Supporter Services Team Manager
Candidate Information Pack
Supporter Services Team Manager
Role title: / Supporter Services Team ManagerDepartment and location: / Supporter Services, The Lodge.
Reports to: / Supporter Services Manager
Direct reports:
(including volunteers) / Supporter Advisers 5 FTE
Job purpose:
The Supporter Services Manager provides high standards of support and liaison for both internal front line teams and RSPB Supporters prospects, and other stakeholders; as well as inspiring and leading the development of the roles/skills of the Supporter Services teams.
Key results areas:
· Look for and suggest system improvements that allow us to efficiently work towards our vision for more support and a enhanced experience
· Work with key contacts and take the lead in implementing new priority projects for supporter services to enable the team to offer more help, advice and opportunities to support to our supporters/contacts.
· Investigate and resolve escalated complaints/queries in order to create supporter satisfaction to drive loyalty and income / conservation delivery.
· Support, train, coach and inspire the Supporter Advisers to empower them to excel in their roles which give our supporters an excellent experience and develop their financial and non financial value.
· Engage, and sometimes train or coach, colleagues across the RSPB to share relevant information, as well as knowledge on the complexities of systems and processes and support them and their activity better.
· Liaise with colleagues to keep up to date on current and new projects and brief teams on them so they can confidently explain them to supporters.
· Look for, and implement ways in which the team can add value to our campaigns when dealing with supporters thus providing a better supporter experience and likelihood of incremental support given.
· Provide regular detailed information and insight to stakeholders on what our supporters are saying to us to inform and enhance the quality of what they develop and deliver for those audiences.
Key contacts and working relationships:
Internal:
· Information Systems – to make all processes run smoothly and effectively
· F&C - to support F&C work
· Finance – to ensure compliance and efficiency of transactional activity
· Supporter Systems Team to ensure data is high quality and exceptions are minimised.
· Digital Team - to enhance customer experience, support & moderate online communities, respond to twitter & facebook wildlife and conservation posts, ensure contact us information is accurate and supporter focussed.
· Fulfilment Team – to ensure data is captured promptly, fulfilment is accurate and that exceptions, referrals and white mail are managed efficiently.
· Conservation Science – to ensure conservation advice is accurate and that garden wildlife advice is shared appropriately
· Trading – to ensure product development accurate represents bird & garden wildlife and that food / feeders bird boxes are wildlife friendly.
· Investigations – to support this team with low priority queries and ensure wildlife law is up to date and shared with supporters accurately and appropriately.
· Conservation Policy – to ensure policy is up to date and described in an understandable way for our supporters
· Supporter Marketing – to understand their audiences, activities, communications and materials. To capture feedback, resolve queries, process donations and other responses correctly and efficiently.
· Legacy & In-Memoriam Marketing to understand their audiences, activities, communications and materials. To capture feedback, resolve queries, process donations and other responses correctly and efficiently.
· Training and Development – to gain input and support in how our T&D is delivered to our teams.
· Media Team – ensuring teams are briefed on live issues or campaigns, working with to respond to supporter queries, controversial issues, producing garden bird and wildlife copy and content.
· Key Regional contacts regarding live issues, regional or local supporter queries, supporter complaints.
· Library
· CEO’s Office – complaints handling and resolution
· Visitor Operations (HQ and reserves)
· Regional Conservation Officers – conservation and planning queries
· Central Services - office environment, post handling, stock management.
· St Martins staff – mailings, print, stock, and logistics
· Human Resources – recruitment and staff management
External:
· Our third parties – data capture, raffle and lottery handling, Telemarketing agencies, Recruitment agencies etc. (Woods, Valldata, Adare, Unipart, Ethicall, Listen, RFD)
· Members of the public.
· Supporters/Members of RSPB.
· Immediate Media
· BTO
· ZSL
· Froglife
· AHVLA
· Police
· Environmental and nature focussed Non Governmental Organisations
· NGOs to develop effective partnerships where data (if appropriate) or our specialist systems contribute value to the partnership.
Financial responsibility:
· This role has sign-off authority for expenditure through, for example, purchase orders.
· Responsible for and can approve financial transactions and refunds
· No financial responsibilities.
Qualifications, knowledge, skills and experience required:
Essential qualifications:
1. Should be educated to degree level or have equivalent experience customer service
Essential knowledge:
2. The principles involved in sales and customer service using a variety of communication channels.
3. Can provide knowledge of an organisation’s policy, communications or Fundraising activity and products.
4. Can provide knowledge of wildlife, wildlife law, conservation, planning matters
5. Telephone management systems and call monitoring software
6. Knowledge of how membership databases work.
7. The Data Protection Act.
Essential skills:
8. Able to develop superb wildlife identification skills
9. Strong organisational skills.
10. Commitment to customer care.
11. Use of social media
12. Able to develop relationships with customers.
13. Excellent verbal and written communication skills.
14. MS Office systems.
15. Project Management
16. Excellent time management, planning, effectiveness and productivity.
17. Able to work independently or as part of a team.
18. Can deliver inspiring and informative training in sales, wildlife or complex systems
19. Is self motivated and able to take the initiative.
20. Able to inspire others and create rapport with supporters
21. Able to build and maintain strong working relationships.
22. Excellent attention to detail
23. Is able to manage a budget.
Essential experience:
24. Capable of managing frontline customer services.
25. Able to successfully experience of lead and manage a team.
26. Is comfortable working within a dynamic, high profile environment.
27. Can bring about positive conclusions to customer complaints and complex queries.
28. Is capable of cross selling and up selling to customers.
29. Can write clearly, concisely with an appropriate tone of voice in line with an organisation’s brand guidelines.
30. Able to manage team schedules with high degrees of flexibility to match resource and customer demand.
31. Can utilise large databases.
Desirable qualifications, knowledge, skills and experience:
32. NVQ in Customer Service/ Customer Care principles
33. Capable user of Manager self service HR Databases.
How we expect you to work:
The RSPB has seven key competencies that are important to our organisation’s success. We expect all employees to demonstrate these competencies in everything that they do. The heading descriptors of the seven competencies are:
Direction:
You ensure you have a clear direction and sense of common purpose that guides what you do and how you approach your work.
