Customer Service Manager

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 a...