At Cancer Research UK, we exist to beat cancer
.
We are looking for a Supporter Services Senior Executive to work across the full breadth of functions and channels in Supporter Services to ensure all services are delivered to the highest possible standards meeting all quality,complianceand regulatory measures. Providing support to the functional managers as well as executives across Supporter Services.
What will I be doing?
1. Deliver structured quality monitoring and coaching to Supporter Services Executives, driving consistent call standards,strong supporterexperienceand fundraising outcomes
2. Analyse performance data,dashboardsand call metrics toidentifytrends and prioritise targeted coaching interventions
3. Contribute to telemarketing campaign prioritisation, using performance insight and subject matterexpertiseto inform decisions
4. Support and oversee external telemarketing partners, ensuring alignment on quality, coaching standards,reportingand supporter experience
5. Collaborate with marketing and stakeholders to develop call scripts, tools and campaign approaches that enable high-quality interactions
6. Act as a telemarketing subject matter expert and brand champion, ensuring all activity reflects CRUK tone of voice andrepresentsthe team across wider initiatives
Whatarewelooking for?
7. Deliver structured quality monitoring and coaching to Supporter Services Executives, driving consistent call standards,strong supporterexperienceand fundraising outcomes
8. Analyse performance data,dashboardsand call metrics toidentifytrends and prioritise targeted coaching interventions
9. Contribute to telemarketing campaign prioritisation, using performance insight and subject matterexpertiseto inform decisions
10. Support and oversee external telemarketing partners, ensuring alignment on quality, coaching standards,reportingand supporter experience
11. Collaborate with marketing and stakeholders to develop call scripts, tools and campaign approaches that enable high-quality interactions
12. Act as a telemarketing subject matter expert and brand champion, ensuring all activity reflects CRUK tone of voice andrepresentsthe team across wider initiatives
13. This role is primarily worked during standard business hours; however, flexibility isrequiredto meet business needs. This may include occasional weekend working or alternative shift patterns. Where applicable, time off in lieu will be provided.
Our organisation values are designed to guide all that we do.
Bold: Act with ambition,courageand determination
Credible: Act with rigour and professionalism
Human: Act to have a positive impact on people
Together: Act inclusively and collaboratively
We’relooking for people who can believe in and embody these organisation values and can use them to drive forward progress against our mission to beat cancer.
Ifyou’reinterested in applying and excited about working with us but are unsure if you have the right skills andexperience,we’dstill love to hear from you.
What will I gain?
Wecreate a working environment that supports your wellbeing andprovide agenerous benefits package, a wide range of career and personal development opportunities and high-quality tools. Ourpolicies and processes enable you toimprove your work-life balance, take positive steps in your career and achieve your personal wellbeing goals.
You can explore our benefitsby visitingourcareers web page.
How do I apply?
Weoperatean anonymised shortlisting process in our commitment to equality,diversityand inclusion. CVs arerequiredfor all applications; but wewon’tbe able to view them until we invite you for an interview. Instead, we ask you to complete the work history section of the online application form for us to be able to assess you fairly and objectively.
Owing to the nature of this position, any offer of employment for this role will be subject to a satisfactory basic DBS check.