Supporter Care Manager

  • Truro, UK
  • Full-time

Company Description

St Petrocs is an organisation which attracts, develops, and retains talented individuals who are united around a common purpose: to end homelessness in Cornwall.

St Petrocs was established to offer support to those who have nowhere else to go and acts as the last line of defence against someone having to experience rough sleeping. We are an independent, charitable organisation that provides people in need with somewhere and someone to turn to. 

"Equally Different"
Our clients come from all walks of life, and so do we. We wholeheartedly believe that a broad diversity of thought, identity, background, and lived experience makes us a stronger organisation.

From the front-line professionals delivering critical engagement, resettlement, counselling, and accommodation services, to the dedicated support staff working in administration, finance, fundraising and communications, we are committed to building an inclusive environment where people of all backgrounds are treated fairly and feel a genuine sense of belonging.

If you want to be different together, you will feel at home at St Petrocs.

Job Description

As the Supporter Care Manager, you will oversee the charity’s Supporter Care team, driving a culture of stewardship and promoting the delivery of an exceptional supporter experience – both within the team, and across the organisation. 

The Supporter Care team are the main point of contact for all supporters regarding donations and general enquiries, and you will be responsible for ensuring that all data, income, and communications are captured correctly and consistently on the charity’s database (thankQ).

Together with the team, you will work closely alongside other areas of Support Services (including Finance, HR/Payroll, and Fundraising & Communications), providing essential administrative assistance and ensuring the continued delivery of an effective support function to the Operational services at St Petrocs. 

In all you do, you will inspire an approach focussed on building meaningful relationships with our supporters which increases their level of satisfaction and engagement. 

Details

Role: Supporter Care Manager
Reports to: HR Manager
Salary: £34,732.00 per annum
Probationary period: 6 months
Hours: 37.5 hours per week

Many of our staff work flexibly, including part-time. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.

Holidays: 33 days including bank holidays
Length of contract: Permanent 

Main Responsibilities

Duties will include, but not be limited to:

  1. Manage and motivate the Supporter Care team to ensure an excellent supporter experience is consistently delivered at the first point of contact, through all communication channels.
  2. Manage the development and documentation of procedures for timely, accurate, and consistent data capture and income processing, ensuring these are understood and adhered to by all colleagues.
  3. Develop and continually review a training process for new and existing members of staff to ensure excellent supporter service and oversee the continual learning and professional development of the Supporter Care team.
  4. Oversee the use and maintenance of the charity’s CRM (thankQ).
  5. Together with the team, set standards of excellence and agree how success will be measured.
  6. Work closely with the wider Fundraising & Communications team to ensure the Supporter Care team works towards and helps deliver on the organisation’s strategic fundraising objectives.
  7. Maintain a clear understanding of best practice and relevant legislation (e.g. Gift Aid and Data Protection) in the fields of supporter care and database management, developing good working relationships with peers in the charity sector, monitoring external development and adapting to change where needed.
  8. Oversee organisational purchasing, including cleaning materials, stationery, clothing, and other goods, ensuring the best value for money at all times. 
  9. Ensure the team has a broad understanding and knowledge of all operational activity, key fundraising activities, and volunteering opportunities, in order to promote a ‘get it right first time, every time’ approach to supporter care.
  10. Develop a culture of continuous improvement, enabling and empowering the team to identify ‘preventable’ work and to change systems and processes where relevant in order to increase efficiency.
  11. Ensure that office premises are organised, presentable, maintained, and conform to health and safety requirements.
  12. Oversee the administration of the ISO 9001 & 14001 Management Systems (to include performing regular internal audits, overseeing external audits, and organising management review meetings with the Executive Management team). 
  13. Attend events as a positive ambassador for St Petrocs, promoting and raising awareness of its services and inspiring existing and potential supporters.
  14. Carry out any other duties as reasonably requested.

Qualifications

You’ll share our core values: Honesty, Integrity, Equality, and Dignity.

You’ll be a proactive and enthusiastic individual with a strong supporter or customer service background and a passion for amazing supporter experiences. You’ll be a great communicator and be a real people-person, with the ability to inspire, motivate and develop a team.

As part of a growing organisation, it’s essential that you have an understanding of processes, strong organisational skills, and an ability to review and develop systems.

Importantly, we’re looking for someone who will take a proactive approach and continuously seek new ways to ensure our supporters receive the best possible experience every time.

In addition to the criteria outlined below, this post is subject to successful completion of a Basic disclosure from the Disclosure and Barring Service.

Essential Criteria

  • Commitment to our service and client group
  • Proven experience of delivering outstanding customer service
  • Experience of coaching, mentoring or motivating others to drive excellence
  • Experience of continuously improving systems and processes to drive efficiency and improve ways of working
  • Strong organisational and time management skills, with an ability to balance a varied workload
  • Excellent IT skills, including word processing, spreadsheets, email and database skills 
  • Energetic, creative and driven, with a proactive and positive approach

Additional Information

St Petrocs is pleased to offer the following employee benefits:

  • 33 days annual leave a year, including bank holidays
  • Family friendly policies including enhanced maternity/partner pay, neonatal leave, paid time off for IVF treatment, and flexible working
  • A focus on health and wellbeing including employee assistance programme (EAP), free eye tests, and free vaccinations
  • Competitive pension scheme
  • Long-service awards
  • Life insurance
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