At a Glance
- Tasks: Lead a dynamic team to enhance supporter engagement and ensure top-notch service delivery.
- Company: Join Sue Ryder, a passionate organisation dedicated to making a difference.
- Benefits: Enjoy 27-33 days holiday, a pension scheme, and discounts with retailers.
- Other info: Embrace a diverse and inclusive workplace that values every individual.
- Why this job: Make a real impact in fundraising while developing your leadership skills.
- Qualifications: Experience in customer service and team management is essential.
The predicted salary is between 30000 - 40000 £ per year.
Are you passionate about delivering outstanding supporter experience and operational excellence? Sue Ryder is seeking a proactive and experienced Supporter Services Team Leader to join our dynamic team. If you have a strong background in customer service/supporter engagement, contact centre management and CRM record administration whilst managing a team, this is your chance to make a real impact.
Supporting our Fundraising Directorate, you'll play a vital role in ensuring complaints resolution and compliance, driving engagement and contact opportunities such as outbound calling and leading a team to success. You'll work closely with the Supporter Services & Standards Manager to deliver strategic initiatives that support our mission.
Key Responsibilities- Lead supporter engagement and contact operations: Manage and develop our supporter/customer contact centre, ensuring high-quality service delivery across all supporter channels while monitoring and reporting on KPIs.
- Manage complaints, compliance and GDPR requests: Oversee supporter complaints and conflict resolution, lead investigations, ensure compliance with fundraising policies and regulations, and manage supporter deletion and GDPR requests.
- Team Leadership: Line manage the engagement and contact side of the Supporter Services & Standards team, supporting their development and fostering a high-performance culture.
- Leadership skills: Proven ability to manage SLAs, inspire staff, and develop a team to achieve goals.
- A passion for impact: A desire to contribute to the success of our fundraising efforts, and to help deliver strategic goals that support Sue Ryder's mission.
- Proactive mindset: Ability to take initiative, solve problems, and drive continuous improvement in how we engage and communicate with our supporters.
Competitive Benefits Package
- 27 days holiday rising to 33 with length of service plus bank holidays (pro rata if part-time).
- Company pension scheme.
- Staff discount with thousands of retailers.
- Refer a Friend scheme: £250 payment.
- Enhanced maternity, paternity and adoption pay.
- Enhanced sick pay.
- Electric Vehicle Scheme.
- Healthcare Cash plan, to claim back costs of routine healthcare.
- Death in Service benefit.
- Staff discount of 10% on new goods online.
- Structured induction programme and learning and development opportunities.
- Access to Employee support programme.
- and lots more.
Our commitment to equity, diversity and inclusion
At Sue Ryder, we recognise that a diverse workforce allows us to provide the best care and support. We are committed to encouraging equity, diversity and inclusion among our workforce, and eliminating unlawful discrimination. We welcome applications from people from Black, Asian and Minority Ethnic communities, LGBTQ+ individuals, those from lower socio-economic backgrounds, and those living with disabilities.
As a Disability Confident Committed employer, we are proud to support the Offer an Interview scheme. This means we will offer an interview to all disabled applicants who best meet the minimum essential criteria for the role. We use inclusive recruitment practices including sharing interview themes or questions in advance, offering remote interviews where needed, and other accessibility support.
Once in post you’ll have access to staff and volunteer networks for LGBTQ+ colleagues, ethnic diversity and equity, people with disabilities, and women and non-binary individuals, plus an Inclusion Passport to record and carry your workplace adjustments. Join us in creating a culture where everyone feels respected, valued, and able to thrive.
Supporter Services Team Leader - Engagement & Contact in City of Westminster employer: Sue Ryder
Sue Ryder is an exceptional employer that prioritises outstanding supporter experience and operational excellence, offering a vibrant work culture where your contributions truly matter. With a competitive benefits package, including generous holiday allowances, enhanced pay schemes, and a commitment to equity, diversity, and inclusion, you will find ample opportunities for personal and professional growth while making a meaningful impact in the community. Join our dynamic team in a role that not only fosters leadership skills but also supports your passion for driving engagement and delivering strategic initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Supporter Services Team Leader - Engagement & Contact in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sue Ryder. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sue Ryder before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Supporter Services Team Leader - Engagement & Contact in City of Westminster
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sue Ryder:Your cover letter is your chance to shine! Tell us why you want to work at Sue Ryder specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sue Ryder!
How to prepare for a job interview at Sue Ryder
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
