Supporter Care Manager

Reporting to the Head of Individual Giving, the Supporter Care Manager is a brand new and exciting role that will lead a team of Supporter Care Assistants and a Supporter Journey Officer to provide an excellent experience to our donors, supporters and hospital staff.

The person will:

• Manage the Supporter Care team and office volunteers- providing mentoring and training and completing performance and development reviews.


• Oversee all communications via phone, email inboxes, in person and via post and review how these are managed so that we are giving supporters the best possible experience.


• Lead on the 'thanking review' across fundraising and introduce a framework/strategy to be used across Income Generation to ensure a consistent and high level of thanking, looking at ideas such 'dynamic thanking' and 'thank-a-thons' to nurture strong and lasting support from our donors


• Work closely with the Database & Insight Manager to identify and implement process improvements and where possible system automations.


• Develop a supporter centric approach to planning effective multi-channel, multi-product supporter journeys to grow loyalty, engagement, and income
  
  Relevant experience working on supporter or customer experience projects to increase retention and income.


• Experience of using a CRM database - donor record management and an expert understanding in the input and recording of all donor data - particularly consent and gift aid information.


• Experience of managing a team to deliver excellent supporter or customer care.


• Strong organisation and evaluation skills and ability to prioritise workflow and resources.


• Experience of implementing and measuring key KPIs and other customer satisfaction models.
  
  Leeds Hospitals Charity is proud to support Leeds Teaching Hospitals NHS Trust. At Leeds Hospitals Charity, we work with NHS staff to improve the experience of patients and families. We are passionate about healthcare and about making our hospitals amazing.


People are central to everything we do at the Charity. Our home city of Leeds is multicultural, and we embrace its diversity. Difference is to be celebrated, it inspires innovation and makes us stronger. For us equality, diversity, and inclusion are fundamental principles. They underpin our goal to support the communities of the hospitals in Leeds.