Customer Service Team Leader

10-Month Fixed-Term Contract NW London / Hybrid Working

Are you an experienced Customer Service Manager, Contact Centre Manager, Customer Experience Manager or Service Delivery professional looking for an opportunity to lead a high-performing team while making a real difference?

We're seeking an experienced Supporter Services Team Leader (Engagement & Contact) to join a well-known charity during an exciting period of development. This is a fantastic opportunity for someone with strong customer service leadership experience, excellent systems knowledge and a passion for continuous improvement.

Whether your background is in retail, financial services, utilities, telecommunications, housing, membership organisations, healthcare, the charity sector or another customer-focused environment, we'd love to hear from you.

About the Role

Leading a dedicated Engagement & Contact team, you'll be responsible for ensuring every supporter interaction is handled professionally, efficiently and with empathy. You'll drive service excellence, improve processes, develop your team and use data to identify opportunities for continuous improvement.

This role combines people leadership, operational management and customer experience improvement. You'll oversee the contact management process, manage escalated enquiries and complaints, monitor performance against KPIs and SLAs, and work closely with internal departments and external partners to deliver outstanding service.

You'll also play a key role in managing customer/supporter data, maintaining database integrity, and ensuring that enquiries are accurately tracked and resolved through the organisation's ticketing and CRM systems.

Key Responsibilities

Lead, motivate and develop the Engagement & Contact team to deliver exceptional customer and supporter experiences. Manage day-to-day service delivery, ensuring enquiries are resolved efficiently and within agreed service levels. Handle complex customer enquiries, complaints and GDPR-related requests through to resolution. Monitor and report on KPIs, SLAs and service performance, identifying opportunities for improvement. Drive continuous improvement initiatives to enhance customer journeys and operational efficiency. Manage and optimise the customer/supporter ticketing system, ensuring accurate case management and reporting. Produce, analyse and interpret service and customer data to identify trends and improve performance. Maintain high levels of data quality within CRM and database systems. Work collaboratively with internal stakeholders including fundraising, finance, IT, legal and data teams. Support the implementation and optimisation of new systems, technologies and processes. Manage relationships with third-party suppliers and service providers. Ensure compliance with GDPR, data protection requirements and organisational policies.

What We're Looking For

Proven experience leading a customer service, contact centre, customer experience, supporter care or service delivery team. Strong people management skills with the ability to coach, motivate and develop others. Experience managing customer enquiries, escalations and complaints in a fast-paced environment. Demonstrable experience working with ticketing, case management or customer service systems. Strong CRM and database management experience, including maintaining data quality and producing reports. Experience analysing performance data and using insights to improve service delivery. Knowledge of KPI and SLA management. Strong stakeholder management and communication skills. Experience implementing new processes, systems or ways of working. Good understanding of GDPR and data handling requirements. Excellent organisational, problem-solving and decision-making skills.

Desirable Experience

Experience using Raiser's Edge and/or RE NXT. Experience working within a charity, membership, fundraising or not-for-profit environment. Experience supporting CRM or customer system improvements and implementations.

Why Apply?

This is a fantastic opportunity to bring your customer service leadership expertise into a purpose-led organisation where your work will have a genuine impact. You'll join a collaborative and supportive team, lead meaningful service improvements and play a key role in enhancing the experience of thousands of supporters.

If you're a customer service leader who enjoys improving processes, developing people, working with CRM and ticketing systems, and delivering exceptional customer experiences, we'd love to hear from you