Supporter Experience Lead

About us

At the RNLI, our selfless lifesavers are powered by the very best technology and in order to do this we rely on the kind donations and support given by RNLI supporters, enquirers, and volunteers. It is the role of the Supporter Experience team to provide exceptional and professional customer service turning every interaction into a positive experience that strengthens relationships and ensures the RNLI is the most loved and best supported charity.

Your role

The Supporter Experience Lead role is responsible for the day to day running of this high performing and busy team in an ever-changing environment.  This role saves lives at sea by leading a team who provide exceptional and professional customer service to all RNLI supporters and enquirers reactively and proactively – offering increased engagement, nurturing relationships, growing income and helping to ensure that the RNLI is the most loved and best supported charity.

As a Supporter Experience Lead, you will be focused on:

• Responsible for the overall day to day running of the Supporter Experience Team. 
• Responsible for resource planning for all current campaigns/liaising with stakeholders
• Responsible for quality monitoring of work across the team
• Deputising for the Supporter Experience Manager in their absence
• Establishing and maintaining a working knowledge of processes and procedures across the team

About you

The person we are looking for will be an experienced fundraiser with excellent communication skills and proven experience within a contact centre/face to face environment. You will have a passion for people and always be looking to go the extra mile to help our supporters and staff. Previous experience of people management along with complaint resolution is essential along with knowledge of resource management. You will be a real team player and be able to work closely both with your Experience team colleagues and with other stakeholders across the organisation.

Ideally, you will have proven experience of working in a Contact centre along with experience of working within a pressurised and varied environment. Excellent customer service skills are also essential along with a positive can-do attitude.

You will need to have a proactive team approach, attention to detail, and strong verbal and written communication skills.

To be considered for this role you will need to have:

• Educated to GCSE standard, or equivalent – English essential.
• NVQ Level 2 Customer Service skills, or equivalent (desirable).
• Proven customer service skills.
• Proven experience of managing a team is essential.
• Experience of working in a fundraising environment would be beneficial, as would working knowledge of databases.

This is a demanding role that requires a high level of stakeholder relationship management, organisational skills, and attention to detail.

If you are passionate about customer service, a great leader and superb at people management apply today and help us to ensure that the RNLI has the support it needs to keep saving lives now and in the future.

Safeguarding

The RNLI is committed to safeguarding; protecting a person’s health, wellbeing, and human rights, enabling them to live free from harm, abuse, and neglect. We expect all employees and volunteers to share this commitment and have a zero-tolerance approach. The suitability of all prospective employees and volunteers will be assessed during the recruitment process in line with this commitment. This will include relevant criminal record checks being carried out dependent on the eligibility of the role. (England & Wales; DBS check, Scotland; Disclosure Scotland PVG, Northern Ireland; Access NI, Republic of Ireland; Garda Vetting; International, International Child Protection Certificate process).

Diversity at the RNLI

Our staff and volunteers have been saving lives at sea without prejudice for 200 years. We respect and value diversity of background, skills and perspectives within our teams, and consider it essential to help us deliver a world-class lifesaving service. We are an inclusive organisation and welcome applications from everyone. In addition to having the skills needed for the role, we also look for applicants who share our commitment to living our RNLI values (trustworthy, courageous, selfless, and dependable), and helping us work towards Our Vision: To save Every One.