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    Supporter Relations Manager - London, United Kingdom - Blood Cancer UK

    Blood Cancer UK
    Blood Cancer UK London, United Kingdom

    3 weeks ago

    Default job background
    Full time
    Description

    Supporter Relations Manager (mat cover)

    The Supporter Relations Team plays a pivotal role in building relationships with our supporters and assisting our fundraising team to raise vital funds that will support our mission to beat blood cancer within a generation. The main purpose of this role is to lead and develop the Supporter Relations Team to deliver excellent customer service to our supporters from the beginning of their journey with Blood Cancer UK. Our processes need to be as efficient and effective as possible to get the best from our supporters.

    This is an excellent opportunity for someone with great communication, organisation and interpersonal skills. The post holder will take responsibility to help build lasting relationships with our supporters through written and verbal communication and ensure efficient administration of donations and maintaining accurate data on our CRM system. They will also maintain positive working relationships with all internal and external stakeholders, and contribute to continuous improvement both within the team and the wider organisation.

    Interviews expected to take place on Monday 3rd June. Application Deadline May 27, 2024 Department Engagement Employment Type Full Time Location Edinburgh/Hybrid Workplace type Hybrid Compensation £39,733 / year

    Key Responsibilities

    MAIN RESPONSIBILITIES People Management:
  • Line management responsibility for 5 line reports
  • Strategic development of whole team, identifying gaps, planning, creating and delivering training to team
  • Overall coordination of team workload, planning ahead, ensuring changing priorities are continuously communicated and visible
  • Recruitment and inductions of staff and volunteers
  • Volunteer management
  • Training and coaching the team on individual tasks / processes / queries
    • Operations:
  • Key internal contact for issue resolution for all platforms eg. telephony or fundraising page platforms
  • Key member of core project group for incident reporting
  • Operational planning and regular Ops meetings with key stakeholders
  • Supporting colleagues cross team with varying queries on income / CRM / investigating discrepancies
  • Representing SRT in cross team projects
  • Coordinating briefs and communications into SRT
  • Account / relationship manager for fulfilment house (Elovate)
  • Complaint handling, including being the first point of contact for escalations
    • Continuous Improvement:
  • Cross team process improvement and ways of working
  • Creating and delivering cross team and organisation-wide training such as Complaint Handling and Gift Aid training
  • Complex data maintenance - all work that comes up via our CRM/SRT Ops meetings, including working collaboratively to create new integrations and processes
    • General Responsibilities:
  • Health & Safety lead for Edinburgh office
  • General office management for Edinburgh office
    • THINGS WE ALL DO
  • Promote Blood Cancer UK's vision, mission and core values
  • We're all fundraisers. This is slightly different for all roles, and your team will have fundraising KPIs and objectives we all work to
  • Attend and assist at Blood Cancer UK events and activities as required (NB this involves evening and weekend work)
  • Be an effective ambassador for Blood Cancer UK at any activity you attend
  • All staff are expected to adhere to Blood Cancer UK's policies and procedures
  • Do any other reasonable things your manager needs you to do

    • Skills, Knowledge and Expertise

  • Experience using a CRM or database
  • Excellent written and verbal communicator, including listening skills and outstanding customer/supporter service skills
  • Strong relationship management and interpersonal skills with a pro-active approach to self-motivate and able to inspire others, including supporting them to set and achieve individual and team objectives
  • Able to manage multiple projects and relationships simultaneously along with managing the day to day operations of the team
  • Ability to give and receive both positive and constructive feedback to drive performance improvement
  • IT literate – proficient with Word, Excel, Outlook, PowerPoint
  • Confident using data and insight to improve performance and make decisions; along with positive attitude to technology, insight and data, including an enthusiasm to use new technologies and ways of working to deliver team/individual objectives
  • Fluent with digital collaboration tools to meet, share and collaborate with colleagues
  • Commitment to understanding users' and audiences' needs and behaviours, and developing products, campaigns, services and communications based on meeting these needs
  • Understanding of personal data under the principles of GDPR
  • A collaborative approach to working with other teams
  • Able to consider barriers users might face in using our products and services, and use this insight to make sure they are accessible to everyone

    • About Blood Cancer UK

    FLEXIBLE WORKING & OUR BENEFITS

    We welcome conversations about part time working, job shares, and all forms of flexible working right from application stage. You can get in touch with us at if you want to ask us anything about flexible working.

