Supporter Services Manager

***Please download the job description for full details***


The DEC is entering an exciting strategic phase, that paves new ways to fundraise. We are expanding our Fundraising department and are seeking a Supporter Services Manager to play a pivotal role in ensuring supporters receive exceptional care and that all donor processes run smoothly. Your leadership will help the DEC continue their mission of providing timely and effective humanitarian aid. 

Key Responsibilities:

  • Team Leadership: Manage and develop the Supporter Services Officer and temporary staff, ensuring clear objectives and personal development plans are in place.
  • Workflow Management: Oversee donation processing and enquiry handling, ensuring all deadlines and service level agreements are met.
  • Supporter Care: Champion excellent supporter care across all teams and channels, staying informed about best practices in the sector.
  • Service Improvement: Develop and refine service level agreements and key performance indicators, continuously improving supporter experience.
  • Legal Compliance: Ensure all activities meet relevant legal requirements, including Data Protection and Gift Aid regulations.
  • Relationship Management: Build and maintain strong relationships with internal teams and external suppliers to support fundraising efforts.
  • Complaint Handling: Manage escalated supporter complaints, ensuring timely and satisfactory resolutions. 

If you have demonstratable experience managing a customer or supporter care team, with a strong track record in nurturing talent and achieving results, then this role is ideal! We are a small team managing many relationships, varying compliance, and processes, with a commitment to championing and achieving the highest quality of donor care and support.

The DEC is an equal opportunities employer and provides opportunities to learn and grow in an inclusive, supportive, and productive environment. We encourage applications from anyone who can meet the criteria, regardless of gender, race, age, disability, sexuality, or religion.

How to apply

If this role is of interest and meets your skills, experience, and knowledge, then please apply with your anonymised CV & cover letter [i.e. please state your initials only, not your full name] to HR@dec.org.uk by 9am, Tuesday 23 July 2024


The DEC is committed to the safeguarding and protection of children and vulnerable adults and participates in the Inter Agency Misconduct Disclosure Scheme. In line with this Scheme, we will request information from successful applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment.  

By applying, the job applicant confirms their understanding of, and consent, to these recruitment procedures.