Supporter Care Team Leader

We have an exciting opportunity for an experienced Supporter Care Team Leader to join our Supporter Services team. You will join us working 35 hours per week, on a 12 month fixed term contract and will be based at both our National Cat Centre in East Sussex and from home. In return you will receive a salary of up to £30,781.96 per annum plus excellent benefits.

Since 1927, Cats Protection has helped thousands of cats each year, across the UK. As a community of volunteers, employees, supporters and partners, we’ve improved the lives of millions of cats and transformed the way millions of people see and care for cats.

The Supporter Services team is part of the Cats Protection Marketing & Income Generation directorate. We answer queries from supporters about memberships, sponsorships, lotteries, raffles and donations. We also record and update the contact preferences of our supporters to ensure we only send communications which are wanted. The Supporter Services team is also responsible for the management of the Gift Aid scheme for Cats Protection, claiming money back from HMRC to provide much needed assistance to the many cats and kittens in need of help. We look to provide the best service possible to our supporters, although we never stop striving to improve this service.

Responsibilities of our Supporter Care Team Leader:

As Supporter Care Team Leader you will lead a team of Supporter Services Advisors, who are the first point of contact for fundraising enquiries, and through direct communication with supporters via a variety of channels (including inbound and outbound telephone calls, letters, email and social media response), build loyal, committed relationships with supporters. You will establish and maintain processes and procedures to provide a first-class level of customer care to current and potential supporters.

What we’re looking for in our Supporter Care Team Leader:

• Demonstrable experience of line managing staff including setting objectives, managing performance, conduct, staff development, induction and training in line with organisational policies
• Demonstrable experience in a supporter relations or customer care environment
• Experience of delivering a high quality of telephone-based customer support or service
• Experience of handling complex complaints and queries
• Understanding of compliance within an supporter care environment, including Data Protection, Fundraising Code of Practice, Gift Aid etc.

What we can offer you:

• salary of up to £30,781.96 per annum
• generous annual leave entitlement
• contribution pension scheme
• life assurance scheme
• range of health benefits including private healthcare
• Employee Assistance Programme
• and more

Join us as our Supporter Care Team Leader and know you are helping to make a real difference to cats and kittens across the UK!

Closing date: 10th April 2024

Virtual interview date: Week commencing 22nd April 2024

Applications may close before the deadline, so please apply early to avoid disappointment. Please note, applications received after the closing date may not be responded to.

Please email if you require any adjustments to be made for you to complete your application or to participate in the recruitment journey.