    Benefits: We think our benefits are brilliant, and the majority start from day 1. These are just a few of them:
  • 30 days annual leave PLUS bank holidays
  • Generous pension scheme and Life Assurance
  • Enhanced maternity, paternity and adoption leave, as well as study leave and a day off to move house
  • Wellbeing is a priority for us, we offer a wide range of individual and team support in our Wellbeing Hub
  • Our Academy is our in-house Continued Professional Development (CPD) learning and development programme, including an internal mentoring scheme. We have organisation-wide focus days, which are days set aside for you to focus on your own development, without being interrupted by emails and meetings.
  • Cycle to work and season ticket loans
  • Opportunity to take sabbaticals
    • You can find full details about our on our .
    Location: Working agile means we changed from having a culture where people are expected to be in the office from 9am to 5pm to one where we're much more focused on what they deliver. We've built a positive culture where autonomy, trust, wellbeing and flexibility allow us to recruit and retain the very best people. We recognise that teams still need to come together regularly to develop relationships and strengthen collaborative working. Therefore, for the majority of roles, your contractual place of work will be one of our offices. The expectation for how often you will be required to attend the office is outlined in the job profile and will be discussed with you. Details about our hybrid and (including how travel expenses work) can be found on our .

    HOW TO APPLY
    We ask you to send us a CV and cover letter. In your cover letter, we'd like to know why you're interested in working with us at Blood Cancer UK. It's also helpful if you tell us why you think you are a great candidate for this role based on the skills, knowledge and expertise section above. Your cover letter doesn't have to be too long, 1-2 pages is ideal. Please don't add photos or graphics to your CV, as we use blind shortlisting at this stage of the process.

    Full details about our recruitment, including how we use blind shortlisting and what to expect at each stage of the process can be found on our . Sometimes we close our vacancies early, usually because we have had a lot of great applicants, so we'd always encourage you to apply early rather than wait until the deadline.

    WHY WORK AT BLOOD CANCER UK?
    We're the 9th best charity in the UK to work for according to Best Companies 2021

    We started because of Susan, we'll get there because of you.
    Blood Cancer UK was started by one family who lost their daughter, Susan, to blood cancer, and that history and sense of family continues to shape who we are today. When you join Blood Cancer UK, you don't just become an organisational employee – you become part of a collaborative community dedicated to funding research into beating blood cancer that includes some of the most inspiring people you'll ever meet.
    And we're not that far away from beating blood cancer. We're confident we can do it within the next generation, and this makes us hugely ambitious and gives us a sense of real urgency. It also means we're changing quickly as an organisation as we constantly challenge ourselves and strive to become more and more effective. This pace of change means working here isn't for everyone. But if you're excited by the chance to work in a fast-paced, agile and supportive environment with the focus and ambition to beat blood cancer this could be the place for you We focus on results rather than time spent at a desk, so we deliver more for people affected by blood cancer.

    Blood Cancer UK offers the chance to work for and with people affected by blood cancer, and the opportunity to advance your career and develop your skillset whilst taking on exciting new challenges and making your mark.

    EQUALITY, DIVERSITY & INCLUSION
    We are committed to actively promoting equality, diversity, and inclusivity. Read our which reflects our strong drive to change in this area.To this end we would welcome approaches from individuals from underrepresented groups, including minoritised communities, and applicants with a disability, to better reflect the community we serve and help broaden our perspectives.

    You can read some examples of how we can support you through the application and interview process

    Documents

    Srt manager (mat cover) 2024 job pack finalClick to view

    Our Hiring Process

    Not quite right? Register your interest to be notified of any roles that come along that meet your criteria.

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