Supporter Relations Manager

5 days ago


Bradford, United Kingdom Brook Street Full time

Supporter Relations Manager
Brook Street is currently recruiting for a Support Relation manger to work for a well-established UK based organisation, supporting over 30,000 orphans and their families in 14 countries. We support those who cannot provide for themselves, delivering sustainable,long-term solutions to those in need. We offer regular food parcels, cover fees for education and healthcare and support orphanages abroad.
Your Day in this role will look like:

- To ensure the highest levels of customer service to all supporters and stakeholders
- To ensure donation initiatives such as Gift Aid, Payroll Giving and pledges are implemented and processed accurately
- To ensure the implementation of GDPR guidelines in all lines of work in the Support Relations Team
- To implement supporter strategies as instructed by the UK Director and relevant department heads
- To manage and maintain the accuracy of the in-house donations system (CRM)
- Lead on all aspects of supporter donations relating to financial processing, recording, and responding to enquiries
- To effectively support, manage and develop the Supporter Relations Team to provide excellent customer service through a skilled, knowledgeable, and motivated team
- To set KPIs for all colleagues within the team
- To carry out data analysis and produce reports against campaign KPIs
- To identify donation trends, and liaise closely with colleagues from Fundraising and Marketing departments
- Develop and maintain strong relations and communications with supporters, colleagues and external suppliers to meet the current and changing needs of the service
- Act as a point of escalation from within the team in dealing with more complex queries
Person Specification
Experience
- Experience in a supporter/customer focused role at supervisor/manager level
- Proven experience of effective people management
- 3+ years' experience of working in a customer/supporter facing role
- Experience of working in a high-pressure environment
- Experience of recommending and developing processes to support fundraising/marketing activity, based on collation and analysis of customer feedback
- Experience of creating and driving departmental work plans
Skills & Ability
- Strong numeracy skills
- Advanced communication and interpersonal skills
- Strong relationship building and negotiation skills
- Ability to use initiative effectively
- Highly organised
- Excellent planning, administrative, organisational and time management skills to deliver results.
- Accuracy and attention to detail.
- Flexible and adaptable approach, able to work independently and manage a team with mínimal supervision.
- Pro-active and self-motivated
- Collaborative team player, willing to share knowledge and learning openly to create understanding and support
- Excellent IT skills including the MS Office suite and demonstrable proficiency in the use of Customer Relationship Management databases
- An ability to develop and refine business processes as required to solve arising operational issues
Desirable
- Knowledge of charity law and Inland Revenue regulations in relation to Gift Aid
- Experience of managing the migration to a new CRM system



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