Head of Supporter Services

About The Role
The Royal British Legion is seeking an experienced and passionate individual to lead our Supporter Services Department. This critical role ensures that our supporters have the best possible experience, which is essential to our mission of driving sustainable income generation. As the Head of Supporter Services, you will play a key role in managing our supporter care, income processing, and Gift Aid management, while also overseeing key relationships with external suppliers.
Come and be part of the leading Armed Forces charity, making a difference to the lives of those who have served to keep us safe and protect our way of life.
In this role, you will be responsible for ensuring that our operational processes are efficient, cost-effective, and aligned with our broader fundraising strategy. As part of the Fundraising Leadership Team, you will develop and implement strategies that enhance the supporter experience and drive long-term engagement. Your expertise will help shape how we interact with our supporters, ensuring that every touchpoint reflects our commitment to providing the highest level of care and attention.
We are looking for someone with substantial leadership experience in a similar or related role, ideally within the fundraising sector. The ability to lead and inspire a team, along with a strong focus on continuous improvement, will be critical to your success in this position. You should have a strong background in customer service management, financial coding, and supplier relationship management, as well as a deep understanding of how to use data and insights to inform strategic decisions.
This is a unique opportunity to make a significant impact within a respected and vital organisation. If you are committed to improving supporter experiences and have the skills and vision to lead a high-performing team, we invite you to apply for this role. Your leadership will be instrumental in helping us secure the future of our work and the ongoing support of those who believe in our mission.
Here at RBL, we aim to support our people and their wellbeing, with a package including generous paid holiday allowance and pension scheme contributions, and a range of optional benefits and discounts.
You will be contracted to our London Hub, Haig House. Under our Future Working framework, there will be some flexibility for working remotely/at home, using our collaboration tools to work with colleagues, but with a minimum expectation of two days/week connecting directly face-to-face with colleagues at the hub.
For more detailed information about the role, please see our Vacancy Information Pack attached to our direct advert.
RBL is committed to creating a diverse and inclusive organisation, reflecting the diversity of the armed forces community and of wider society. We welcome applications from people of all backgrounds and personal characteristics.
We may close this vacancy early if we believe we have enough strong applications to be able to successfully fill the role(s). Interested candidates are encouraged to apply as soon as possible.