We are looking for a Senior Supporter Care Manager, this role reports to the Director of Development and Communications. The successful candidate will have significant experience in a supporter care, supporter experience or donor services environment within the charity sector, with proven experience of managing and developing teams. You will be flexible, able to work under pressure and manage a busy and sometimes competing workload. You will be able to effectively plan, implement, and balance your workload to continuously support Operation Smile UK s fundraising programme. Key Responsibilities Reporting to the Director of Development and Communications, your duties and responsibilities will include, but are not limited to: Team Leadership and Development Lead, develop and motivate the Supporter Care team, fostering a positive, inclusive and supporter-focused team culture. Manage and maintain a robust internal call handling and outbound calling training programme covering inbound supporter care, retention and winback conversations for both members of the Supporter Care team and across the organisation. Ensure internal SLAs are met, overseeing quality through delivery of response times (by channels) and credible and clear communications with our supporters. Supporter Care and Experience Oversee the delivery of high-quality, timely and empathetic responses to supporter enquiries across all channels, including handling complex enquiries, complaints and managing escalations