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Supporter Services Team Leader

3 months ago

London, UK, United Kingdom The Salvation Army UK and Ireland Territory Full time

Working hours: Minimum of 35 hours per week

Interview date: Week beginning 9th September 2024


The Salvation Army is looking to recruit an Office based experienced Supporter Services Team Leader to join its incredibly successful Fundraising Department. We raise over £100 million a year and the Supporter Services team play a vital role in this success.


As a Supporter Services Team Leader, you will be responsible for leading the Supporter Services Unit. You will play a pivotal role in ensuring the seamless operation of our day-to day services. The work will involve management of supporter relationships through multiple channels. Maintenance of supporter data within regulatory and best practice guidelines. Be proactive in identifying supporters’ requirements and work with colleagues across the Department to ensure we offer the highest standards of customer care. Develop departmental protocol policies for handling all types of supporter enquiries, processing of donations and setting service level goals. Track performance and provide regular and accurate reports. Depending on the tasks involved this will include matrix managing all Supporter Service Assistants with other Supporter Services Team Leaders.


The successful candidate will be able to demonstrate:

  • Experience of working within a busy and complex fundraising team with some practical experience of working successfully in a similar role
  • Experience of managing the processing of charitable donations
  • Experience of delivering customer service to a high standard, answering complex queries and resolving issues.
  • Empathy and diplomacy, with the understanding and ability to discuss sensitive, political, and religious matters with supporters
  • Knowledge and experience of using charity sector fundraising CRMs
  • Strong organisational skills to plan, prioritise and manage your tasks to meet your objectives to the expected standards and time scales
  • Strong communication skills, with the proven ability to convey information to service users/colleagues
  • Experience of managing employees to deliver objectives, developing and training staff and actioning performance management processes


This is a permanent position based at our Headquarters currently Denmark Hill, 1 Champion Park, London, SE5 8FJ


Appointment subject to satisfactory references, proof of right to work in the UK


Please note that any Salvation Army employees who are under notice of redundancy and apply for this position will be given priority consideration.


We reserve the right to close this advert earlier if we feel that we have received sufficient applications.


Promoting equality in the workplace and as a disability confident scheme employer, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.