Supporter Services Team Leader

Job description

10-Month Fixed-Term Contract
Based: NW London/Hybrid working
Are you an experienced customer service leader with a passion for delivering exceptional supporter experiences? Do you enjoy improving processes, leading high-performing teams and solving complex challenges? If so, we'd love to hear from you.
We're looking for a Supporter Services Team Leader (Engagement & Contact) to join our client's fundraising team on a 12-month fixed-term contract . This is an exciting opportunity to lead a dedicated supporter contact team, ensuring every interaction reflects the organisation's commitment to outstanding service while driving continuous improvement across supporter engagement.
About the role
As Team Leader, you'll oversee the day-to-day delivery of supporter contact services, ensuring enquiries, complaints and supporter requests are managed efficiently, professionally and with empathy. You'll lead and develop a small team, manage relationships with key stakeholders and third-party providers, and play a pivotal role in ensuring compliance with fundraising regulations, GDPR and best practice.
This is a varied role where no two days are the same. From implementing new processes and improving supporter journeys to analysing performance data and leading on complaint resolution, you'll help shape an exceptional supporter experience across the organisation.
Your role as Supporter Services Team Leader
Leading and motivating the Engagement & Contact team to deliver outstanding supporter service.
Managing supporter enquiries, complex complaints and GDPR requests through to resolution.
Monitoring service levels, KPIs and performance, identifying opportunities for continuous improvement.
Developing new processes and maintaining clear operational guidance and documentation.
Working closely with fundraising, data, finance, legal, IT and regional teams to support campaigns and organisational objectives.
Managing relationships with third-party suppliers and contact centre software providers.
Supporting the rollout and optimisation of contact centre technology.
Ensuring compliance with fundraising regulations, supporter care standards and data protection requirements.
Coaching, developing and supporting team members to achieve t...

Extra information

Status

Open

Education Level

Secondary School

Location

London

Type of Contract

Full-time jobs

Published at

22-10-2026

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English