Hybrid, 1-2 days per month in London office
FTC contract: 10 months
Are you passionate about delivering excellent customer service, leading teams and improving processes? This is an exciting opportunity to lead a supporter contact team on an interim basis, ensuring high-quality experiences while driving compliance and continuous improvement for a ten month period.
Key responsibilities:
- Lead, motivate and develop the Engagement & Contact team.
- Oversee supporter communications, complex complaints and escalated queries.
- Ensure compliance with GDPR, fundraising regulations and internal policies.
- Monitor service levels and KPIs, identifying opportunities to improve performance.
- Develop efficient processes, maintain clear guidance and ensure accurate CRM data.
- Manage relationships with third-party suppliers and internal stakeholders.
- Support the implementation of new contact centre technology and strategic initiatives.
About you:
- Experienced in customer or supporter services, with demonstrable success in leading and managingteams to deliver to expectation.
- Confident managing complex complaints, resolving issues and handling sensitive situations.
- Knowledgeable about GDPR, compliance and service performance reporting.
- Competentin CRM systems, process improvement and stakeholder management.
- Able to communicate effectively, with a proactive approach to problem-solving and change.
If you’re a people-focused leader who thrives on improving service delivery and creating outstanding customer experiences, we’d love to hear from you.
This role is full time, 10 month fixed term contract. The organisation is looking for someone to start immediately.The successful candidate will need to work from their London based Head office (Euston) 1-2 days per week.
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Interim Opportunity: Supporter Services Team Leader employer: THINK Consulting Solutions Limited
THINK is an exceptional employer that fosters a collaborative and innovative work culture, where employees are empowered to tackle meaningful challenges in the charity sector. With a strong emphasis on professional development, our team members benefit from continuous learning opportunities and the chance to lead impactful consultancy projects. Located in a vibrant area, we offer a supportive environment that values research and insight, ensuring that our consultants can thrive while making a significant difference in the communities we serve.
Contact Details:
THINK Consulting Solutions Limited Recruitment Team
