Supporter Services Senior Manager

Lead and manage the Supporter Services team, ensuring alignment with organisational goals and fostering a culture of excellence.

Oversee the handling of supporter enquiries, ensuring timely, professional, and brand-aligned responses.

Manage the processing and reconciliation of donations, ensuring accuracy and compliance with financial regulations.

Develop and implement training programmes to enhance team skills and service delivery.

Maintain robust data and financial management frameworks, ensuring compliance with GDPR, Gift Aid, and other relevant regulations.

Drive continuous improvement initiatives to enhance supporter care and operational efficiency.

Collaborate with internal teams to ensure a seamless supporter journey and maximise engagement opportunities.

Ensure all supporter acknowledgements and thank-you communications are timely and meaningful.

Lead the team in preparing for and managing peak periods, ensuring operational resilience.

Oversee relationships with third-party fulfilment providers, ensuring high-quality and efficient distribution of supporter materials.

Work closely with the Finance team to ensure accurate financial record-keeping and compliance.

Implement and oversee tracking mechanisms to measure team performance against SLAs and KPIs.

Manage complaints and complex queries with professionalism and empathy, maintaining high supporter care standards.

Provide strong leadership, ensuring team well-being, development, and performance management through regular feedback and one-to-one meetings.

Extensive experience managing supporter services and/or income operations within a non-profit environment.

Proven ability to streamline operational processes and enhance supporter engagement strategies.

Strong expertise in CRM systems, financial reconciliation, and regulatory compliance.

Demonstrated success in delivering and improving supporter services while managing competing strategic priorities.

In-depth knowledge of fundraising regulations, GDPR, and Gift Aid processes.

Exceptional leadership skills, with a track record of building and mentoring high-performing teams.

Strong analytical abilities, using data insights to drive decision-making and improvements.

Excellent communication and stakeholder management skills, fostering collaboration across teams and external partners.

Sound decision-making skills, with the ability to guide team growth and responsibilities.

Experience working with external fulfilment providers.

Familiarity with digital tools and automation in supporter services.