Energy:
You bring energy and urgency to the RSPB to motivate people to do the best they can.
Capability:
You build your own and other people’s capabilities, directly and indirectly.
Relationships:
You communicate effectively and build productive internal and external relationships.
Change:
You support continuous improvement and change and constantly look for way to do things better.
Advocacy:
You act as an advocate for the RSPB.
Performance:
You get things done, achieve ambitious goals and the RSPB’s aims.
In line with these competencies, the following behaviours are essential upon appointment to this particular role and will need to be part of what you do for you to add value to the RSPB:
· Encourage engagement with colleagues and teams across the RSPB to all work together to achieve our goals.
· Give the team the freedom and skills to make their own decisions to provide the highest level of service at all times.
· Recognise a job well done, and celebrate the achievement.
· Show a genuine and caring interest in members of the team, and their well being.
· Promote and trust the decisions and expertise of others.
· Promote learning and growth within your team.
· Build and maintain strong and positive relationships with people at all levels.
· Encourage people to come up with new ideas, and listen to them.
· Show how change can be positive, and support people during times of change.
· Adapt leadership skills to match the needs of your team.
Additional information:
· This role is based at our HQ in Sandy.
· This role may require very occasional weekend and evening working.
· Some occasional standby and on-call work may be required.
· This role will require occasional travel within the UK.
· This role will require occasional overnight stays away from home.
· The RSPB works for a healthy environment for all and we therefore expect you to take action in accordance with our Environmental Policy and objectives. Together we can make a positive difference for our world.
· In the RSPB, volunteers are a major resource and make a vital contribution to the RSPB’s aim to take action for the conservation of wild birds and the environment. Employees are responsible for encouraging, developing and supporting volunteers in their work for the RSPB.
How to Apply
We would invite you to complete the application form at the end of the pack and send it on to Tracey Craft at
If you have questions about the role please contact Phil Young at or on 01767 680551.
Please take care to ensure you clearly detail how your skills/knowledge/experience demonstrates you are able to deliver on the key result areas, remove the role information and only send the application.
Closing Date / 23 October 2015Interview Date / 2 and 3 November 2015
Who we are and what we do
The RSPB in a nutshell
The Royal Society for the Protection of Birds (RSPB):
· Was formed in 1889 to counter the barbaric trade in bird plumes for women’s hats
· Has since grown into a world-leading wildlife conservation organization and now speak out for all birds and wildlife, tackling the problems which threaten our environment
· Has over a million members, including more than 200,000 youth members
· Has more than 2,000 active staff members and almost 18,000 volunteers, who donate more than a million hours of their time – that’s the equivalent of 600 full-time staff
· Has a NET income available for charitable purposes of £89.3 million
· Has more than 200 nature reserves covering 143,7800 hectares and home to 80% of our rarest or most threatened bird species
· Has a UK headquarters, three national offices and eight regional offices
· Has a network of over 150 local groups and more than 150 youth groups
· Has an impressive global reach, with active projects and capacity building programmes in 26 countries and 8 UK Overseas Territories
· Is the UK partner and leading player, in Birdlife International
· Has the largest charity mail order operation in the UK, and also has the UK’s most successful charity credit card
Volunteers
Volunteers founded the RSPB 125 years ago and remain a vitally important part of the organization today; there are approximately nine volunteers for every paid member of staff
Our volunteers bring a unique range of skills and qualities to the RSPB, help stretch our scarce resources and keep us in touch with grass roots.
Our Strategy, Mission and Cultural Values
Our Strategy
Our vision: a world richer in nature
Imagine this. Wild birds and other wildlife will no longer be declining. Nature is restored, enriching and sustaining the lives of people as a result. Such a world would guarantee that future generations have clean air and water, a stable climate, abundant and diverse wildlife, and a robust, diverse and sustainable economy.
Our long-term purpose: saving nature
We believe that:
· There is a moral imperative to save nature
· Nature is crucial for peoples quality of life and the planet’s life support systems
· Birds are an integral part of the web of life
· We are well placed to stand up for birds and all nature
· The challenge is great, we must work with others to succeed
· We need growing popular support
Our Mission
By 2020…
Our work is both urgent and important and we need to act now to make a difference. The world’s governments have committed to halting biodiversity loss by 2020 and we will challenge them, as well as businesses, civil society and ourselves, to take the steps necessary to reach this goal, and then go further.
Our Cultural Values
Our cultural values are the way we work with each other and partners:
Bold
We speak out honestly for what we believe in, aiming higher and pushing further for growth. We seek to provide innovative, fun and sociable ways for people to get involved
Focused
We identify where birds and wildlife are most under threat, then act decisively and with commitment to save them and deliver tangible results
Supportive
We support each other and our sector partners in order to flourish, and make sure our supporters receive reward and recognition for their contribution
Together
We work together for the biggest possible impact across the RSPB and with partners across the UK and globally
