Supporter Relations Manager (mat cover)

Job Description

The Supporter Relations Team plays a pivotal role in building relationships with our supporters and assisting our fundraising team to raise vital funds that will support our mission to beat blood cancer within a generation. The main purpose of this role is to lead and develop the Supporter Relations Team to deliver excellent customer service to our supporters from the beginning of their journey with Blood Cancer UK. Our processes need to be as efficient and effective as possible to get the best from our supporters.

This is an excellent opportunity for someone with great communication, organisation and interpersonal skills. The post holder will take responsibility to help build lasting relationships with our supporters through written and verbal communication and ensure efficient administration of donations and maintaining accurate data on our CRM system. They will also maintain positive working relationships with all internal and external stakeholders, and contribute to continuous improvement both within the team and the wider organisation.

Interviews expected to take place on Monday 3rd June.

Key Responsibilities

MAIN RESPONSIBILITIESPeople Management:

• Line management responsibility for 5 line reports
• Strategic development of whole team, identifying gaps, planning, creating and delivering training to team
• Overall coordination of team workload, planning ahead, ensuring changing priorities are continuously communicated and visible
• Recruitment and inductions of staff and volunteers
• Volunteer management
• Training and coaching the team on individual tasks / processes / queries

Operations:

• Key internal contact for issue resolution for all platforms eg. telephony or fundraising page platforms
• Key member of core project group for incident reporting
• Operational planning and regular Ops meetings with key stakeholders
• Supporting colleagues cross team with varying queries on income / CRM / investigating discrepancies
• Representing SRT in cross team projects
• Coordinating briefs and communications into SRT
• Account / relationship manager for fulfilment house (Elovate)
• Complaint handling, including being the first point of contact for escalations

Continuous Improvement:

• Cross team process improvement and ways of working
• Creating and delivering cross team and organisation-wide training such as Complaint Handling and Gift Aid training
• Complex data maintenance - all work that comes up via our CRM/SRT Ops meetings, including working collaboratively to create new integrations and processes

General Responsibilities:

• Health & Safety lead for Edinburgh office
• General office management for Edinburgh office

THINGS WE ALL DO

• Promote Blood Cancer UK’s vision, mission and core values
• We’re all fundraisers. This is slightly different for all roles, and your team will have fundraising KPIs and objectives we all work to
• Attend and assist at Blood Cancer UK events and activities as required (NB this involves evening and weekend work)
• Be an effective ambassador for Blood Cancer UK at any activity you attend
• All staff are expected to adhere to Blood Cancer UK’s policies and procedures
• Do any other reasonable things your manager needs you to do

Skills, Knowledge and Expertise

• Experience using a CRM or database
• Excellent written and verbal communicator, including listening skills and outstanding customer/supporter service skills
• Strong relationship management and interpersonal skills with a pro-active approach to self-motivate and able to inspire others, including supporting them to set and achieve individual and team objectives
• Able to manage multiple projects and relationships simultaneously along with managing the day to day operations of the team
• Ability to give and receive both positive and constructive feedback to drive performance improvement
• IT literate – proficient with Word, Excel, Outlook, PowerPoint
• Confident using data and insight to improve performance and make decisions; along with positive attitude to technology, insight and data, including an enthusiasm to use new technologies and ways of working to deliver team/individual objectives
• Fluent with digital collaboration tools to meet, share and collaborate with colleagues
• Commitment to understanding users’ and audiences’ needs and behaviours, and developing products, campaigns, services and communications based on meeting these needs
• Understanding of personal data under the principles of GDPR
• A collaborative approach to working with other teams
• Able to consider barriers users might face in using our products and services, and use this insight to make sure they are accessible to everyone