Customer Service Manager

Customer Service Manager

We are looking for an experience Customer Service Manager to join the newly formed Integrated Fundraising and Marketing department, to manage the Supporter Care Specialists

If you are an exceptional communicator who combines operational excellence with a customer centric core, then apply today and join the 34,000+ staff working in nearly 100 countries, and share the joy of transforming vulnerable children s life stories!

As an active Christian, this role offers you the opportunity to integrate your Christian faith and be sensitive to its various expressions across cultures and denominations.

Position: Customer Service Manager

Salary: £36,576.00 per annum plus good range of benefits

Location: Milton Keynes/Hybrid

Contract: Permanent

Hours: Full time, 36.5 hours per week

Closing Date: February 21, 2025. Please note we reserve the right to close the ad ahead of the closing date if a strong candidate is identified.

Interviews: W/C 24th February 2025

About the Role

You will manage our team of Supporter Care Specialists to engage proactively and reactively with supporters across the UK. By coordinating with various income-generating strategies, the department aims to enhance the impact of the charity s work, bringing hope and sustainable change to vulnerable communities worldwide.

Working within the Supporter Care team, the Supporter Care Specialists Manager will lead, motivate and continually develop a team of Supporter Care Specialists, ensuring that all supporters receive excellent customer service.

Using excellent communication skills, you will respond to escalated supporter complaints and queries efficiently and sensitively. With focus on KPIs and performance across the team, this role is key in maximising retention and acquisition opportunities, working closely with our fundraising teams incorporating feedback and insights from our supporters to support the organisation s mission.

About You

You will be an exceptional communicator who combines operational excellence with a customer centric core, supporting the team of specialists to engage with our supporters on a wide range of topics. Being able to represent the charity s mission, vision and values including Christian faith, alongside being able to relate with donors of all and no faith is an important part of this role.

Please upload your CV of full employment history explaining any gaps of employment and reasons for leaving your previous employer. This must be accompanied with a covering letter stating how you meet the essential criteria provided above.

Please note that you MUST have the Right to work in the UK documentation as unfortunately, this role is not sponsored, and your application cannot be considered any further without it.

All candidates must be personally committed to the Christian faith and be able to respect, uphold and work within our client s Christian mission, values, culture and faith statements. This individual will represent and speak on behalf of a Christian charity and as such the Occupational Requirement for an active Christian faith is justified under the Equality Act 2010 Schedule 9, Part 1, clause 3.

Why Here?

This is your chance to be a part of something big. You will be working closely with teams across the organisation that directly impact the lives of some of the world's most vulnerable children. Inspired by the Christian faith, the charity serve alongside children of all faiths and none through long-term development projects, emergency responses and advocacy in almost 100 countries.

About the Organisation

With over 70 years of experience, the focus is on helping the most vulnerable children overcome poverty and experience fullness of life. The charity helps children of all backgrounds, even in the most dangerous places, inspired by Christian faith. Come join the 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children s life stories!

In addition to the salary offered, we offer the following:

• 28 days holiday + bank holidays, rising with length of service to 30 days

• Holiday purchase scheme

• Pension - 7% employer contribution

• Eyecare test reimbursement

• Life Assurance up to 4 x annual salary

• Enhanced Maternity Pay

• Wellbeing Support Employee Assistance Programme

• Cycle to Work scheme

As a child focused organisation, the charity is committed to the safeguarding of children, therefore any offer of employment is conditional upon the successful completion of applicable background checks, including a criminal records check.

As an Equal Opportunity Employer, the organisation values diversity and aspires to reflect this in its workforce. We particularly welcome applications from under-represented sections of the community. The charity also operates flexible working policies and practices.

Other roles you may have experience of could include Customer Service Manager, Customer Service Team Leader, Customer Service Officer, Customer Service Executive, Customer Service Team Support, Customer Service Supervisor, Call Centre Manager, Helpdesk Manager, Call Centre Team Leader.

PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation.