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Closing in 5 days
Barnardo's, Birmingham (On-site)
£13,042.93 - £13,439.76 per year
Posted 1 week ago
Gorse Hill Studios, Manchester (On-site)
£26,000 – £29,000 FTE dependent on experience
Posted 1 week ago
Social Interest Group, Croydon (On-site)
£30,200
We're hiring a Deputy Service Manager to support with managing our residential services based in Croydon.
Posted 1 week ago
Social Interest Group, Croydon (On-site)
£30,200 per year
We're hiring a Deputy Service Manager to support with managing our residential services based in Croydon.
Posted 1 week ago
The Oasis Centre, Manchester (On-site)
£24,000 per year
Posted 1 week ago
Closing in 5 days
Allen Lane Interim & Permanent Recruitment, Central London (On-site)
£325 - £425 per day
Posted 1 week ago Apply Now
Great Ormond Street Hospital Children's Charity, Bloomsbury (On-site)
£52,526 per year
Posted 1 week ago
Page 63 of 117
Fleet, Hampshire (Hybrid)
£45,500 per year
Full-time
Temporary (14 months)
Job description

Championing supporter care across The Charity, you will lead on guaranteeing a high quality experience for our donors and supporters through their journey with us. Everything the team does is about ensuring CX excellence, from handling first communications and processing income, through to ensuring that an appropriate ‘thank you’ is received.

Responsible for a small team of both Central Operations and Supporter Care experts you’ll ensure that our community are placed at the centre of all we do. Working with Fundraising, Finance and Marketing you’ll ensure the smooth running of our campaigns and income reconciliation, implementing the workflows to get the right data into the CRM, acting as the central point between them and our technical teams (Website, Journeys, Finance and IT).

WHO WE'RE LOOKING FOR:

With boundless energy, passion and enthusiasm, you are the positive and welcoming face of the Charity, inspiring and motivating our supporters and encouraging their ongoing participation. You’ll work tirelessly to ensure that they receive the best possible service and see themselves as an integral part of our community.

You’ll have proven experience of working in a busy Supporter Care or customer-focused role, as well as being a people manager, with a good understanding of the fundraising environment. You’ll need a strong understanding of our systems, processes, fundraising options and services. You’ll also be responsible for inspiring excellent supporter care across the Charity, ensuring that our community is placed at the centre of all we do

KEY ACCOUNTABILITIES:

  • With the support of the Head of CX, provide an exemplary core Supporter Care and Central Operations function, meeting agreed SLAs to maximise supporter engagement, stewardship and accurate income processing
  • Oversee accurate daily and monthly bank reconciliation, working closely with the Finance and Fundraising teams
  • Support initiatives to maximise engagement by calling supporters e.g. to welcome them to The Charity and to talk to them about Gift Aid
  • Work with the Head of the CX team to create monthly reports to evidence progress and adherence to the team SLAs
  • Manage complaints and assist other teams in responding to complaints, ensuring robust recording in the CRM
  • Lead on new supporter care projects and activities
  • Regularly review fundraising and complaint policies, updating documentation and processes as needed e.g. vulnerable persons policy
  • Provide supporter care ‘consultancy’ for other teams and promote supporter care excellence
  • Keep up to date on current fundraising regulations and legislation; share knowledge and best practice with the wider team
  • Lead on planning, implementing and documenting team processes, striving to automate and improve wherever possible
  • Facilitate and provide training to members of the team as required
  • Support regular reviews of Gift Aid and ensure Gift Aid claims and income are maximised, working closely with the Finance team
  • Identify volunteer opportunities and manage team volunteers, acting as a Volunteer Champion for the team
Posted by
The Brain Tumour Charity View profile Organisation type Registered Charity Company size 51 - 100

The Brain Tumour Charity is the world’s leading brain tumour charity and the largest dedicated funder of research into brain tumours globally.

The Brain Tumour Charity logo Play
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Posted on: 18 August 2025
Closing date: 31 August 2025 at 23:30
Tags: Customer Service, Customer support

The client requests no contact from agencies or media sales.