Job Title: Head of Supporter Services
Job Ref: 2822
Employer: Save the Children
Job Location: London
Closing Date: 20/11/2016
 
Job Description:

We are seeking a passionate, driven and enthusiastic individual to join us as Head of Supporter Services to lead and inspire a high energy team to deliver exceptional service to our individual supporters.

Working in more than 120 countries, we do whatever it takes to create breakthroughs in the way the world treats children. Our Marketing, Fundraising and Communications department exists to inspire millions of people – from individuals to large corporate organisations – to support our quest for change. Together, we save children’s lives, fight for their rights and help them fulfil their potential.

Our supporters are crucial to our vision. We cannot reach more children and save more lives without their support. For this reason we are working hard to put supporters at the heart of our work across the division. As Head of Supporter Services you will play a crucial role in developing and delivering our supporter-centric approach. You will work cross-organisationally to develop a holistic sector leading supporter experience and to represent the voice of the supporter in our decision making. In addition you will:

  • Ensure we exceed best practice in supporter care, including delivering on our supporter manifesto and supporter promise
  • Set the direction, through the development of a robust supporter service strategy, for delivering an amazing experience to our supporters when they engage with us through mail, phone, social media and email
  • Drive forward a programme of surprise and delight, going above and beyond supporters’ expectations when they interact with us
  • Ensure essential supporter operations and administration is delivered effectively and efficiently, meeting agreed SLA’s and required regulation criteria.

To be successful, you will be educated to degree level, with a proven track record of developing and delivering customer (or supporter) service strategies within a retail, banking or charity sector.  Passionate about good customer/supporter experience you will be driven to improve our work to drive supporter loyalty, in addition you will have:

  • The ability to lead and inspire large teams
  • Good reporting skills through excel or equivalent and a knowledge of CRM and banking systems
  • Developed and implemented business processes to deliver service levels that meet and exceed customers’ expectations
  • Experience of managing plans and budgets in an organisation that has delivered great customer service
  • Experience of managing a team responsible for business process improvements
  • An outstanding communicator both written and orally.

 A customer service qualification is desirable but not essential.

At Save the Children we are committed to the safeguarding and protection of children in our work. We will do everything possible to ensure that only those who are suitable to work with children are recruited to work for us. This post is subject to a range of vetting checks including a criminal records disclosure.

Our mission is to inspire breakthroughs in the way the world treats children and to achieve immediate and lasting change in their lives. If you share our mission, are passionate about making it happen and strongly believe you can contribute then join us and we'll give you every opportunity to succeed. We look forward to hearing from you.

Closing date: 20th November 2016

Applications will be reviewed on a rolling basis and interviews may be held before the closing date.

 

Interview expenses: Candidates should note that unfortunately it is not our policy to reimburse expenses accrued when attending interviews at Save the Children UK unless you are requested to attend an interview in an alternative location to where the role is based.

 Pre-employment Checks: Any Employment with Save the Children UK will be subject to the following checks prior to your start date:

  • a satisfactory police record check to include a Disclosure and Barring Service (DBS) check and/or an International Criminal Record Check (If applicable)
  • receipt of satisfactory references
  • proof of eligibility to work in the national location for this role

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