Supporter Care Manager

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Job Advert: Supporter Care Manager

We're looking for an experienced and passionate Supporter Care Manager to lead our Supporter Care team within the Fundraising and Marketing Directorate. In this pivotal role, you'll champion a supporter-first culture, ensuring exceptional service for everyone who engages with your team - from donors and volunteers to our customers and the public.

You'll manage a team of Supporter Care Executives, oversee outsourced service partners, and lead on the delivery of high-quality supporter experiences, onboarding, stewardship journeys, and complaint and feedback handling. Working closely with colleagues across Fundraising & Marketing, Retail, Finance, Children's Services and, you'll help shape how we build loyalty, trust, and long-term engagement.

Key responsibilities include:

• Leading, developing and motivating the Supporter Care team to deliver excellent service.
• Managing internal and external stakeholder relationships
• Driving continuous improvement across supporter care processes, systems and reporting
• Overseeing complaint and feedback management, ensuring timely resolutions are reached. With trend analysis and regular reporting produced
• Managing outsourced services
• Ensuring the team work to GDPR requirements and meet all fundraising regulations
• Supporting the delivery of supporter onboarding, stewardship and retention programmes
• Representing the organisation at sector meetings and forums.

You'll bring strong leadership, analytical skills, excellent communication, and experience in delivering high-performing customer or supporter services within a complex environment.

This is a hands-on role and you will be expected when needed to help and support the team to ensure that a first-class supporter service is delivered by the team and that set service levels are achieved.

If you're driven to deliver outstanding experiences, thrive in a busy and purpose-driven setting, and want to play a key role in building meaningful supporter relationships, we'd love to hear from you.

Please note due to the high volume of applications for some posts, this advert might close before the displayed closing date. We recommend that you apply for this role as soon as possible.

Pay & Reward Framework

We know that our colleagues go above and beyond in delivering our vital work, driven by their passion and commitment to Barnardo's values . We also know that we can only realise our ambitions and achieve better outcomes for more children, thanks to the talent, hard work and creativity of our people.

For all these reasons, we are committed to a new approach to pay and reward, to ensure it is fair, attractive and progressive, which was rolled out in April 2023. This is a positive change for the charity, and a part of our People & Culture Strategy. It will assist us in supporting colleagues to belong, thrive and grow in their colleague journey at Barnardo's and in time will offer clear routes of progression for colleagues in both their career and their pay.

Whilst the full pay band and salary range is advertised, our approach to starting salaries is to appoint between the minimum to mid-point of the pay band - this ensures that pay steps are available to reward our colleagues annually based on their contribution to excellence and alignment to our values and behaviours. More details on Barnardo's pay framework can be found upon application.

Benefits

Workplace Offer: What it means for you

Our hybrid working initiative is based on trust, flexibility and empowerment. We understand our workplace offer means different things to different people, and we encourage those conversations. This may mean working at one of our stores, services, working at home, in the community, at one of our Collaboration Hubs or depending on the role any combination of these. Please read through the advert carefully to understand the remits of hybrid working that will be specific to the role.

• Barnardo's believe in creating equality of opportunity in the workplace and supporting people to manage their work-life balance; we are therefore open to offering flexible working arrangements.
• Annual Leave entitlement for full-time colleagues is 26 days per annum, increasing to 27 days per annum, after 3 years Barnardo's service, 29 days per annum, after 5 years Barnardo's service and 30 days per annum, after 7 years Barnardo's service. Those working less than full time are entitled to the same level of holiday pro rata
• The ability to buy up to another 5 days annual leave via our Buy Your Leave scheme
• A host of family friendly leave options including company Maternity Paternity and Adoption pay; together with all family additional leave options
• Service related sick pay from day 1
• Access to a Group Personal Pension with a matched 4% or 6% contribution from Barnardo's. Ability to pay via salary sacrifice to garner both tax and NI savings on your own contribution
• Death in service cover of 4x annual earnings for all staff contributing to our Group Personal Pension
• Cycle2work scheme
• Interest free season ticket loans
• Discounts and cashback from at high street shops including major supermarkets, cinemas, gyms, leisure/theme parks, holidays and much more via our Benefit Portal
• 20% discount at Barnardo's stores
• Opportunity to purchase a health cash plan to claim towards dental, glasses, therapy etc
• Free access to round the clock employee assistance program for advice and support
• Access to Barnardo's Learning and Development offer

*T&C's apply based on contract