With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

Supporter Care Specialists Manager

Salary:               £36,576.00 per annum plus good range of benefits

Contract:           Permanent – 36.5 hours per week – Monday – Friday

Based:                Milton Keynes – Hybrid

World Vision UK: World Vision is a global Christian humanitarian organisation dedicated to working with children, families, and their communities to tackle the root causes of poverty and injustice. Through advocacy, emergency relief, and long-term development projects, we empower communities to thrive. At the heart of everything we do is a commitment to transform lives and demonstrate God’s unconditional love for all people. 

Our vision is for every child, life in all its fullness. Our prayer for every heart, the will to make it so.

Fundraising and Marketing Directorate: As part of the newly formed Integrated Fundraising and Marketing department you will manage our team of Supporter Care Specialists to engage proactively and reactively with our supporters across the UK.  Our goal as a directorate is to support impacting 5.5 million lives and raising £100m in sustainable income by 2029.

By coordinating with various income-generating strategies, the department aims to enhance the impact of World Vision's work, bringing hope and sustainable change to vulnerable communities worldwide.

Job Purpose:

Working within the Supporter Care team, the Supporter Care Specialists Manager will lead, motivate and continually develop a team of Supporter Care Specialists, ensuring that all supporters receive excellent customer service.

Using excellent communication skills, this person will respond to escalated supporter complaints and queries efficiently and sensitively.  With focus on KPIs and performance across the team, this role is key in maximising retention and acquisition opportunities, working closely with our fundraising teams incorporating feedback and insights from our supporters to support World Vision’s mission.

This position requires an exceptional communicator who combines operational excellence with a customer centric core, supporting the team of specialists to engage with our supporters on a wide range of topics. Being able to represent World Vision’s mission, vision and values including our Christian faith, alongside being able to relate with donors of all and no faith is an important part of this role.

Key Responsibilities

Directly manage the Supporter Care Specialists. Manage people and performance issues, responsible for their recruitment, conduct regular 121 meetings, ensure all staff are engaged and motivated. Lead by example to foster a positive working environment and a growth mindset culture.Set objectives with team members in line with Supporter Care targets and KPI’s. Oversee and manage targets working with team members and motivating them to achieve these- including but not limited to acquisition and retention metrics, campaign specific performance (eg upsell/cross sell), opportunities to deepen engagement with existing supporters in line with our strategy and in collaboration with the wider fundraising team.Point of contact for escalated and CEO supporter complaints. Respond to all complaints to the highest standard within the agreed timeframes. Seek to resolve all supporter complaints ensuring sensitivity and professionalism. Reporting to relevant third parties when required, for example the Fundraising Commissioner.Working closely with the Risk and Safeguarding managers ensuring we are operating within ethical and legal guidelines in line with legislation such as GDPR. Safeguarding Focal Point person for Supporter Care.Accountable for team performance. Carry out regular reporting, analyse results of team performance, report back to Supporter Care Manager with recommendations where required.

Why World Vision:

This is your chance to be a part of something big. You will be working closely with teams across the organisation that directly impact the lives of some of the world's most vulnerable children. If you are excited about using your customer service experience to create real change, then we want to hear from you!

As an active Christian, this role offers you the opportunity to integrate your Christian faith and be sensitive to its various expressions across cultures and denominations. Inspired by our Christian faith, we serve alongside children of all faiths and none through long-term development projects, emergency responses and advocacy in almost 100 countries.

In addition to the salary offered, we offer good benefits including, Pension, generous holiday entitlement, Length of Service Awards and free parking (MK only). 

  

Please upload your CV of full employment history. This must be accompanied with a covering letter stating how you meet the essential criteria given in this advert.

Closing Date for applications: 21st February 2025

Interviews: W/C 24th February 2025

**Please note that you MUST be holding the Right to work in the UK documentation as unfortunately this role is not sponsored**

We reserve the right to interview candidates and close the ad ahead of the closing date should a strong candidate be identified.

World Vision UK is an Equal Opportunities Employer. We value diversity and aspire to reflect this in our workforce. We welcome applications from people representing all sections of the community. Universal acceptance for everyone, everywhere is at the heart of our Christian organisation.

As a child focused organisation, World Vision UK is committed to the safeguarding of children, therefore any offer of employment is conditional upon the successful completion of applicable background checks, including a criminal records check.

World Vision UK is a registered organisation operating the Misconduct Disclosure Scheme (MDS) and we shall check with your previous employers about your behaviour and conduct. We will be

requesting they complete a form known as a Statement of Conduct. For more information see: The Misconduct Disclosure Scheme (misconduct-disclosure-scheme.org)

By submitting your application, you understand and accept that World Vision UK will process the data you provide for the purposes of your application with World Vision UK.

Applicant Types Accepted:

Local Applicants Only