Supporter Care Lead — Data‑Driven, AI‑Enabled Service

Barnardos

United Kingdom

Hybrid

GBP 42,000 - 56,000

Full time

14 days+

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Hybrid working

Pension scheme

Annual leave up to 30 days

Cycle2work

Season ticket loan

Discounts & cashback

Employee assistance program

Learning & development

Job summary

Barnardo's is seeking an experienced Supporter Care Manager to lead our supporter care team and shape the future of our engagement strategy. You will deliver excellent service to supporters, develop high-performing staff, oversee complaints and feedback, and use insight and data to continuously improve how we work.

You will also build strong relationships across the charity and with external partners and suppliers.

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

Lead and develop the supporter care team and shape the future of supporter care.
Deliver excellent service to supporters and oversee complaints and feedback.
Use insight and data to continuously improve how we work.
Build strong relationships across the charity and with external partners and suppliers.