The Salvation Army
Location
Full job description
Please note this is a permanent position
Working hours: Minimum 35 hours per week
Interview Date: W/C 1st April 2025
The Salvation Army is looking to recruit an Office based experienced Supporter Services Team Leader to join its incredibly successful Fundraising Department. We raise over £100 million a year and the Supporter Services team play a vital role in this success.
This role has its origins in Customer Services; a belief that the customer or supporter is at the heart of a successful relationship between the organisation and the public. As a Supporter Services Team Leader, you will be responsible for leading the Supporter Services Unit. You will play a pivotal role in ensuring the seamless operation of our day-to day services. The work will involve management of supporter relationships through multiple channels. Maintenance of supporter data within regulatory and best practice guidelines. Be proactive in identifying supporters’ requirements and work with colleagues across the Department to ensure we offer the highest standards of customer care. Develop departmental protocol policies for handling all types of supporter enquiries, processing of donations and setting service level goals. Track performance and provide regular and accurate reports. Depending on the tasks involved this will include matrix managing all Supporter Service Assistants with other Supporter Services Team Leaders.
The successful candidate will be able to demonstrate:
- Experience of working within a busy and complex fundraising team with some practical experience of working successfully in a similar role.
- Experience of managing the processing of charitable donations.
- Experience of delivering customer service to a high standard, answering complex queries and resolving issues.
- Empathy and diplomacy, with the understanding and ability to discuss sensitive, political, and religious matters with supporters.
- Knowledge and experience of using charity sector fundraising CRMs.
- Strong organisational skills to plan, prioritise and manage your tasks to meet your objectives to the expected standards and time scales.
- Strong communication skills, with the proven ability to convey information to service users/colleagues.
- Experience of managing employees to deliver objectives, developing and training staff and actioning performance management processes.
This is a permanent position based at our Headquarters currently Denmark Hill, 1 Champion Park, London, SE5 8FJ
In order to complete your application please download and read the job profile and any other attachments.
In the job profile you will find the criteria required for the role please make sure that you address this in your supporting statement as this forms the basis of our shortlisting.
Appointment subject to satisfactory references, proof of right to work in the UK.
For details of how to prove your right to work in the UK please click here and please note that we are unable to offer sponsorship.
Please note that any Salvation Army employees who are under notice of redundancy and apply for this position will be given priority consideration.
We reserve the right to close this advert earlier if we feel that we have received sufficient applications.
Promoting equality in the workplace and as a disability confident leader scheme employer, we guarantee to interview all disabled applicants who meet all the minimum essential criteria for the vacancy.
