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Senior communication manager jobs in Camden, greater london

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Top job
Operation Smile UK, Battersea (Hybrid)
£41,500 per year
Seeking an experienced and enthusiastic individual to join Operation Smile UK as Senior Supporter Care Manager on a full-time basis
Posted today Apply Now
Top job
Youth Endowment Fund, City of London (Hybrid)
£44,100 per year
Posted 2 days ago
Top job
RNLI, Remote
£42,479 - £49,976 + Benefits
You will lead and inspire our Engagement team, with a particular focus on how we steward and grow high-value legacy relationships.
Posted 5 days ago
Top job
Church of England, London (Hybrid)
Up to £61499 per annum
Posted 2 days ago
The King's Trust, London (Hybrid)
£31,277.00 to £44,064.00 dependent on your location, skills, knowledge and experience
Posted 1 day ago
Marie Curie, Remote
£50,000-60,000 per annum, depending on experience
Posted today
NSPCC/ChildLine, Remote
£34,582 - £40,821 plus up to £200 hybrid working allowance or up to £3,336 London weighting as applicable, per annum
Posted today
Sir Martin Gilbert Learning Centre, London (Hybrid)
£38,000 - £44,000 per year
Seeking a passionate outreach lead to help shape the direction of a fast-growing education charity working in UK secondary schools.
Posted today Apply Now
NCVO, London (Hybrid)
£46,675 per annum, rising to £51,077 if London based
Posted 2 days ago
Closing in 5 days
The Bureau of Investigative Journalism, Shoreditch (Hybrid)
£60,000 - £65,000 per year
The Bureau of Investigative Journalism is looking for a Finance Manager to strengthen operations and support impactful journalism.
Posted 1 day ago
Closing in 2 days
Jesuit Refugee Service UK, E1W, London (On-site)
£35,000 per year
Seeking an individual passionate about justice for displaced people with a strong background in fundraising and community outreach
Posted 1 week ago
Closing in 2 days
Malaria No More UK, London (Hybrid)
£51,000 - £57,000 per year
Join Malaria No More UK as our Senior Policy and Research Manager and help end one of the world’s deadliest diseases.
Posted 6 days ago
Page 1 of 17
Battersea, Greater London (Hybrid) 4.54 miles
£41,500 per year
Full-time
Contract
Job description

We are looking for a Senior Supporter Care Manager, this role reports to the Director of Development and Communications.

The successful candidate will have significant experience in a supporter care, supporter experience or donor services environment within the charity sector, with proven experience of managing and developing teams. You will be flexible, able to work under pressure and manage a busy and sometimes competing workload. You will be able to effectively plan, implement, and balance your workload to continuously support Operation Smile UK’s fundraising programme.

Key Responsibilities

Reporting to the Director of Development and Communications, your duties and responsibilities will include, but are not limited to:

Team Leadership & Development

  • Lead, develop and motivate the Supporter Care team, fostering a positive, inclusive and supporter-focused team culture.
  • Manage and maintain a robust internal call handling and outbound calling training programme — covering inbound supporter care, retention and winback conversations — for both members of the Supporter Care team and across the organisation.
  • Ensure internal SLAs are met, overseeing quality through delivery of response times (by channels) and credible and clear communications with our supporters.

Supporter Care & Experience

  • Oversee the delivery of high-quality, timely and empathetic responses to supporter enquiries across all channels, including handling complex enquiries, complaints and managing escalations where needed.
  • Act as Operation Smile UK’s supporter experience expert, shaping and reviewing supporter-facing content, acknowledgement letters, calling scripts and digital communications to ensure a consistent, high-quality experience across all touchpoints.
  • Own the development and review of all supporter-facing communications and internal supporter care materials, ensuring they reflect best practice and deliver a consistent supporter experience.
  • Manage and monitor the call review and vulnerable persons programme to ensure high standards are maintained in all telephone interactions, including those involving external agencies.
  • Oversee the processing of acknowledgements and problem payments.
  • Manage an efficient stock control system to ensure the team maintains sufficient stock to meet fulfilment KPIs.

Supporter Retention & Engagement

  • Play a leading role in supporter journey design, engagement and stewardship projects, using supporter insight and feedback to shape and improve the experience at each stage.
  • Ensure the supporter experience is considered in all new and existing supporter journeys across the organisation, acting as the voice of the supporter in cross-functional planning.
  • Work alongside the Retention and Legacy Fundraising Lead to develop and deliver supporter journeys across all donor segments, including regular givers, high value donors, the core donor base, and legacy prospects and pledgers, providing operational insight and delivering outbound retention and winback calling activity as part of the wider retention programme.

Budget & Performance Monitoring

  • Support the development and monitoring of budgets relating to supporter care activity, including response handling costs and supplier spend, working collaboratively with the wider fundraising team to maintain oversight of response forecasts and performance.
  • Monitor supporter care and experience performance, analysing feedback, satisfaction data and operational KPIs to drive service improvements.
  • Contribute to supporter experience initiatives and transformation projects, supporting the implementation of improved processes, systems and ways of working, and proactively identifying opportunities to enhance the supporter experience.
  • Set, monitor and report on supporter response times and service level targets across all communication channels, ensuring the team consistently meets or exceeds agreed standards and identifying areas for improvement.

Data, Processes & Compliance

  • Ensure accurate and efficient processing of supporter income and data, overseeing processes including Gift Aid, data handling, reconciliation between systems and daily banking of income received.
  • Manage the development and documentation of procedures covering all supporter care processes and data capture.
  • Support colleagues in their use of the CRM database and maintain data entry procedures.
  • Maintain Operation Smile UK’s commitment to supporter care and data protection, and ensure that policies relating to these areas are developed and upheld.

Cross-Team Collaboration & Partner Management

  • Work collaboratively across fundraising, communications and data teams to ensure a consistent, high-quality supporter experience across all campaigns and channels.
  • Take a lead in managing relationships and processes with response handling agencies and other external partners.

Interviews will be conducted in person at our office on Monday the 22nd June & Wednesday 24th June. 

Disability Confident Committed Employer

We're a Disability Confident Committed employer, so we guarantee an interview to any disabled applicant who meets the minimum requirements for the job.

At Operation Smile UK, we value individuals based on their performance and potential. We're dedicated to creating a diverse and inclusive workplace that supports everyone's needs. We're happy to make reasonable adjustments throughout the application and employment process, and we particularly welcome applications from diverse backgrounds.

If you need this document in a different format, require any adjustments, or need help with your application, please contact us (further details contained within the job description).

Equality, Diversity & Inclusion

Operation Smile UK knows fundraising could better reflect the diverse backgrounds and experiences of the people the charity sector supports. If you don’t meet every requirement but believe your transferable skills align with the role, we encourage you to contact us for a conversation. 

We want our team to reflect the diversity of the communities we serve, offering equal opportunities to everyone, regardless of, age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

We celebrate diversity and encourage you to bring your authentic self to Operation Smile UK. We are committed to supporting all applicants and ensuring a fair hiring process. All appointments will be made solely on merit, and we are happy to make reasonable adjustments throughout the recruitment process. 

Application resources
Organisation
Operation Smile UK View profile Organisation type Registered Charity Company size 11 - 20
Posted on: 03 June 2026
Closing date: 17 June 2026 at 23:00
Tags: Customer Service, Customer support, Direct / Supporters

The client requests no contact from agencies or media sales.