Supporter Experience Supervisor

About us

Our purpose is simple: to save lives  hours a day, every day, RNLI lifesavers are ready to launch to the rescue.

We’re looking for a Supporter Experience Supervisor to join our existing team where the main role is to provide excellent customer service to all RNLI supporters and enquirers along with supporting the team to ensure the RNLI is the most loved and best supported charity.

As a Supporter Experience Supervisor, you will be tasked with focusing on the following areas:

• Line management of the Supporter Experience Officers.
• Assisting with the quality monitoring, training, and development of the team.
• Assist, when necessary, with the main experience duties to ensure the team meet both engagement and stewardship targets to agreed deadlines as well as delivering against performance indicators and service level agreements.
• Handling complex supporter enquiries, correspondence and complaints with empathy, professionalism, and a commitment to achieving positive outcomes.
• Maintain working knowledge of processes and be able to efficiently use a number of different systems to deliver support in a fast-paced environment.

You will have proven line management experience with excellent customer service skills ideally with a Contact centre background. You will also have experience of working within a pressurised and varied environment. Experience of complaint resolution is also essential along with a proactive team approach, attention to detail, and strong verbal and written communication skills.

To be considered as the Supporter Experience Supervisor you will need:

• Educated to GCSE standard, or equivalent – English essential.
• Proven customer service skills.
• Experience in working people management.
• Contact Centre experience desirable
• Experience of working in a fundraising environment would be beneficial, as would a working knowledge of databases.

Other organisations may call this role Call/Contact Centre Team Leader