Senior Service Delivery Manager- Supporter Contact

Senior Service Delivery Manager - Supporter Contact

Circa £39,000 - £43,000 pa

Oxford (minimum 3-4 days with some travel to London and suppliers)
Full-time

Ref: ACC00114

About the role

Are you an experienced and ambitious Customer Service Delivery Manager who can help us beat cancer?

Supporter Services and Operations are responsible for providing supporter contact, payment processing, warehousing and fulfilment services to Cancer Research UK's (CR-UK's) supporters. The Supporter Services and Operations team as a whole is focused on delivering CR-UK's Supporter Service Vision, which is To treat every contact with our supporters as an opportunity to support income generation and build a deeper relationship, based on trust, personal service and the power of our cause'.

We are looking for a Senior Service Delivery Manager - Supporter Contact with a strong customer and supporter focus to lead on the management, delivery and continuous improvement of supporter contact service delivery, covering both internal teams and external suppliers.

About you

Passionate about the cause and customer service, you'll bring your experience of high quality supporter/customer services across multiple teams to manage, develop and motivate individuals, particularly during challenging times. A confident communicator, you'll work with others at a hands-on level whilst providing input at a strategic level, inputting into policy and operating plans. You'll use your strong diplomacy and negotiation skills to manage and negotiate with external suppliers and account manage internal customers. Experience of handling a mass telephone fundraising event would be a distinct advantage.

Essential Criteria:

Focus on the supporter and how you can enhance their experience at each step of the journey
People focused, with a desire to motivate and empower, support and challenge
Proven experience of line managing multi-disciplined teams, working across a range of projects and for multiple customers
Experience of external Account Management, Relationship Management and Contract Management
Good knowledge of processes, technologies and regulatory requirements relevant to supporter contact.

About Cancer Research UK

Cancer Research UK is the world's largest cancer charity dedicated to beating cancer through research. With a total of over £332 million spent on research during the 2010/11 financial year, funding the work of more than 4,000 researchers, doctors and nurses throughout the UK, our groundbreaking work into the prevention, diagnosis and treatment of cancer has saved millions of lives. With over 3,500 staff, we are a large, complex and diverse charity.

How to Apply

All applications should be made via the Cancer Research UK careers website, where you'll need to create a profile before you can submit an application.

Our online application process also involves attaching your CV and Covering letter which should outline your interest in applying for the role and explain how you meet the set criteria.

You can apply for a job by clicking on the Apply Online link at the bottom of this job posting.

Closing date: 14^th May 2012

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Senior Service Delivery Manager- Supporter Contact