Supporter Care Manager

The Supporter Care Manager manages and leads the Supporter Services function to provide an exceptional service to our supporters, from initial contact through the whole of their supporter journey, including thanking, welcome and upgrade calls to exemplary complaint handling. The Supporter Care Manager ensures the day-to-day operations of the Supporter Care team are completed within agreed timeframes and to the highest of standards. This role continually reviews and challenges the function''s processes to identify improvements and efficiencies in order to continually improve our supporter offer and ultimately increase fundraising income and donor retention. Key Responsibilities Communication and networking Deliver an exceptional service to our supporters from initial contact through to thanking, responding to enquiries in a timely and effective way. Develop and maintain excellent internal relationships to represent the Fundraising department effectively and credibly in person, and in all correspondence with supporters. Manage the relationship with our external suppliers who manage the fulfilment of appeal-led gifts and Direct Debits. Ensure our suppliers are meeting Service Level Agreements (SLAs) and be prepared to hold them to account for any discrepancies or failings to meet SLAs. Build good professional relationships with key stakeholders across the Foundation. Communicate technical and financial information clearly to colleagues and external stakeholders and ..... full job details .....