At a Glance
- Tasks: Lead and manage supporter services during a crucial transformation phase.
- Company: Join the UK's largest Armed Forces charity making a real difference.
- Benefits: 28 days holiday, flexible working, and generous pension scheme.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Be part of a mission-driven team supporting those who served our country.
- Qualifications: Strong leadership skills and experience in operational management.
The predicted salary is between 40000 - 50000 £ per year.
This is a 12-month fixed-term opportunity to step into a senior leadership role within Supporter Services at a crucial point of transformation. As Senior Supporter Services Manager, you’ll act as deputy to the Head of Supporter Services, providing steady operational leadership across a busy, multi-faceted function while a major CRM programme is delivered across Fundraising.
It’s a role for someone who’s comfortable operating at pace, holding complexity, and making sure the day-to-day never loses momentum while change is happening around it. You’ll take responsibility for the smooth running of supporter care, income processing, fulfilment, Gift Aid and associated operational activity, ensuring high standards are maintained across every touchpoint.
This is about joining the dots between teams, systems and suppliers so that supporter journeys remain consistent, compliant and well managed. You’ll also play a key role in strengthening processes, refining ways of working, and helping embed recent structural changes so the function is set up for long-term effectiveness.
Working closely with senior stakeholders across Fundraising, Finance, Data & Insight and external partners, you’ll bring clarity, structure and practical decision making to a fast-moving environment. The role needs someone who can balance operational detail with wider priorities, spot risks early, and keep service delivery on track without losing sight of the bigger picture.
Above all, you’ll bring strong leadership, sound judgement and a calm, solutions-focused approach to a function that sits at the heart of supporter experience. You will be contracted to our Haig House hub with a minimum expectation of two days per week working in person at the hub and flexibility for working remotely/at home when not on site.
Employee benefits include:
- 28 days paid holiday (plus bank holidays) increasing with service, with optional annual leave purchase scheme of up to 5 working days
- Enhanced paid maternity, paternity and adoption leave
- Generous pension scheme with employer contributions ranging from 6% to 14%, depending on length of service
- Range of flexible working options may be available, depending on your role
- Employee Assistance Programme providing confidential counselling, financial and legal advice
- Range of courses delivered by learning specialists to support your development goals and objectives
- Opportunities to volunteer
- Travel loans, Cycle to Work, and more!
RBL is committed to creating a diverse and inclusive organisation, reflecting the diversity of the armed forces community and of wider society. We welcome applications from people of all backgrounds and personal characteristics. As part of our commitment to inclusion, we offer interview schemes for candidates who declare an Armed Forces connection and/or a disability.
However, candidates are only eligible for this scheme if their application clearly demonstrates that they meet all of the essential criteria listed in the Person Specification for the role. We may close this vacancy early if we believe we have enough strong applications to be able to successfully fill the role(s). Interested candidates are encouraged to apply as soon as possible.
Senior Supporter Services Manager in London employer: Royal British Legion
The Royal British Legion is an exceptional employer, offering a unique opportunity to make a meaningful impact in the lives of those who have served our country. With a strong commitment to employee wellbeing, flexible working arrangements, and a focus on professional development, you will thrive in a supportive environment that values diversity and inclusion. Located at the Haig House hub, you will benefit from generous leave policies, a robust pension scheme, and various employee assistance programmes, all while contributing to a vital cause.
