Job Advert: Supporter Care Manager

We're looking for an experienced and passionate Supporter Care Manager to lead our Supporter Care team within the Fundraising and Marketing Directorate. In this pivotal role, you'll champion a supporter‑first culture, ensuring exceptional service for everyone who engages with your team — from donors and volunteers to our customers and the public.

You'll manage a team of Supporter Care Executives, oversee outsourced service partners, and lead on the delivery of high‑quality supporter experiences, onboarding, stewardship journeys, and complaint and feedback handling. Working closely with colleagues across Fundraising & Marketing, Retail, Finance, Children's Services and, you'll help shape how we build loyalty, trust, and long‑term engagement.

Key responsibilities include:

Leading, developing and motivating the Supporter Care team to deliver excellent service. Managing internal and external stakeholder relationships Driving continuous improvement across supporter care processes, systems and reporting Overseeing complaint and feedback management, ensuring timely resolutions are reached. With trend analysis and regular reporting produced Managing outsourced services Ensuring the team work to GDPR requirements and meet all fundraising regulations Supporting the delivery of supporter onboarding, stewardship and retention programmes Representing the organisation at sector meetings and forums.

You'll bring strong leadership, analytical skills, excellent communication, and experience in delivering high‑performing customer or supporter services within a complex environment.

This is a hands-on role and you will be expected when needed to help and support the team to ensure that a first-class supporter service is delivered by the team and that set service levels are achieved.

If you're driven to deliver outstanding experiences, thrive in a busy and purpose‑driven setting, and want to play a key role in building meaningful supporter relationships, we'd love to hear from you.

 

Please note due to the high volume of applications for some posts, this advert might close before the displayed closing date. We recommend that you apply for this role as soon as possible.