Supporter Care Lead - AI-Driven Service & Team Growth

Barnardo's

Ilford

On-site

GBP 42,000 - 54,000

Full time

3 days ago

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Job summary

Barnardo's in Ilford is seeking an experienced Supporter Care Manager to lead our supporter care team and shape its future. You will deliver excellent service to supporters, oversee complaints and feedback, and use insights to drive continuous improvement across the charity.

You will build strong relationships with internal teams and external partners, develop high-performing staff, and apply data, KPIs and regulatory knowledge to enhance supporter experience while ensuring responsible use of

Qualifications

Strong customer or supporter care leadership experience.
Experience of developing high-performing teams.
Excellent complaint management and continuous improvement skills.
Confidence using data, KPIs and insight to improve performance.
Strong stakeholder management and influencing skills.
Knowledge of fundraising regulation and GDPR.
Experience or strong practical knowledge of emerging technology, AI and automation, and how these can be used responsibly to improve supporter experience and efficiency.

Responsibilities

Deliver excellent service to supporters and lead the team.
Develop and coach a high-performing supporter care team.
Oversee complaints and feedback processes for continuous improvement.
Use data, KPIs and insights to drive performance improvements.
Build strong relationships across the charity and with external partners and suppliers.