Jobs

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Supporter Care

Co-ordinate and manage the effective delivery of day to day operations of the Supporter Care Team, ensuring all tasks are allocated, monitored and delivered effectively including administration tasks such as dealing with incoming enquiries, outgoing communications and processing memberships, payments, refunds, gift aid, direct debits and mail

Co-ordinate and oversee effective delivery of other tasks as necessary or directed

Ensure delivery of exceptional supporter care in response to enquiries via telephone, email, social media, website, letter and occasionally face to face

Direct individuals to undertake and complete tasks professionally and effectively

Monitor and report on team performance and effectiveness

Manage and respond to complaints, escalating to the Supporter Care Manager as necessary

Identify and recommend process and systems improvements to improve team performance, member service and member experience to the Supporter Care Manager

Implement and monitor process and systems improvements as agreed with the Supporter Care Manager

Meet supporter care service targets

Ensure industry and NTS best practice is adhered to

Positively influence team culture and performance

Represent the Trust, communicating effectively and confidently to internal and external team members, colleagues and stakeholders.

Evaluate supporter feedback and identify ways to maximise supporter satisfaction.

Ensure that standard operating procedures are documented and maintained.

Produce written reports when required to do so.

Proactively establish and develop good working relationships with individuals and departments across the Trust as well as our external fulfilment house and ensure the team has the information they need to deliver to members.

Monitor the Supporter Care Team to process supporter data in accordance with GDPR and PECR regulations and work closely with the Supporter Care Manager and CRM Manager to ensure supporter data is effectively managed.

People management

Motivate, support, advise and develop the Supporter Care Team Executives, acting as a first point of escalation for any complaints received.

Plan team rotas to make sure that there is sufficient cover at all times.

Lead on developing and delivering training to Supporter Care Team.

Provide induction and on-going training and coaching of team members.

Provide team and individual insights to the Supporter Care Manager for the purposes of e.g. formal Performance Review (Annual and Mid-Year).

Assist with the recruitment of new team members.

Application Deadline: Sunday 09/02/2025