Job Description
We're looking for a passionate and strategic Supporter Services Manager to join our Fundraising & Marketing Operations team. This will be a full time, 9 month fixed term position based at our offices in King's Cross, London.
The successful candidate will lead a dedicated Supporter Services team focused on delivering excellent customer service, whilst managing our relationships with fulfilment agencies which deliver our income processing and merchandise delivery. The role is a hybrid position with an expectation of minimum two days per week in our central London offices.
What you'll do
1. Provide clear direction to the team regarding their individual and team based KPIs
2. Nurture a productive environment with a culture of continuous improvement, in which the team is encouraged to reach and expand their performance ceiling
3. Day to day management of all Engagement Operations third party relationships, including but not limited to Elovate, our primary fulfilment partner.
4. Continually assess the performance of all third parties against agreed levels, addressing any shortcomings in a constructive manner.
5. Monitor the performance of third-party fulfilment agencies relative to agreed SLA obligations and intervene as and when required.
6. Develop and maintain a “Sense brand” for handling incoming communications, to be consistent across communication chann...