Supporter Care Team Leader (Maternity Cover)

Job Title

Supporter Care Team Leader (Maternity Cover)

Location

UK - England - Oxford - Wycliffe UK Office

Position Type

Paid - Regular

Job Description

Wycliffe Supporter Care exists to connect with supporters in a relational and prayerful way, through kind and professional communication, accurate and timely stewardship of their giving, and valuing them by thanking and celebrating the impact of their partnership.
As team leader you will be part of advocating for our supporters by sharing their stories and championing their importance to Wycliffe.

Would suit: A meticulous and reliable individual who enjoys working to a high level of detail and accuracy, whilst leading a small team. Able to remain agile, calm, and supportive when balancing multiple tasks and responsibilities. This role suits someone eager to work at the heart of the organisation, ensuring supporters feel valued and appreciated through thoughtful, prayerful and effective processes.

• Salary: £31,500 - £33,500
• Location: Hybrid, minimum of 2 days in the Oxford office.
• Hours: Full-time (37.5 hours per week). 1 year fixed term contract (maternity cover). Part time hours (minimum 0.6 FTE) will be considered.
• Reporting to: Pip Low, Fundraising Insights & Operations Manager
• Responsible for: The Supporter Care team, which currently includes 2 full time and 1 part-time member of staff and 1 volunteer.
• Closing date: Monday 27 July at 9am
• Interview date: Interviews will be held in Oxford on Tuesday 4 August

Key responsibilities

Lead the team to achieve its potential

• Manage the Supporter Care Team, removing obstacles for them and encouraging them to reach their full potential
• Direct the workload for the team, delegating tasks according to priorities, ensuring each member of the team knows what is expected of them
• Be actively involved in improving systems and procedures for the smooth running of Supporter Care and the wider organisation
• Deliver excellent training for the team and take initiative for your own personal development.

Deliver consistently high levels of customer service/supporter care

• Model high levels of customer service in the team, building a culture of excellent supporter care that influences the whole organisation
• Delight our supporters by thanking them creatively for their giving and connecting with them in a relational and prayerful way
• Manage enquiries by phone, post and email, using discretion and compassion when handling sensitive enquiries, complaints and vulnerable donors
• Champion and advocate for supporters across the organisation, working on cross-team projects.

Oversee timely donation processing and accurate record keeping

• Perform and oversee accurate and timely donation processing and banking, ensuring that supporters are thanked promptly and warmly
• Use our database (Salesforce) to keep supporters’ records and preferences up to date in line with GDPR.

Maximise use of the telephone

• Take opportunities to promote legacy and regular giving in conversations with supporters, building a culture that spots these opportunities
• Lead the team to make outbound calls to encourage people to increase their involvement with Wycliffe (dependent on experience).

Other responsibilities

• Participate in, and occasionally lead, daily staff prayer meetings
• Manage external service providers to ensure efficient and positive stewardship and care of our supporters donations
• Carry out other duties, projects and responsibilities as required.

It is an occupational requirement of this role that you have a clear, personal commitment to the beliefs set out in our Statement of Faith and Doctrinal Position Statement.

Weekly Hours

37.5