Supporter Care Lead

5 months ago

Hitchin, United Kingdom The Professional Fundraiser Full time

**Supporter Care Lead (Part Time)**

**We’re looking for our next amazing Team Member to join the TPF family**

This is an exciting opportunity for an experienced Supporter Care or Call Centre Customer Service professional to lead our highly skilled Supporter Care hub.

Based in the picturesque setting of Astwick in Stotfold, you will coordinate the daily priorities for the Supporter Care team, ensuring the team have up to date briefs and any other information to ensure the continuous provision of the highest quality Supporter Care.

Our Supporter Care Hub contact new supporters (members of the public who have generously agreed to make a recurring monthly donation to one of our charity clients), by telephone to welcome them to the charity, to ensure the accuracy of their data, and to provide quality assurance, effectively helping to gain feedback on the initial interaction that one of our talented fundraisers in the field, previously had with the supporter. You will lead the team ensuring that all supporters receive an outstanding supporter journey, specifically at this valuable touchpoint; and you will continuously look at ways, translating these into actions, to drive a culture of continuous improvement.

You will ensure our company values are at the heart of our daily working life and encourage our mission to be ‘the trusted name in fundraising’

‘Professionalism with personality’ is our brand essence and we are looking for you to bring this naturally to your everyday tasks.

**Key Duties**
- Guiding the team to prioritise welcome calls to meet the strategic needs of the business.
- Compile welcome scripts for new charities and enhance pre-existing scripts whilst maintaining the requirements of the charity but ensuring a positive supporter experience.
- Weekly call listening and scoring paying particular attention to compliance and identifying any gaps in training requirements.
- Undertake specific customer related management tasks including the import and export of charity data and identifying and reporting on cancellation rates and trends.
- Have accountability for supporter related tasks including welcome letters.
- Coaching the team to drive continual quality assurance and identify supporter comments and any complaints for escalation.
- Provide the team with emotional and practical support, be the trusted constant within the hub. Offer practical guidance through appraisals and reviews.
- Staff scheduling based on campaign forecasts and the changing demands of the business and unplanned absences along with the approval of holiday and time off requests.
- Achieve all financial targets and KPIs with the focus on supporter satisfaction, contact rates and cost per call.
- Working closely with the People & Engagement ‘P&E’ hub to construct and deliver continuous learning and develop a first class calling team, blending professional with personal conversations, responding appropriately to those in emotional/vulnerable situations.

**Person Specification**
- A background in customer service would be an advantage but is not essential.
- Confident, self motivated, articulate with excellent communication skills and a keen eye for detail.
- Forward thinking with a positive attitude and an empathetic nature with a focus on compliance.
- Strong analytical & computer skills are a must with the ability to lead and coach a team in a sensitive and compassionate manner with a focus on building trusted relationships.
- Experience in a high customer facing environment would be advantageous due to the high number of interactions.
- A thoughtful and sensitised people person experienced in dealing with possible delicate conversations whilst maintaining a high level of professionalism.

**Benefits Package**

Financial Security
- Starting salary of £32,000 to £34,000 **(FTE)**  per annum
- Employer pension contributions
- Enhanced sick pay
- Family friendly policies with enhanced pay elements
- 22 days holiday pro rata (not including bank holidays) increasing to 27 days upon length of service

Health & Wellbeing Support
- Beautiful countryside office location with free parking and shower facilities, perfect if you fancy walking, running, or cycling to work
- Employee Assistance Programme, including access to mental health and wellbeing tools, discounts, training and more
- Mental Health First Aiders
- Free flu vaccination vouchers every winter
- Office Library and book-club
- Personable and friendly company with a dedicated and hardworking team and vibrant culture

Recognition & Career Development
- Long service awards
- Learning, career development and training opportunities, including Lunch and Learns.
- Referral Scheme ‘Friend with Benefits’, and monetary rewards for recommending someone who starts with us.
- IDEA (Inclusion, Diversity, Equity and Access) Awareness Months, including signposting and training

Personal Experiences
- Paid time off for your Birthday
- Paid time off for Christmas shutdo

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