Supporter Care Team Leader

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Supporter Care

• Co-ordinate and manage the effective delivery of day to day operations of the Supporter Care Team, ensuring all tasks are allocated, monitored and delivered effectively including administration tasks such as dealing with incoming enquiries, outgoing communications and processing memberships, payments, refunds, gift aid, direct debits and mail

• Co-ordinate and oversee effective delivery of other tasks as necessary or directed

• Ensure delivery of exceptional supporter care in response to enquiries via telephone, email, social media, website, letter and occasionally face to face

• Direct individuals to undertake and complete tasks professionally and effectively 

• Monitor and report on team performance and effectiveness 

• Manage and respond to complaints, escalating to the Supporter Care Manager as necessary 

• Identify and recommend process and systems improvements to improve team performance, member service and member experience to the Supporter Care Manager 

• Implement and monitor process and systems improvements as agreed with the Supporter Care Manager

• Meet supporter care service targets 

• Ensure industry and NTS best practice is adhered to 

• Positively influence team culture and performance 

• Represent the Trust, communicating effectively and confidently to internal and external team members, colleagues and stakeholders.

• Evaluate supporter feedback and identify ways to maximise supporter satisfaction. 

• Ensure that standard operating procedures are documented and maintained. 

• Produce written reports when required to do so.

• Proactively establish and develop good working relationships with individuals and departments across the Trust as well as our external fulfilment house and ensure the team has the information they need to deliver to members.

• Monitor the Supporter Care Team to process supporter data in accordance with GDPR and PECR regulations and work closely with the Supporter Care Manager and CRM Manager to ensure supporter data is effectively managed. 

People management

• Motivate, support, advise and develop the Supporter Care Team Executives, acting as a first point of escalation for any complaints received.

• Plan team rotas to make sure that there is sufficient cover at all times.

• Lead on developing and delivering training to Supporter Care Team. 

• Provide induction and on-going training and coaching of team members.

• Provide team and individual insights to the Supporter Care Manager for the purposes of e.g. formal Performance Review (Annual and Mid-Year).

• Assist with the recruitment of new team members. 

Strategic support

• Identify and recommend to the Supporter Care Manager and Head of Membership measures that improve service provision and supporter experience in order to drive achievement of targets and strategic goals