Supporter Experience Supervisor (INTERNAL ONLY)
Salary £29,079 to £34,210 (dependent on experience) Contract type Temporary: Fixed Term Contract or Secondment Hours Full Time Additional information Temporary until November 2026 Location Poole, Dorset, England Closing Date 05-11-2025 Reference 20619 Documents (please view all documents)
1.
(PDF, 244.37kb)
2.
(PDF, 166.29kb)
Internal vacancy
The RNLI actively promotes continuous development within the organisation and is only seeking applications from current RNLI employees and volunteers at this time. If this position is not filled internally it may be re-advertised openly. #LI-DNI
About us
Our purpose is simple: to save lives at sea. 24 hours a day, every day, RNLI lifesavers are ready to launch to the rescue.
We’re looking for a Supporter Experience Supervisor to join our existing team where the main role is to provide excellent customer service to all RNLI supporters and enquirers along with supporting the team to ensure the RNLI is the most loved and best supported charity.
Your role
As a Supporter Experience Supervisor, you will be tasked with focusing on the following areas:
3. Line management of the Supporter Experience Officers, Customer Experience Officers and Experience Team Officers.
4. Assisting with the quality monitoring, training, and development of the team.
5. Assist, when necessary, with the main experience duties to ensure the team meet both engagement and stewardship targets to agreed deadlines as well as delivering against performance indicators and service level agreements.
6. Respond to letters and emails of all nature including all levels of complaint – handling with empathy and care.
7. Maintain working knowledge of processes and be able to efficiently use a number of different systems to deliver support in a fast-paced environment.
About you
You will have proven line management experience with excellent customer service skills ideally with a Contact centre background. You will also have experience of working within a pressurised and varied environment. Experience of complaint resolution is also essential along with a proactive team approach, attention to detail, and strong verbal and written communication skills.
To be considered as the Supporter Experience Supervisor you will need:
8. Educated to GCSE standard, or equivalent – English essential.
9. Proven customer service skills.
10. Experience in working people management.
11. Contact Centre experience desirable
12. Experience of working in a fundraising environment would be beneficial, as would a working knowledge of databases.
Other organisations may call this role Call/Contact Centre Team Leader
So, as a Supporter Experience Supervisor you might have experience in a sales or a customer service environment working with databases and working to targets. If you want to see how your skills and your love of customer service support’s our organisation’s aim to reduce drowning, this could be the role for you. Please apply via the button shown.