The Supporter Care Manager manages and leads the Supporter Services function to provide an exceptional service to our supporters, from initial contact through the whole of their supporter journey, including thanking, welcome and upgrade calls to exemplary complaint handling. The Supporter Care Manager ensures the day-to-day operations of the Supporter Care team are completed within agreed timeframes and to the highest of standards. This role continually reviews and challenges the function’s processes to identify improvements and efficiencies in order to continually improve our supporter offer and ultimately increase fundraising income and donor retention.
Key Responsibilities
Communication and networking
- Deliver an exceptional service to our supporters from initial contact through to thanking, responding to enquiries in a timely and effective way.
- Develop and maintain excellent internal relationships to represent the Fundraising department effectively and credibly in person, and in all correspondence with supporters.
- Manage the relationship with our external suppliers who manage the fulfilment of appeal-led gifts and Direct Debits.
- Ensure our suppliers are meeting Service Level Agreements (SLAs) and be prepared to hold them to account for any discrepancies or failings to meet SLAs.
- Build good professional relationships with key stakeholders across the Foundation.
- Communicate technical and financial information clearly to colleagues and external stakeholders and investigate non-routine queries.
- Work with Fundraising teams to ensure all fundraising activity is briefed into Supporter Care to enable delivery.
- Maintain sector knowledge, keeping up to date with developments in best practice.
Team management
- Line management responsibility of the Supporter Care Coordinator.
- Maintain a high-performing operational function, managing the Supporter Care functions workload to answer all supporter enquiries through post, email and phone within agreed SLAs and to the highest possible standard.
- Ensure the Supporter Care Coordinator is fully trained, provided with the information they require and offered development opportunities in the way of training and networking where possible and relevant.
- Continually review and evaluate the remit of the function to identify any efficiencies that could be made.
- Develop a culture to enable and empower the Supporter Services function to proactively identify opportunities to increase supporter value and improve our ways of working.
- Support the Supporter Care Coordinator in the development of new guidelines, processes and procedures.
Decision making, planning and problem solving
- Act as an ‘early warning system’ to spot potential trends and enable the organisation to mitigate these risks and/or respond quickly to opportunities where required.
- Use good judgement to prioritise requests based on criticality of tasks and relative importance of the supporter’s request, and escalate where required.
- Use experience, initiative and judgement to solve predictable problems using initiative and creative vision to come up with solutions.
- Run regular diagnostic reports from the database to ensure information is being accurately recorded and any errors picked up at the earliest opportunity.
- Be prepared to change working practices in time for new fundraising regulations and communicate this to the team.
Service delivery
- Set team KPIs and manage team performance against them. This will include monitoring the performance of our external suppliers.
- Maintain the CRM, creating and updating donor records to provide an accurate record of communications and contact.
- Ensure all thanking is completed within agreed SLAs, providing personalised responses as required and develop response templates for the Gift Processing team for automated thanking.
- Working with the Head of Individual & Legacy Giving to develop and lead a comprehensive programme of internally delivered welcome calls, telephone upgrades and conversion calls to our supporters.
- Manage complex and non-routine requests from supporters and colleagues.
- Regularly review and explore new systems and ways of working, seeking to continuously improve delivery.
Analysis and research
- Report back on complaints and incidents to both internal and external stakeholders, with details of the resolutions and plans to mitigate against this in the future.
- Role responsibilities are not exhaustive, and you would be reasonably expected to take on wider tasks that are commensurate with the level of your role.
Skills, Knowledge and Expertise
Skills, abilities, and attributes:
- Excellent project management skills.
- Able to set objectives, measure performance and achieve ambitious KPIs.
- Excellent interpersonal skills, able to build rapport and establish credibility quickly, tailoring style to a broad range of individuals at all levels.
- Ability to gather, analyse and report on key metrics.
- Excellent communication skills both written and verbal.
- Able to be diplomatic and sensitive on the telephone (including dealing with angry or emotional callers at times).
- Ability to work systematically and accurately under pressure.
- Conveys enthusiasm and positive attitude, and able to inspire others.
- Passionate about the fundraising causes supported by Fundraising.
- Able to work on own initiative, make decisions independently, and think creatively and laterally.
- Excellent team player willing to be flexible to support colleagues in a busy environment.
Knowledge, experience, and qualifications:
- Previous customer service experience.
- Experience of Raiser’s Edge, or a relationship database.
- Experience of managing and motivating the Supporter Care function.
- Knowledge of fundraising operations.
Benefits
- Contributory Pension
- Annual health and wellbeing personal allowance
- Enhanced maternity, paternity, and parental leave pay accessible without length of service requirements.
- Health and wellbeing programme that offers optional free yearly health check-ups.
- Support for healthy eating via fruit bowls and onsite lunch facilities.
- Agile working, flexible hours, and supportive IT kit.
- Shower facilities and bike lock area.
- Generous annual leave (27 days + bank holidays)
- Subsidies for glasses
- Employee Assistance Programme
The client requests no contact from agencies or media sales.
Thank you!
The Operations Assistant provides the coordination, administration and organisational support that enables New Wine's Operations Team to flourish.
Working closely with the Head of Operations, this role supports the smooth running of the charity by coordinating recruitment administration, governance processes, office operations, compliance records, events and organisational systems.
This is an exciting opportunity for someone at the beginning of their career who enjoys organising people and projects, improving processes and making things happen behind the scenes. You'll gain experience across HR, safeguarding, governance, operational planning and charity management while helping create the infrastructure that enables local churches to change nations.
Roles and Responsibilities
1. Operational Administration
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Provide day-to-day administrative support to the Operations Team.
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Coordinate operational workflows, ensuring tasks and priorities are delivered efficiently.
