Supporter Services Supervisor - Sidmouth, United Kingdom - NFP People Limited

NFP People Limited

Verified Company

Sidmouth, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Supporter Services Supervisor

We have an excellent fixed-term opportunity for a highly organised, proactive, and professional team player with a strong customer service ethic to join our busy Supporter Services team.

Position:
Supporter Services Supervisor

Location:
Based in Sidmouth, Devon - an area of outstanding natural beauty

Hours:
Full-time, working 35 hours per week

Salary:
£30,000 per annum

Contract:
Fixed-term contract starting on 5 January 2024 until 31 December 2024

Closing Date:
Sunday 24th September 2023

The Role

As Supporter Services Supervisor, you will be the primary point of contact for both staff and supporters.

You will ensure the smooth running of the Supporter Services team, overseeing the administrative and financial processing of all supporter communications as well as having line management responsibility for all team members.

You will provide effective operational support to the Supporter Services Manager, ensuring that the team delivers exceptional customer service to our supporters.

In addition, you will deliver superb customer service speaking directly to our supporters processing donations, regular gifts and purchases as well as handling supporters' complaints and queries.

Your principal duties and responsibilities will include:
*Supervising, motivating, training, developing, and supporting the team, establishing operational resilience, and ensuring that all understand their contribution to the organisation's strategic objectives.
*Completing regular check-ins for all direct reports and ensuring these are recorded appropriately on the Open HR system.
*Prioritising, planning and coordinating the department's workflows and workload to prevent backlogs, utilising available resources to ensure that time-sensitive activities are completed by the deadline.
*Supervising the processing/maintenance of all records added to CRM by the team, monitoring the accuracy of processing, with a particular focus on financial records and GDPR compliance.
*Supervising collection, processing, acknowledgement and retention of gift aid declarations and direct debit mandates, ensuring HMRC and BACS compliance by updating and maintaining working legislative knowledge.
*Proactively reviewing and developing new working practices to improve and streamline processes.
*Resolving complex queries and responding to supporter complaints using learned knowledge and best judgement.

About You

*Experience in collating information of a confidential nature across a wide group of both internal and external stakeholders and presenting this information clearly to ensure accuracy and minimise errors.
*Previous experience of working in a supervisory position.
*Able to analyse and interpret data to ensure compliance with external policies such as GDPR, PCI, HMRC and BACS regulations.
*Excellent organisation and planning skills, able to demonstrate the ability to make good decisions and maintain professionalism and composure whilst working under pressure.
*Able to maintain a high degree of accuracy and attention to detail whilst handling several conflicting demands and timescales that may affect the smooth running of other departments.
*Excellent communication and customer service skills.
*Adaptable to the demands of working in an area of rapid change and development.

Benefits include:
*Competitive pension.
*Life Assurance.

31 Days of holiday (including Bank holidays), rising to 34 will each full year of service.

*Wellbeing Team.
*Recorded Pilates and Yoga classes.
*Long Service Awards.
*Healthshield Plan
- *Reimbursement of some medical expenses up to the specified limits per membership.
*Offers, discounts and cashback on shopping, travel, and entertainment from participating outlets.
*Access to a 24/7 GP and counselling service.
*Free parking.
*Subsidised restaurant and shop.

About the Organisation

The organisation is one of the UK's largest international animal welfare charities, currently supporting projects in over 35 countries worldwide, working for a world where donkeys and mules live free from suffering and their contribution to humanity is fully valued.

"The Sanctuary is a positive place to work with friendly staff and a wonderful charity. With amazing work throughout the world, once you join you never want to leave"