The Woodland Trust by mh6bF4


									Job Description

Job title:                Supporter Services Manager

Department:               Supporter Services

Reporting to:             Director of Marketing

Location:                 Grantham Office

Hours of work:            37.5 hours per week – 8.30am to 5.00pm with I hour lunch

Contract:                  Permanent

Salary:                   £24 - £28K

Funded:                   No

Job Summary

The Woodland Trust has an active supporter base of over 500,000 including 220k members. Each of them
needs to be managed to ensure the receive an excellent level of supporter care such that lifetime value to the
Trust is maximised. Whilst the specific marketing activities are planned and managed by other teams,
supporter services needs to ensure that the responses are handled accurately and professionaly. This includes
financial transaction management, telephone call handling and response to individual enquiries and public
enquiries. In addition the team manage the fulfilment of activities such as new membership packs and products
and will manage third party fulfilment houses if required.

The supporter services team needs to co-ordinate it’s activity with a wide range of other teams and departments
and ensure the smooth management of activities

Key Responsibilities

Ensure that efficient and cost effective services are delivered through the Supporter Services teams.

Leadership of the supporter services team to ensure individuals are working to their full potential and resources
are appropriately allocated
Manage the smooth running of the Trust’s administrative processess relating to post opening, work preparation &
data entry, call centre and fulfilment including any process improvements

A champion for customer service practice across the Woodland Trust including sharing best practice, elevating
complaint issues and acting as the Trust representative at the appropriate trade bodies (FRSB)

Any other tasks not specifically mentioned but which may be reasonably assumed to be part of the role.

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Responsibility                                                                                         Percentage
     Leadership of supporter services team making recommendations on team development,                20%
        organisation and strategy.
        Management and development of supervisory staff to ensure that they and broader team          15%
         are developed as required and remain skilled in relevant legal areas (e.g. data protection,
         and H&S requirements).
        Monitor and control spend within agreed budget, and input into annual budget planning          5%
        Develop and implement customer service standards and monitor external best practices.         20%
        Proactively keep up to date with any changes in legislation with regard to Gift Aid, Direct   10%
         Debits, FRSB, PCI:DSS compliance and any other areas covered by supporter services.
        Responsible for creating and developing processes and procedures for supporter services       10%
         activities ensuring consistency and data integrity.
        Liasion and advice with other teams and departments on all matters relating to customer       15%
         service and ensure that workload is managable across different areas, outsourcing to
         external agencies where appropriate and cost effective.

        Perform other duties which may reasonably be assigned to them by their manager or              5%
Total                                                                                                  100%

Minimum Requirements

Proven experience in a customer service environment

Experience of leading large teams and developing line managers

Customer service team management
Experience of change management including process imporvement

Management and knowledge of financial transactions

Knowledge of the charity marketplace including gift aid
Setting and reviewing customer service standards

Use of CRM or SRM systems in a customer service context

Qualities/ Skills Required
Excellent interpersonnal and communication skills, including relationship building
Line management and leadership skills
Project management skills
Ability to deal with ambiguity
Planning and monitoring activities and performance
Proactive approach including ability to collaborate in a matrix environment

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IT literate

 The post holder is expected to demonstrate alignment to, and willingness to support, the organisations purpose
                             and aims and commitment to its values and behaviours

Selection criteria and procedures are regularly reviewed to ensure that individuals are treated on the basis of their
           relevant merits and abilities. A copy of our Equal Opportunities Policy is available on request.

We all have a duty to ensure that our acts or omissions at work do not impact on the health and safety of others
and ourselves and that we abide by any safety measures as directed and in accordance with the Woodland Trust
                                             Health & Safety Policy.

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