Supporter Care Manager

The Royal British Legion is recruiting for an experienced Supporter Care Manager to lead their supporter care team. This a key role which is responsible for ensuring that every supporter that contacts the organisation receives a positive and memorable experience. TRBL is committed to making sure that all who make contact come away feeling that they re making a difference.

Based in London this important role will oversee the day to day running of the supporter care function providing operational leadership and guidance to team members and ensuring that high standards are maintained and continuously improved.

Key responsibilities:

• Manage the in-house supporter care function which includes enquiries, complaint handling, processing and thanking of donations and Gift Aid declarations

• Support in the development of annual operating plans and budgets, working with key stakeholders to ensure Supporter Care meets the objectives of the Fundraising department

• Provide day to day line management, including one to ones, tailored personal development plans, mentoring, coaching and shadowing, as appropriate

• Continually drive efficiency, innovation and quality of processes and services delivered by the team

Experience and Skills

• Previous experience of management or leadership of supporter care/customer service within the charity or non-profit sector

• Strong leadership skills with the ability to implement high levels of supporter care and continuously improve standards

• Experience of dealing with complex customer queries, requests and complaints

• Experience and knowledge of working with CRM system