Supporter Services Team Leader - Engagement and Contact

Be there when it matters. Are you passionate about delivering outstanding supporter experience and operational excellence? Sue Ryder is seeking a proactive and experienced Supporter Services Team Leader to join our dynamic team. If you have a strong background in customer service/supporter engagement, contact centre management and CRM record administration whilst managing a team, this is your chance to make a real impact. Supporting our Fundraising Directorate, you''ll play a vital role in ensuring complaints resolution and compliance, driving engagement and contact opportunities such as outbound calling and leading a team to success. You''ll work closely with the Supporter Services and Standards Manager to deliver strategic initiatives that support our mission. Key responsibilities: Lead supporter engagement and contact operations: Manage and develop our supporter/customer contact centre, ensuring high-quality service delivery across all supporter channels while monitoring and reporting on KPIs. Manage complaints, compliance and GDPR requests: Oversee supporter complaints and conflict resolution, lead investigations, ensure compliance with fundraising policies and regulations, and manage supporter deletion and GDPR requests. Team Leadership: Line manage the engagement and contact side of the Supporter Services and Standards team, supporting their development and fostering a high-performance culture. Essential Criteria Experience delivering high-quality customer or ..... full job details .....