Interim Opportunity: Supporter Services Team Leader

THINK Consulting Solutions Limited; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

THINK Consulting Solutions Limited is seeking an interim Head of Engagement & Contact to lead the supporter service team in London on a 10-month FTC. You will drive service quality, compliance and continuous improvement while managing complex queries and stakeholder relationships.

The role requires a proactive leader with strong experience in CRM usage, process improvement and delivering excellent customer experiences. Hybrid working with some office presence in London (Euston).

Qualifications

• Experience in customer or supporter services with proven leadership of teams.
• Ability to manage complex complaints and escalated queries.
• Knowledge of GDPR, fundraising regulations and compliance reporting.
• Proficiency in CRM systems and data quality.

Responsibilities

• Lead, motivate and develop the Engagement & Contact team.
• Oversee supporter communications, complex complaints and escalated queries.
• Ensure GDPR, fundraising regulations and internal policy compliance.
• Monitor service levels and KPIs, identify improvement opportunities.
• Develop efficient processes and provide clear guidance; ensure accurate CRM data.
• Manage relationships with third-party suppliers and internal stakeholders.
• Support the implementation of new contact centre technology and strategic initiatives.

Skills

Customer service leadership

Team leadership

GDPR compliance

CRM systems

Process improvement

Stakeholder management

Change management

Tools

CRM software

Job description

Hybrid, 1-2 days per month in London office

FTC contract: 10 months

Are you passionate about delivering excellent customer service, leading teams and improving processes? This is an exciting opportunity to lead a supporter contact team on an interim basis, ensuring high-quality experiences while driving compliance and continuous improvement for a ten month period.

Key responsibilities:

• Lead, motivate and develop the Engagement & Contact team.
• Oversee supporter communications, complex complaints and escalated queries.
• Ensure compliance with GDPR, fundraising regulations and internal policies.
• Monitor service levels and KPIs, identifying opportunities to improve performance.
• Develop efficient processes, maintain clear guidance and ensure accurate CRM data.
• Manage relationships with third-party suppliers and internal stakeholders.
• Support the implementation of new contact centre technology and strategic initiatives.

About you:

• Experienced in customer or supporter services, with demonstrable success in leading and managingteams to deliver to expectation.
• Confident managing complex complaints, resolving issues and handling sensitive situations.
• Knowledgeable about GDPR, compliance and service performance reporting.
• Competentin CRM systems, process improvement and stakeholder management.
• Able to communicate effectively, with a proactive approach to problem-solving and change.

If you’re a people-focused leader who thrives on improving service delivery and creating outstanding customer experiences, we’d love to hear from you.

This role is full time, 10 month fixed term contract. The organisation is looking for someone to start immediately.The successful candidate will need to work from their London based Head office (Euston) 1-2 days per week.