Head of Supporter Services

With a new supporter management system just launched, our Head of Supporter Services role has a huge opportunity to improve our supporter’s experience. You’ll be managing all inbound and outbound supporter service contact and our mailing fulfilment.

You’ll be innovative to meet our supporter's expectations and deliver a quality service. There is science and art here. The science of analysing performance to be efficient and make improvements, and the art of making all supporter interactions uniquely National Trust to deepen support.

This is full time, permanent opportunity with a salary of £70,000pa
What it's like to work here:We look after over 250,000 hectares of land, 780 miles of coastline and protect everything from castles and countryside to butterflies and bats. We have 5.7m members and tens of millions of visitors a year.

In this role you’ll understand that any supporter relationship deepened, every penny saved, and every opportunity taken to reduce our environmental footprint helps the Trust to ensure that nature, beauty and history are there for everyone, for ever.

Your contractual location will be our head office in Swindon. However, there will be an opportunity to explore and agree hybrid working arrangements which strike the right balance for you and the Trust.
What you'll be doing:Bringing your expertise and enthusiasm, you’ll join the Membership team within the Support & Revenue Directorate, reporting to the Membership Director. You’ll have 3 direct reports and overall management of a team of circa 12 in the National Trust, and up to 200 advisors with Capita.

You'll be recognised as the expert on how we manage our supporters; not only meeting but surpassing their expectations. You'll need to be seriously good at knowing what excellent service looks like, looking at what steps in the journey drive engagement and retention, and what drives dissatisfaction. You’ll get deep into the detail and be hands on creating and implementing the solution.

You’ll think strategically, keeping up to date with innovative new technology such as AI or digital solutions. You’ll use your experience of delivering an audience centric experience to keep our supporters at the heart of your decision making.

Telephone, email and mail are currently our main channels, but our new system gives you a great opportunity for more brilliant basics as well as innovation. You'll be clear on channel development to meet supporter need and deliver efficiency. You'll need to be someone who is excited by diversity and breadth of role yet be close to the detail. Members, donors, holiday guests and event attendees are all part of your world with significant KPIs.
Who we're looking forWe’d love to hear from you if you have:

• Experience of leading audience centric teams

• Budget management experience, financial control practices, building commercial business cases, planning and monitoring large-scale budgets

• Knowledge of managing multiple programmes with measurable KPI's

• Leaderships skills – a natural leader of people, ensuring you get the very best from your team, and a strong collaborator

• Strategy skills - experience of developing successful strategic plans driving change and innovation

• Numeric and analytical skills to include presentation and report writing skills

The packageWe’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

• Substantial pension scheme of up to 10% basic salary
• Free entry to National Trust properties for you, a guest and your children (under 18)
• Tax free childcare scheme
• Rental deposit loan scheme
• Season ticket loan
• Perks at work discounts i.e. gym memberships, shopping discount codes, cinema discounts
• Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
• Flexible working whenever possible
• Employee assistance programme
• Free parking at most locations
• Independent financial advice

Requirements :Compliance.Eligibility to Work in the UK
Permanent f/t (37.5 hrs pw)