Careers

• Havant, Hampshire (On-site)
• £17,680 per year 
• Part-time (20 hours per week)
• Permanent

About this opportunity…

The Supporter Services Manager role is a fantastic opportunity for an enthusiastic, charity minded individual to lead our Supporter Services team, based in Havant.

Our Supporter Services team is positioned at the very centre of the organisation, serving all charitable activities. They are recognised as the true guardians of stewardship with a critical role to play in supporter engagement, development, and retention.

The Supporter Services team is instrumental in ensuring that supporter relationships are personalised, engaging, and fulfilling, and that donations and communications are dealt with efficiently to ensure the success of our fundraising and programme activities, and longevity of supporter relationships.

How you can make a difference…

Every journey starts with a communication of some sort and results in an engagement and/or a gift to the charity. We are a small team working as one, to ensure we meet the complex needs of our supporters through our subscription and donation-related campaigns. This means that we don’t only open and bank, but we analyse, we respond, and we care about what our supporters are telling us, creating the supporter insight that helps us to develop programmes and grow our reach.

The Supporter Services Manager will oversee and lead on all aspects of the Supporter Services Team operations ensuring high quality and efficient systems and processes that deliver an excellent supporter journey.

Main responsibilities…

The Supporter Services Manager reports directly to the Chief Executive and is primarily responsible for ensuring that we have systems and operational processes that support high quality and efficient supporter stewardship through data capture, donation handling and processing, and fulfilment of fundraising and beneficiary resources.

Management of Supporter Services Team:

• Manage a small team of Supporter Services Officers, providing them with a clear strategy and operational plans for donation handling and data management that deliver an exceptional supporter journey across the charity.
• Report on agreed KPIs throughout the year in-line with the Supporter Services strategy.
• Maximise opportunity for all avenues of charitable activity by gathering and providing insight to inform our campaigns and programmes, liaising with the wider DRWF team to ensure consistency of approach.
• Monitor capacity and workflow within the Supporter Services team to inform growth and development plans as well as provide for contingency and sustainability within the team

Operations:

• Oversight of processing high levels of donations specifically cheque, cash, and credit card.
• Lead on monitoring fraud risk in the donation handling/processing workstream and routinely conduct cost analysis on IT system requirements and payment processing gateways to ensure cost effectiveness.
• Hold responsibility for compliance requirements associated with the security of processing personal information across Supporter Services communications to meet GDPR, PECR and other data protection regulations in-line with our Information Security Policy.
• Contribute to the charity’s PCI (payment card industry) DSS compliance processes.
• Oversee effective handling of supporter complaints and take responsibility for ensuring that FPS (Fundraising Preference Service) registrations are accurately recorded in the charity’s database and annual reporting figures are provided.
• Update to our response handling and data management documents, as activities, systems, or processes change.

About you:

We recognise that to be great at your role, there are certain characteristics that are important and others that enable a good fit within our existing team and culture.

• Supervisory experience of managing a small team, preferably a payment processing team where you have had responsibility for managing operational systems, processes, and resources.
• Passion and commitment to deliver excellent levels of supporter service in a timely and professional manner, with a positive ‘can-do’ attitude.
• Excellent verbal communication skills and the ability to communicate clearly and effectively in written correspondence. You’ll also have a talent for explaining things in a calm, reassuring, straightforward manner.
• Good numeracy skills and be at ease working with numbers. Confidence using and explaining basic financial reporting is desirable.
• Ability to maximise departmental productivity and overall efficacy.
• Broad knowledge of GDPR and Data Privacy requirements.
• Demonstrated IT literacy and experience of using a modern CRM/database.

Download Candidate Pack