Job Title: Team Lead - Member and Supporter Experience
Team: Member and Supporter Experience
Location: Hybrid (split between home-working and London)
Interview Dates: W/c 16 June
*This role sits within a pay grade with a pay range of £32,395 to £48,593. The salary on appointment will be set at the lower end of the pay range, up to a maximum of £35,635 depending on skills and experience. This approach ensures fair compensation for new hires while maintaining pay scale alignment.*
It’s an exciting time to join the Ramblers as we have recently refreshed our strategy to support our long-term ambitions.
We need your drive, knowledge, skills, and creativity to help us raise awareness of the Ramblers and what we stand for, enabling the charity to grow its supporter base and promote the joys and wellbeing benefits of walking.
We make everyone feel welcome and part of the Ramblers community. We ensure respect and acceptance, and that contributions make a difference in achieving our mission.
Context and Purpose of Role
The Ramblers community of over 100,000 members and supporters enables us to fulfill our charitable mission across Great Britain.
This role is pivotal in delivering excellent supporter service, coaching and empowering the Member and Supporter Experience Officers to meet supporter needs. You will foster a positive supporter experience, manage relationships with third-party suppliers, and drive process and system improvements. As a key contact for internal teams, you will manage workloads, ensure smooth project delivery, and champion supporter interests organization-wide.
We seek someone with experience in high-volume inbound supporter or customer service environments, capable of handling multiple inquiries across channels, with experience in coaching, mentoring, or supervising others.
Key Responsibilities:
Team Leadership and Coaching
- Manage Member and Supporter Experience Officers, providing training and coaching for excellent supporter service.
- Lead regular team check-ins and huddles to review progress and address challenges.
- Monitor quality and productivity via satisfaction ratings and performance metrics; implement remedial actions as needed.
- Coordinate key projects within the team, liaising with other departments and supporting delivery.
Supplier and Project Management
- Manage relationships with key suppliers, including briefing on projects and setting procedures.
- Monitor supplier SLAs and performance, ensuring standards and managing projects within time and budget.
- Identify new solutions or efficiencies to improve practices.
Operational Oversight
- Act as the first point of contact for incoming requests, managing workloads and rotas.
- Oversee team scheduling, ensuring coverage during peak periods and deadlines.
- Lead onboarding of new team members, ensuring they are well-equipped.
- Provide KPIs and reports to support decision-making.
High-Standard Supporter Care
- Support daily incoming enquiries.
- Develop and maintain a framework to monitor interaction quality across channels, using various feedback mechanisms.
- Review interactions regularly, providing constructive feedback for improvement.
Cross-Team Collaboration and Advocacy
- Work with other teams to build knowledge bases and ensure legal and regulatory compliance.
- Act as an ambassador for supporters organization-wide.
- Maintain strong relationships across the organization, including regional teams.
- Participate in project planning and champion supporter voices in business initiatives.
Continuous Improvement
- Proactively improve processes, response times, and supporter satisfaction.
- Suggest system improvements in collaboration with stakeholders.
Volunteer and Digital Engagement
- Manage office volunteers, ensuring they are valued and supported.
- Contribute to developing digital products to enhance membership and support volunteer recruitment and retention.
Other Duties
- Undertake additional duties as reasonably required.
The Person: Knowledge, Skills, and Experience
Essential:
- Experience in high-volume inbound supporter or customer service environments.
- Strong interpersonal and supervisory skills, with coaching and mentoring experience.
- Excellent organizational skills with the ability to prioritize effectively.
- High standard of written and verbal communication.
- Strong data interpretation skills.
- Ability to adapt communication style to different audiences.
- Experience in delivering excellent supporter or customer care.
- Team player with strong relationship-building skills.
- Innovative, solutions-focused, and quick to learn.
- Experience with CRMs (e.g., Salesforce), ticket systems (e.g., Zendesk), and telephone management systems (e.g., CloudCall).
Desirable:
- Interest in walking/outdoors advocacy.
- Experience in knowledge management, training, or supporter/customer environments.
- Experience working with fundraising or membership teams.
- Reporting and insight experience.
- Volunteer management experience.
- Knowledge of legal and regulatory charity requirements.
- Experience working with third-party suppliers.
Personal Attributes
- Collaborative, empathetic, patient, positive, professional, proactive, adaptable, responsible, and committed to inclusivity.
Values and Behaviours
Our core values include:
- Inclusive: Making everyone feel welcome and respected.
- Inspiring: Acting and speaking to motivate others.
- Empowering: Encouraging contribution and confidence.
- Responsible: Acting safely, supportively, and with environmental care.