Supporter Services Manager in London

We're looking for a passionate and strategic Supporter Services Manager to join our Engagement team. This will be a full time, 9 month fixed term position based at our offices in King's Cross, London. The successful candidate will lead a dedicated Supporter Services team focused on delivering excellent customer service, whilst managing our relationships with fulfilment agencies which deliver our income processing and merchandise delivery. The role is a hybrid position with an expectation of minimum two days per week in our central London offices.

What you'll do

• Provide clear direction to the team regarding their individual and team based KPIs.
• Nurture a productive environment with a culture of continuous improvement, in which the team is encouraged to reach and expand their performance ceiling.
• Day to day management of all Engagement Operations third party relationships, including but not limited to Telebank, our primary fulfilment partner.
• Continually assess the performance of all third parties against agreed levels, addressing any shortcomings in a constructive manner.
• Monitor the performance of third-party fulfilment agencies relative to agreed SLA obligations and intervene as and when required.
• Develop and maintain a “Sense brand” for handling incoming communications, to be consistent across communication channels.
• Ensure that all supporter communications via phone, email, post or social channels are responded to on brand and within agreed timeframes.
• Monitor and, in partnership with the Head of Engagement Operations, update SLAs when they do not reflect a fair balance between organisational ambitions and the reasonable capacity of the team.
• Actively engage and build relationships with colleagues across the charity.
• Use informal connections and formal briefings to ensure that you are a product expert in all aspects of the Engagement directorate’s work.
• Periodically assess our merchandising process, recommending improvements where realistic and achievable.
• Work with the Head of Individual Giving and Head of Engagement Operations to develop and implement a program of telemarketing and supporter thanking.

About you

• Experience of managing and motivating people in a Supporter Care environment.
• Hands on and motivating management style.
• Experience of managing multiple priorities whilst ensuring deadlines and SLAs are achieved for you and your team.
• Experience of working with response handling and fulfilment partners to deliver on mutually agreed SLAs.
• To work closely with the Data team to ensure that our supporter database (currently Raisers’ Edge) is accurate and up to date.
• Experienced and confident using CRM databases, with an understanding of how good data use drives efficient and effective organisational performance.
• Demonstrable understanding of Gift Aid, GDPR and other relevant legislation and guidance.

About Sense

We believe that every disabled person should have the opportunity to connect with others and be included in the world. We use our knowledge and expertise to deliver personalised, creative and flexible support at every stage of life. Sense is proud to be a disability confident leader. Working at Sense can be incredibly rewarding; we offer the opportunity to work in a large, diverse and successful charity where people can develop their skills, knowledge and careers in a supportive and flexible environment. In addition, we have excellent training and development, the opportunity for you to join our Group Personal Pension scheme and a generous annual leave entitlement.

To apply

Please use the link below to complete your application. Managers will use your application to shortlist candidates for interview; in relation to the Personal Specification. Therefore, it is very important you complete this section thoroughly. We would recommend that you read the job description and person specification before applying.

Please note to avoid disappointment, we advise you to submit your application as soon as possible as we reserve the right to close posts at any time. No agency submissions please: any submissions without prior authorisation from the Sense Recruitment Team will be treated as our own and as such no fee will be payable.

If you require any further assistance, please contact the Recruitment Team on 0121 415 6735 or recruitment@sense.org.uk.

Sense is committed to safeguarding and promoting the welfare of vulnerable children and adults and expects all employees to share this commitment. Therefore, all offers of employment, where appropriate, are subject to a DBS check; level dependent on the nature of the role.

For this role we particularly welcome applications from candidates from underrepresented ethnic minority backgrounds and candidates with disabilities. Sense is committed to equality of opportunity, and to promoting and celebrating the diversity of staff, volunteers and the people we work with. Everyone's contribution is valued and we ensure they're given the opportunity to realise their potential. We welcome applications from talented people from all sections of the community who share our values and belief that no one, no matter how complex their disabilities, should be isolated, left out, or unable to fulfil their potential.