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Maintain operational documentation and filing systems.
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Support the implementation of new operational processes and improvements.
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Maintain shared operational trackers and action plans.
2. People and HR Administration
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Coordinate recruitment administration, including arranging interviews and communicating with candidates.
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Prepare contracts, offer letters and onboarding documentation.
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Complete safer recruitment checks including references, DBS applications and Right to Work documentation.
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Coordinate new starter and leaver processes.
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Maintain accurate employee records and HR systems.
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Support staff training records and mandatory compliance tracking.
3. Governance and Board Support
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Coordinate Board, Trustee and Committee meetings.
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Prepare meeting packs and distribute papers.
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Take minutes and maintain action logs.
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Maintain governance registers and organisational records.
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Support the annual governance calendar and policy review programme.
4. Policies and Compliance
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Maintain New Wine's policy library, ensuring documents remain current and version controlled.
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Coordinate annual policy review schedules.
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Maintain compliance trackers for Health & Safety, GDPR, safeguarding and organisational requirements.
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Support the administration of insurance renewals and operational documentation.
5. Office and Operational Systems
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Coordinate the day-to-day running of the office.
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Manage office supplies and equipment.
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Coordinate new starter IT equipment and software access.
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Liaise with office, facilities and IT suppliers regarding day-to-day operational matters.
6. Meetings and Internal Coordination
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Manage meeting bookings, room reservations and logistics.
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Coordinate agendas and supporting documentation.
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Maintain operational calendars.
7. Events and Logistics
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Support operational planning for the Summer Festival, Leadership Conference and other events.
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Coordinate logistics for staff team including catering, accommodation and travel.
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Prepare operational documentation and event packs.
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Support the Site Command Team through administrative coordination.
8. Operational Records
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Maintain organisational register
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Ensure records remain accurate, organised and up to date.
9. Team Contribution
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Contribute positively to the wider Operations Team.
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Look for opportunities to improve systems and ways of working.
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Support colleagues across New Wine
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Participate in staff prayer days, team days and other gatherings.
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Model New Wine's values in all aspects of your work.
The above list of job deliverables is open and partial, and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.
Person Specification
Essential Skills & Experience
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Excellent organisational skills and attention to detail.
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Able to manage multiple priorities and meet deadlines.
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Strong written and verbal communication skills.
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Confident using Microsoft 365, including Outlook, Word, Excel and Teams.
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Able to build positive working relationships across teams.
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High level of discretion when handling confidential information.
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Proactive with a willingness to learn and develop.
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Strong problem-solving skills and a positive attitude.
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Committed to the vision, values and Christian ethos of New Wine.
Desirable
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Previous experience in an administrative, operational or customer-facing role.
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Experience working in a charity, church or events environment.
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Knowledge of HR administration, safeguarding or governance.
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Experience using Microsoft 365, SharePoint or CRM systems.
Role Particulars
Working Pattern
Full-time, including weekly (Tuesday) in-person team meetings in London. The rhythm is as follows: All-staff meetings on 1st and 3rd week of the month, and individual Operational team days on the 2nd and 4th week of the month. The nature of this role means that some travel and working away from home will be required, as agreed in advance. Specifically, the post holder must be available for the annual leadership conference and the New Wine summer festival.
Places of Work
This role is eligible for hybrid and flexible working, with a minimum of 1 day in the London office a week
Supervision
The post holder will receive regular supervision from the Head of Operations.
This post is subject to an occupational requirement that the holder be a practising Christian under Part 1 of Schedule 9 of the Equality Act 2010.
This job description is intended to summarise the primary responsibilities and qualifications for this position. The job description is not intended to include all duties an individual in this position might be asked to perform or all capabilities that may be required now or in the future. New Wine reserves the right to revise the duties outlined in this job description at its discretion.
Application process
Key Dates
The application deadline is 9:00am on Wednesday 9 September 2026. We reserve the right to close applications early if a suitable field of candidates is identified before the closing date.
Shortlisted applicants will be notified by 5:00pm on Friday 11 September 2026 and invited to a first-stage online interview, which will take place on Friday 18 September 2026.
Candidates successful at the first stage will then be invited to a second-stage interview at our London office.
How to Apply
Please email the following:
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A copy of your CV.
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A supporting statement (maximum one side of A4) answering the following questions:
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Why would you like to work for New Wine?
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Tell us about your Christian faith and how it shapes your life, work and sense of calling.
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What relevant experience, skills and strengths would you bring to this role?
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Why do you believe this role is the right next step for you?
As this role is subject to a Genuine Occupational Requirement that the post holder be a practising Christian (under Part 1 of Schedule 9 of the Equality Act 2010), we ask all applicants to include a brief description of their Christian faith as part of their supporting statement.
The client requests no contact from agencies or media sales.
Thank you!
As a Service Manager, you will lead the day-to-day delivery and ongoing development of the Newham Together Cafe, ensuring the service provides safe, high-quality, recovery-focused support to people experiencing or approaching a mental health crisis.
What you'll do
- Lead the operational delivery and development of the service, ensuring it meets contractual requirements, quality standards and the needs of the local community
- Provide effective leadership, line management, supervision and support to staff and volunteers, promoting a positive, inclusive and high-performing team culture
- Monitor service performance, outcomes, capacity, safeguarding and risk, using data and feedback to drive continuous improvement and ensure effective service delivery
- Build and maintain strong partnerships with NHS services, commissioners, local authorities and community organisations, representing the service at partnership meetings and multi-agency forums.
Please see the job pack for more information.
Registered Charity
51 - 100
We endeavour to make sure that everyone with a mental health or emotional issue has somewhere to turn for advice and support.
The client requests no contact from agencies or media sales.