178 Jobs in Durham

Are you passionate about delivering excellent customer service, leading teams and improving processes? This is an exciting opportunity to lead a supporter contact team on an interim basis, ensuring high-quality experiences while driving compliance and continuous improvement for a ten month period. 

Key responsibilities:

• Lead, motivate and develop the Engagement & Contact team.
• Oversee supporter communications, complex complaints and escalated queries.
• Ensure compliance with GDPR, fundraising regulations and internal policies.
• Monitor service levels and KPIs, identifying opportunities to improve performance.
• Develop efficient processes, maintain clear guidance and ensure accurate CRM data.
• Manage relationships with third-party suppliers and internal stakeholders.
• Support the implementation of new contact centre technology and strategic initiatives.

About you:

• Experienced in customer or supporter services, with demonstrable success in leading and managing teams to deliver to expectation.
• Confident managing complex complaints, resolving issues and handling sensitive situations.
• Knowledgeable about GDPR, compliance and service performance reporting.
• Competent in CRM systems, process improvement and stakeholder management.
• Able to communicate effectively, with a proactive approach to problem-solving and change.

If you're a people-focused leader who thrives on improving service delivery and creating outstanding customer experiences, we'd love to hear from you.

This role is 1 to 2 days per week, for a 10 month fixed term contract. The organisation is looking for someone to start immediately. 

Further information, including the charity specifics can be provided upon enquiry. Expressions of interest will be accpeted through THINK Recruitment, where suitable candidates will be invited for a chemistry call to find out more about them, but also share details about the role.