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Supporter Care Team Leader

Great Ormond Street Hospital Charity
Closing date
11 Dec 2021

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Contract Type
Full Time
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Role overviewThis is an opportunity to be part of GOSHC supporting the charity's ambition to achieve transformational net income growth over the next five yearsAre you an experienced Supporter Care Lead used to supervising a small team?Do you have experience working across a breadth of fundraising products and campaigns delivering the very best supporter experience?Do you aim to delight supporters in every interaction, role modelling the highest standards of great customer care?This is an exciting role for a supporter care specialist who enjoys working in a dynamic team putting supporter experience topYou will enjoy working with fundraising stakeholders to understand the challenge of their needs, to define what a great supporter experience looks like.You will seek to understand the capabilities and experience of your small team making sure they receive the right training and support that will allow staff to flourish.You will be confident in the systems and financial processes required to deliver a great supporter experience, interacting with key finance, CRM and technology teams to ensure optimum service delivery.About the TeamThe Supporter Data and Relations Team forms part of a newly established central function working across the Fundraising Directorate to provide fundraising support to the public. Working alongside the Data Marketing and Database services teams, this new function will have business data, customer insight and the very best supporter experience at its heart.You team is led by a Senior Supporter Relations Manager. You will be one of two Supporter Care Team Leads. There are currently seven Supporter Care Executives.The team has fantastic experience in supporter care, across individual giving, mass participation, legacy giving and community fundraising. You will be experienced in upskilling members of staff, giving them the confidence across the fundraising portfolio helping to promote where relevant new ways of giving to secure loyalty and extend LTV.You will champion learning and development encouraging staff to build their knowledge and expertise to deliver the very best supporter experience.About YouYou will have our supporters at the heart of everything you do and will understand how to build meaningful and lasting relationships with all supporter groups and will enable your team to do the same.You will have experience of supervising a supporter care team in a charity or the commercial sector.You will understand and have experience of developing a high performing team delivering great supporter satisfaction levels.You will be audience focussed, and able identify opportunities to cross and upsell fundraising propositions, creating a proactive fundraising team culture.You will understand the importance of CRM processes that support your staff in delivering the best supporter experience.You'll be confident talking with finance, the tech (telephony) and CRM teams to drive efficiencies around platforms and process.You will have worked with Governance and Compliance understanding the critical importance of capturing data, and our supporters' needs correctly to protect our brand reputation.About the CharityEvery day brings new challenges at Great Ormond Street Hospital (GOSH). Every day, over 600 seriously ill children from across the UK arrive for life-changing treatments. Every day, young lives hang in the balance as patients, families and staff battle the most complex illnesses. And every day, the brightest minds come together to achieve pioneering medical breakthroughs that change the lives of thousands of children - and change the world. This extraordinary hospital has always depended on charitable support to give seriously ill children the best chance to fulfil their potential. Without donations, Great Ormond Street Hospital Charity can't help fund ground-breaking research, advanced equipment, child and family support services, and the rebuilding and refurbishment of wards and medical facilities. Our staff help to raise these vital funds for the hospital. A better future for seriously illchildren starts with you.Recently awarded with a 'Best Companies 2-star accreditation' and placed number 17 on the 2019 Sunday Times Best 100 Not-for-Profit Companies list - we offer a range of attractive benefits including; a flexible approach to working, 30 days holiday, life assurance, enhanced employer pension contributions, and a discounted season ticket loan.Our Commitment to Equality, Diversity and InclusionWe recognise that people from some backgrounds are under-represented in our workforce and across the wider Charity sector. In April 2021 we launched our ambitious three-year EDI strategy committing to becoming a more inclusive workforce, reflecting the diverse communities that we work with and for and demonstrating this through all our areas of work.A more diverse workforce will enable us to deliver even more impact and we particularly encourage applications from communities which are under-represented in the charity. This includes people from Black, Asian and Ethnic Minority backgrounds, people with a disability, people who are LGBT+ or who are from less advantaged socioeconomic groups.Further information on our EDI strategy can be found on our website.Our approach to hybrid workingThis role is based in our Central London office (WC1N, opposite Russell Square underground) with the option to work remotely up to three days a week.Please refer to the full job description below for more information.How to ApplyPlease click on the apply button in the top right-hand corner where you will be taken to a short application form to complete. You are encouraged to include a cover letter with your application, and should refer to the 'GOSH Charity Information Pack' on the Careers page of our website before you apply.Closing date: 8th December.Ref: 105 047
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