Supporter Service Manager
Ref: SSM/CEN

Location
WWT Slimbridge and Headquarters
Department
Fundraising, Marketing, Marketing and Supporter Development , Membership
Salary
£34,671 - £36,496 pa
Position type
Full Time
Working pattern
37.5 hours a week, Monday to Friday
Job advert

About Us

WWT (the Wildfowl & Wetlands Trust) is the nation’s leading wetland conservation charity. We are pioneers in protecting wetlands for wildlife and people, both in the UK and around the world.

Almost all life depends on wetlands for water, food, or habitat. Yet a third of all wetlands have been destroyed. We are leaders in saving threatened wetland wildlife, a centre for excellence in conservation science and experts in wetland management and creation.

Supporters are at the heart of everything we do and so we are now looking for a Supporter Service Manager to deliver excellent supporter care and ensure the voice of our supporters is heard across the organisation.

Your Benefits

- Salary of £34,671 - £36,496 per annum
- 25 days’ annual leave plus Bank Holidays (increasing to 30 days’ holiday with service)
- Contributory pension scheme
- Life assurance
- Free car parking and secure bike storage areas
- Cycle to work scheme
- Free entry to all our centres

If you have customer services or financial admin team management experience gained within a charity or membership organisation, this is a prime opportunity to drive your career forwards with our vital charity.

You’ll play a pivotal role in our supporter processes, to ensure our supporter’s gifts are effectively and efficiently facilitated, helping WWT continue protecting wetlands through their support.

We also offer a supportive and forward-thinking work environment where you will be able to grow and develop professionally whilst playing your part in the support of our wetland habitats.

The Role

As the Supporter Service Manager, you will play a key role in leadership of the Supporter Services Team, ensuring excellent supporter care and stewardship is provided to all those who contribute to our organisation.

Your team sits within the Supporter Development Department and looks after our large, diverse supporter base. As the senior member of the team, you will play a role in the senior management of the overall department and will work to deliver an ambitious new strategy to improve the supporter experience, implement new supporter journeys and maximise the voluntary income.

Additionally, your role will involve:

- Streamlining team working and capitalising on new opportunities
- Line managing the Supporter Service Team Leader, Supporter Service Co-ordinator and two Supporter Service Officers
- Indirectly managing a team of six Administrators
- Overseeing the fulfilment of subscription products
- Managing a range of fundraising administration responsibilities
- Ensuring that supporter gifts are handled with care and processed efficiently
- Delivering accurate and compliant supporter records

About You

To be considered as the Supporter Service Manager, you will need:

- Experience of managing a customer services and financial administration team in a charity or membership organisation
- Experience of direct line management including all aspects of the employee life cycle
- Experience of working with ThankQ or similar CRM databases
- Experience of managing budgets
- Experience of implementing process improvement measures
- Experience of resource planning, creating rotas and team schedules
- The ability to inspire, lead and motivate target driven teams
- To be educated to degree level or equivalent

A customer service and/or management qualification would be beneficial to your application. Experience of contact centre management and high-volume telephone call cover would also be an advantage, as would experience of managing suppliers.

Other organisations may call this role Supporter Engagement Manager, Supporter Service Team Manager, Supporter Manager, Supporter Care Manager, Fundraising Manager, or Fundraising Campaign Manager.

We are eager to hear from those who have held the role of Customer Service Manager, Financial Administration Manager, Accounting Manager, Customer Care Manager, or Customer Support Manager.

Closing date:    2nd February 2020
Interview date:  11th February 2020

WWT is an equal opportunities employer and all applications will be considered solely on merit.

Job description
10_Supporter_Service_Manager.pdf
Closing Date
02/02/2020

Unless specifically stated, we do not accept CVs for job applications

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