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: