Supporter Care Team Manager

4 weeks ago

Salford Greater Manchester, United Kingdom National Society for the Prevention of Cruelty to Children Full time

Are you looking for a role within an organisation where the work you do makes a real difference to people's lives? Are you looking to develop your fundraising experience with a sector-leading team? If the answer is yes then our Supporter Care Team Manager could be for you.

Every childhood is worth fighting for. This is our belief. We all share it. And it drives our Fundraising team to get out there and bring in the funds we need to protect children and prevent abuse. Join us as a Supporter Care Team Manager, and get more people involved in change that means everything.

This role sits within the Income Generation Directorate our aim is to maximise resources for the NSPCC's mission by raising funds, providing the best possible supporter experience, and building long-term relationships between donors and our cause.

The Supporter Care Team Manager sits within the Supporter Care team and Supporter Service Department. This is one of the customer care focused teams within the Supporter Services department, which is part of the Operations structure, within the Income Generation directorate.

This role means a lot to our Supporters. You will line manage the team providing the first point of contact for the many thousands of people who get in touch with the NSPCC each month. Whether by email, phone call or letter, this might be the only contact that person has with the NSPCC. For this reason, the team take every opportunity to give our supporters a personal and rewarding experience, making sure they go away feeling more engaged with our work and knowing how much we genuinely value their support. The Supporter Care Team Manager will lead, direct, coach and encourage our staff to give the best service to our supporters whilst also having an eye for processes and systems to enable the smooth running of the team.

The ideal candidate will recognise the following skills in themselves:

  • Excellent interpersonal and customer service skills
  • Experience of working effectively with people from different professional backgrounds.
  • Excellent written communication skills and excellent listening skills with a particular ability to control telephone conversations to a high standard, including handling distressed, confused or aggressive callers.
  • Ability to effectively support and coach supporter care advisors with supervisory responsibilities
  • Ability to think creatively – to be able to identify ways to improve customer service standards and demonstrate problem solving skills.
  • Knowledge and understanding of the importance of racial and cultural difference and of disability and an ability to respond to a diverse user group.
  • Well-developed basic IT skills and experience of using a client information data base.
  • Ability and willingness to assist in the promotion of NSPCC services, principles and values to a variety of audiences, including fundraisers, media and other professionals, including oral presentations.

This is a real opportunity to make a difference to children's lives, but we also like to reward people by offering a great working environment, being part of a friendly and supportive team, and offering stimulating and challenging work, with plenty of development opportunities. We offer a variety of rewards and benefits including generous annual leave, employee benefits and assistance programme, pension and life assurance schemes.

Join us at this exciting time and you'll become part of an expanding team that cares about the work they do and the people they work with. You'll discover opportunities to grow, along with challenges and a shared purpose that'll bring the best out in you. And you'll get to find your own way to make a difference that means more, and that impacts millions of young lives. We want to ensure roles are accessible and inclusive of everyone, which is why the NSPCC offers a high degree of flexibility around ways of working.

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