Supporter Care Lead — Data-Driven & AI‑Smart

Barnardo's; London Borough of Redbridge; On-site; GBP 45,000 - 55,000; Full time

Job summary

Barnardo's is seeking an experienced Supporter Care Manager to lead the team, deliver excellent service to supporters, and shape the future of supporter care. You will oversee complaints and feedback, and use data and KPIs to continuously improve how we work while building strong relationships across the charity and with external partners.

The role requires strong leadership in supporter care, experience in developing high‑performing teams, and a proactive approach to using data and emerging

Qualifications

• Experience leading supporter/customer care teams.
• Ability to develop high-performing teams.
• Strong complaint management and continual improvement skills.
• Uses data, KPIs and insight to drive performance.
• Effective stakeholder management and influencing skills.
• Knowledge of fundraising regulation and GDPR.

Responsibilities

• Lead and develop the supporter care team to deliver excellent service.
• Oversee complaints and feedback processes and ensure timely resolution.
• Use insight and data to continuously improve ways of working.
• Build strong relationships across the charity and with external partners/suppliers.

Skills

Customer care lead

Team development

Complaint management

Data-driven improvement

Stakeholder management

GDPR knowledge

AI & automation awareness

Job description

Barnardo's is seeking an experienced Supporter Care Manager to lead the team, deliver excellent service to supporters, and shape the future of supporter care. You will oversee complaints and feedback, and use data and KPIs to continuously improve how we work while building strong relationships across the charity and with external partners.

The role requires strong leadership in supporter care, experience in developing high‑performing teams, and a proactive approach to using data and emerging