Customer Service Manager

12-Month Fixed-Term ContractBased: NW London/Hybrid workingAre you an experienced customer service leader with a passion for delivering exceptional supporter experiences? Do you enjoy improving processes, leading high-performing teams and solving complex challenges? If so, we''d love to hear from you.We''re looking for a Customer Service Manager to join our client''s fundraising team on a 12-month fixed-term contract. This is an exciting opportunity to lead a dedicated supporter contact team, ensuring every interaction reflects the organisation''s commitment to outstanding service while driving continuous improvement across supporter engagement. Your role as Customer Service Manager:Leading and motivating the Engagement and Contact team to deliver outstanding supporter service.Managing supporter enquiries, complex complaints and GDPR requests through to resolution.Monitoring service levels, KPIs and performance, identifying opportunities for continuous improvement.Developing new processes and maintaining clear operational guidance and documentation.Working closely with fundraising, data, finance, legal, IT and regional teams to support campaigns and organisational objectives.Managing relationships with third-party suppliers and contact centre software providers.Supporting the rollout and optimisation of contact centre technology.Ensuring compliance with fundraising regulations, supporter care standards and data protection requirements.Coaching, developing and supporting team ..... full job details .....