Supporter Care Manager

Organisation: The National Trust for Scotland

Salary: £39,521 - £43,541 pro-rata, per annum

Location: Edinburgh - Hermiston Quay


Lead the supporter care team consisting of 7 to ensure that we are giving exceptional supporter care – face to face, by telephone, over email and occasionally through social media channels.

Taking responsibility of the central management and the processing journey of memberships purchased at our properties, online and over the phone.

You’ll ensure that your team are the ‘knowledge hub’ of the Trust providing support to internal and external audiences. You’ll be expected to know and provide training to your team on our charity activities, products and policies and be able to communicate them in a digestible way appropriate to audience.

Working with the CRM manager, you’ll provide operational skill to ensure that our data flows are managed in a compliant and effective way.

Working with the wider directorate, you’ll manage workflows and develop new processes to improve or enhance our product offering and the experience of our supporters.

Supporting the Head of Membership, you’ll provide input into new product development, stewardship and retention programmes and membership materials and communications.

You’ll motivate your team to be process driven ensuring that procedures are mapped, reviewed and updated when required.

You’ll provide guidance and templates on how we respond consistently to our supporter enquires, feedback and at times complaints to ensure loyalty and future support.

You’ll be responsible for setting and monitoring SLA’s to ensure that our supporters have the best experience when connecting with us.

You’ll manage the relationship with external partners to handle fulfilment of membership materials, out of hours support and response handling.

You’ll be responsible to ensure that we spend against allocated budget

You will work with the finance team to ensure smooth processes and successful income generation with payments, refunds and Gift Aid.

You’ll be an advocate for our members by tracking feedback and enquires to improve experience and enhance our offering.

You’ll maintain and enhance your personal knowledge, skills, and networks by playing an active role in the appropriate professional bodies. increasing the Trust’s influence across the sector.

People Management

Line management of a Team Leader and up to 7 Supporter Care Executives

Seasonal line management of temporary staff

Key internal relationships including properties, fundraising, marketing, communications, CRM, IT and finance teams

Manage external agencies that provide fulfillment, distribution and back up support

Regular reporting of team performance, key performance indicators.

Financial Management

Responsible for input into budget preparation and monitoring; examining return on investment and ensuring all actions are taking with a view to the long-term financial stability of the Trust.

Strategic Support

Identify and recommend to the Head of Membership measures that improve service provision and supporter experience in order to drive achievement of targets and strategic goals.

Application Deadline: Sunday 07/07/2024