Supporter Services Team Leader - Engagement & Contact

Sue Ryder; Greater London; Híbrido; GBP 37.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Company pension scheme

27 days holiday – rising to 33 with 9

Enhanced maternity and paternity pay

Electric Vehicle Scheme

Healthcare Cash plan

Staff discount of 10%

Structured induction programme

Descripción de la vacante

Sue Ryder is seeking a proactive Supporter Services Team Leader to drive engagement and oversee a busy contact centre. You will manage a team delivering supporter care, handle complaints, and ensure GDPR compliance while working in a hybrid role with London office days.

The role focuses on operational excellence, KPI reporting and delivering strategic initiatives to support Sue Ryder’s mission and fundraising efforts.

Formación

• Experience in customer service and supporter engagement.
• Proven ability to lead a team and manage contact centre operations.
• Knowledge of GDPR and complaints handling.

Responsabilidades

• Lead supporter engagement and contact operations and monitor KPIs.
• Oversee complaints handling and GDPR requests, ensure compliance with policies.
• Line-manage the engagement and contact team and drive performance.
• Deliver high-quality supporter care in a charity or commercial setting.
• Demonstrate SLAs management and staff development to meet goals.
• Proactively improve engagement and communication with supporters.

Conocimientos

Customer service leadership

KPI reporting

GDPR compliance

People management

Descripción del empleo

Supporter Services Team Leader (Engagement & Contact)

£36.8 – 40k per annum.10 month fixed term contract pending start date, until the 16th August 2027

37.5 hours per week

Hybrid - Working from home and in the London Office 1-2 days a week minimum

London, NW1 1BU

Become a part of our story.

Our work matters because life matters, until the very end. For over 70 years, our specialist team has been working towards giving everyone the palliative and end-of-life care they deserve. And we're looking for Supporter Services Team Leader (Engagement & Contact) to help us get there.

Are you passionate about delivering outstanding supporter experience and operational excellence?

Sue Ryder is seeking a proactive and experienced Supporter Services Team Leader to join our dynamic team. If you have a strong background in customer service/supporter engagement and contact centre management whilst managing a team, this is your chance to make a real impact.

Supporting our Fundraising Directorate, you'll play a vital role in ensuring complaints resolution and compliance, driving engagement and contact opportunities such as outbound calling and leading a team to success. You'll work closely with the Supporter Services & Standards Manager to deliver strategic initiatives that support our mission.

You will be responsible for:

• Lead supporter engagement and contact operations: Manage and develop our supporter/customer contact centre, ensuring high-quality service delivery across all supporter channels while monitoring and reporting on KPIs.
• Manage complaints, compliance and GDPR requests: Oversee supporter complaints and conflict resolution, lead investigations, ensure compliance with fundraising policies and regulations, and manage supporter deletion and GDPR requests.
• Team Leadership: Line manage the engagement and contact side of the Supporter Services & Standards team, supporting their development and fostering a high-performance culture.
• Experience delivering high-quality customer or supporter care within a charity or commercial environment in managing complex supporter or customer enquiries and complaints.
• Leadership skills: Proven ability to manage SLAs, inspire staff, and develop a team to achieve goals.
• A passion for impact: A desire to contribute to the success of our fundraising efforts, and to help deliver strategic goals that support Sue Ryder’s mission.
• Proactive mindset: Ability to take initiative, solve problems, and drive continuous improvement in how we engage and communicate with our supporters.

Interviews will be done on a rolling basis

**We reserve the right to close this advert prior to the closing date should we feel we have a sufficient number of suitable applications.

What can we offer you?

• Company pension scheme
• 27 days holiday – rising to 33 with length of service plus bank holidays
• Enhanced maternity and paternity pay
• Electric Vehicle Scheme
• Healthcare Cash plan, to claim back costs of routine healthcare
• Staff discount of 10% on new goods online at shop.sueryder.org
• Structured induction programme and learning and development opportunities.

For more of our employee benefits please visit our website:

Our commitment to equity, diversity and inclusion

At Sue Ryder, we believe a diverse workforce helps us provide the best care and support. We’re committed to equity, diversity and inclusion and to eliminating unlawful discrimination.

We welcome applications from people from Black, Asian and Minority Ethnic communities, LGBTQ+ individuals, those from lower socio-economic backgrounds, and people living with disabilities.

As a Disability Confident Committed employer, we support the ‘Offer an Interview’ scheme for disabled applicants who best meet the minimum essential criteria. We also use inclusive recruitment practices, including sharing interview themes or questions in advance, remote interviews and other accessibility support.

Once in post, you’ll have access to staff and volunteer networks and an Inclusion Passport to record and carry workplace adjustments.

Join us in creating a culture where everyone feels respected, valued and able to thrive.