12-Month Fixed-Term Contract - 1 day a week in the London office (nearest tube Euston)

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 Customer Service Manager 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.

Your role as Customer Service Manager:

• 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 their full potential.

The successful Customer Service Manager will have the following related skills / experience:

• An experienced customer or supporter services professional with proven leadership experience and a genuine passion for delivering excellent service, either within a charity or commercial environment.
• Experience leading a customer service or supporter contact team.
• A track record of handling complex complaints and sensitive issues.
• Strong stakeholder management and relationship-building skills.
• Experience using KPIs and SLAs to monitor and improve performance.
• Knowledge of GDPR and compliance within a customer or fundraising environment.
• Experience working with CRM systems (Raiser's Edge or RE NXT would be an advantage).
• Confidence introducing new processes, systems and ways of working.
• Excellent communication, organisational and problem-solving skills.
• The ability to inspire, coach and develop others.

Why apply?

This is an opportunity to make a genuine impact by improving the experience of thousands of supporters whose generosity helps change lives. You'll join a collaborative, values-driven team where your ideas are welcomed, your expertise is valued and you'll play a key role in shaping supporter engagement during an exciting period of development.

If you're passionate about delivering exceptional service, leading people and driving positive change, we'd love to hear from you.