Supporter Care Manager

Supporter Care Manager

REQ000786

£36,489pa

Woking Surrey GU21 4LL / Hybrid Working

This is a UK based contract and as such, you are required to have the Right to Work in the UK. Evidence of your Right to Work will be checked prior to interview.

At WWF-UK we’re committed to an inclusive and accessible recruitment process. As a Disability Confident Employer, we acknowledge that some candidates may require additional support to overcome barriers experienced during the application process. If you require any reasonable adjustments to support your application or interview, please reach out to the Talent Acquisition team via our website.

About the role

We’re looking to recruit a Supporter Care Manager to join our Supporter Income and Engagement team to help embed and nurture a supporter-centric culture within WWF UK.

As Supporter Care Manager, you will be responsible for developing your team and helping to foster a culture of excellence, accountability, and teamwork, where vision is shared, quality and service standards are outstanding, and success is celebrated. This will include working with all members of the wider Supporter Care team, including 2 other Supporter Care Managers, and line managing a small team of Supporter Care Specialists. You will build rapport with supporters and continually drive efficiency, innovation and quality of processes and services to maximise supporter satisfaction and retention.

We’re looking for someone with:

·         Used to leading & developing team members.

·         Experience of successfully managing complex customer enquiries/complaints.

·         Good understanding of Supporter Operations role in ensuring supporter satisfaction, retention & loyalty.

·         Knowledge of risk management & contact databases.

·         Understanding of compliance within a customer-facing environment, including GDPR, PCI DSS & safeguarding procedures

·         Strong communication, team working & interpersonal skills.

Benefits, rewards & location

The salary for this role is £36,486. We also offer a full benefits and rewards package including:

·         Annual leave starting at 26 days a year, rising one day each year to a maximum of 30 days plus bank holidays

·         Flexible working options

·         5% employer contribution to pension, increased to 10% with employee contribution.

·         Training and development opportunities

·         Regular wellbeing initiatives.

This role is hybrid and you’ll be required to be in the office 20% of your contracted hours. The job is based at our UK head office, the Living Planet Centre in Woking, Surrey. The Living Planet Centre is one of the greenest buildings in the UK, and you’ll hot desk among trees and gardens.

About WWF-UK

We’re a global conservation charity with hundreds of projects around the world and millions of supporters.

At WWF-UK, we’re bringing our world back to life. Protecting what’s left is not enough – we’re now in a race to restore the natural world and prevent catastrophic climate change before it’s too late. And it’s a race we can still win.

We’re courageous and passionate about fighting for the future we want to see – a world where people and nature can thrive.

We were born out of passion and science, and for more than 60 years we’ve been at the forefront of global efforts to protect wildlife and the natural world. We operate with integrity, collaboratively and with respect for those we work alongside.

How to apply and the recruitment process

Please click on the link and apply via our website by completing the application form and submitting a copy of your up-to-date CV and a supporting statement to highlight what makes you a good fit for us.

Our policies and benefits reflect the importance of people being able to have a good work-life balance and being able to bring their ‘full self’ to work.