Supporter Care Manager

Barnardo's; Ilford; On-site; GBP 42,000 - 54,000; Full time

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.

Skills

Leadership

Team development

Complaint management

Data & insights

Stakeholder management

GDPR knowledge

AI & automation awareness

Job description

We're looking for an experienced, innovative Supporter Care Manager to lead our team and help shape the future of supporter care.

You'll be responsible for delivering excellent service to our supporters, leading and developing the team, overseeing complaints and feedback, and using insight and data to continuously improve how we work. You'll also build strong relationships across the charity and with external partners and suppliers.

We're looking for someone with:

• 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.

If you're passionate about people, great service and finding smarter ways to work, this is an opportunity to make a real impact on how we support and engage with our supporters.