Head of Supporter Care and Compliance

 

About Us

 

Since 1935, we’ve been doing everything we can to make sure everyone everywhere can enjoy nature on foot. We lead the way, and the walks, for a community of over 100,000 walkers. And we help thousands more every year find their feet out in the open to boost their wellbeing naturally.

 

The Ramblers is a charity dedicated to removing barriers so everyone can enjoy walking in green spaces and to preserving and improving hundreds of thousands of miles of well-loved paths, tracks and trails across England, Scotland, and Wales. We're committed to campaigning to keep our countryside open to all and to fighting for the things that matter most to walkers.  

 

Purpose of Role

At the Ramblers, we are committed to giving our growing community of supporters the very best experience possible and our Supporter Care Team is at the very heart of the action.

The Head of Supporter Care and Compliance is a leadership role accountable for delivering a first-class supporter experience, maximising loyalty and engagement as we seek to become more supporter-led as a charity. 

Reporting to the Director of Income and Marketing, this role will work as an influential peer leader alongside the Head of Membership, Head of Fundraising and other stakeholders across Ramblers GB. 

In addition, as the charity’s Data Protection Officer, this role is responsible for ensuring that all Ramblers processes are fully compliant with relevant regulatory bodies such as Gift Aid (HMRC), GDPR (ICO) and the Fundraising Regulator – driving best practice and influencing compliant behaviour across the Ramblers and our third party suppliers.

 

The Role

Supporter Care

  1. Bring exceptional leadership to an evolving Supporter Care Team. Foster a culture of excellence, accountability and teamwork, where vision is shared, service standards are exceptional, and success is celebrated. Build capacity and expertise, managing team performance and personal development.

  2. In collaboration with the Director of Membership and Fundraising, develop and evolve the Ramblers Supporter Care strategy in line with the objective of the team acting as a single point of contact for the organisation.

  3. Working with the Supporter Care Team Manager, plan and organise resource, developing and agreeing service provision for other teams and take responsibility for the team’s performance and that of any third-party suppliers used by the Supporter Care Team.

  4. Develop and implement Supporter Care management strategies, ensuring that the Ramblers is a centre of excellence, acting as an internal and external champion for putting the supporter at the core of everything we do.

  5. Play a vital role in key strategic projects to ensure that the supporter is considered at all stages, and effective supporter care processes are developed to provide a great experience.

  6. Embed a robust KPI-led reporting framework to drive evidence-based decisions; measure and report on progress against plans and to demonstrate impact to a range of stakeholders. Provide narrative and insights on how to drive further efficiencies, whilst keeping the supporter relationship at the heart of every transaction.

  7. Manage and develop strategic relationships with our agencies, including the management of SLAs and performance measures, ensuring consistently high levels of performance. Effectively manage projects utilising third party suppliers, to time and to budget.

  8. As an ambassador for the supporter voice, ensure supporter feedback is captured in a robust and structured way, so this can be fed back to teams, and lead insight led recommendations to drive improvements.

  9. Play the lead role in developing and improving our CRM database including staff adoption, new ways of working; and related procedures, working with our data and insight teams.

  10. Identify and drive improvements in use of software to manage queries efficiently and to a high quality

  11. Manage the Supporter Care Team budget, producing timely reports to the Director of Membership and Fundraising on expenditure and KPIs to monitor performance against plans. Reforecast and budget in line with required timelines.

  12. Lead from the front as an influencer and collaborator across the Ramblers staff and volunteer network and externally. Represent the Ramblers across sector forums and networks, building strong peer relationships and sharing best practice. Keep abreast of external factors that might impact how we deliver supporter care at the Ramblers.

  13. Work with the data and insight team to ensure supporter data is held securely and robustly, in line with legislation and is supportive of how we gain insight and our aspirational attainment and maintenance of a ‘single supporter view’

    Volunteer support

  14. Support the team to steward key volunteers such as Membership Secretaries, providing training and guidance where needed.

  15. Provide strategic direction on how to enhance our relationship with Membership Secretaries, to bring in new members, retain our current members and ensure that everything they do is fully compliant, alongside the Membership Team. (Membership Secretaries are responsible for personal data relating to their members).

To undertake such other duties as may be reasonably required of the post holder by the Ramblers

The Person

Knowledge and Experience

  •   A standout leader, with more than 5 years’ proven experience in delivering excellent supporter/customer care and team leadership for performance.

  •   Proven experience in driving effective, lasting change, bringing others with you.

  •   Experience in developing robust performance indicators, measures and reporting frameworks.

  •   Experience of using and optimising customer relationship management platforms to enhance the supporter experience and value

  •   Demonstrable experience in navigating and complying with the regulatory landscape for the

  •   Experience in leading compliance projects such as on GDPR or Gift Aid and influencing change.

  •   Experience in budgeting, reforecasting and reporting on performance.

  •   Experience delivering process improvements to maximise efficiencies.

  •   Experience managing and holding third party suppliers to account (e.g. printers, fulfilment houses)

  •   Experience in managing multiple systems such as customer care ticket systems (like Zendesk/Service-cloud) and telephone management systems. Experience in working with volunteers, with an understanding of volunteer motivations and needs, preferably in a multi-site or GB-wide context (Desirable)

  •   Experience in providing insight from supporters/members for effective digital product development (Desirable)

    Skills and leadership style

  •   A team player, able to develop collaborative, strong and effective working relationships.

  •   Ability to negotiate and influence effectively, with strong written and verbal communication skills, to influence a range of audiences and stakeholders including senior leaders and suppliers.

  •   Successful track record in building and maintaining high performance/engaging work environments where people are motivated, highly competent and focused on what’s important to achieve ongoing organisational success.

  •   Exceptional interpersonal and relationship building capability – collaborative and with a strong customer focus; quickly gains the confidence and trust of others.

  •   Able to communicate complex concepts and new ideas clearly, consistently and persuasively to key internal and external stakeholders at all levels.

  •   Exceptional attention to detail and ability to work simultaneously on multiple priorities.

  • Strong listening and questioning skills; able to take account of and respond to information from a range of sources when developing plans.

  • Digitally savvy, an early adopter of new technologies and a competence user of MS office, CRMs (ideally Salesforce), and enquiry handling tools (Salesforce Service-Cloud ideal).

     


    Personal attributes

     

  • Innovative and solutions-focussed, with the ability to work under pressure and to tight deadlines.

  • Comfortable with ambiguity; possesses the drive, energy and resilience to see through change

  • Open to other ways of doing things, proactively seeking out diverse views to inform thinking and decision making.

  • Spots and acts on opportunities to innovate and improve effectiveness and impact.

  • Leads by example; demonstrates professional excellence and high integrity.

  • An effective sector networker and influencer, who anticipates and responds to current and future supporter care best practice and the ever-changing regulatory landscape

  • Strong commitment to the role, vision and values of the Ramblers.

  • Interest in walking and/or being an advocate for the outdoors and natural environment (Desirable)

 

The Ramblers promote diversity and welcome applications from all sections of the community.

 

Values and Behaviours

 

Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people.

 

Inclusive – We make everyone feel welcome and part of the Ramblers community. We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission.  

 

Inspiring – We strive to inspire people through the way we act and the things we say. We channel our passion and ambition so others are moved to help us achieve our mission.  

 

Empowering – We empower and encourage each other to make a positive contribution to our teams and the Ramblers. We do all we can to make sure everyone has the ability, and feels confident, to take action.   

 

Responsible – We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way. We care about the environment and make sure we do what we say we will do. 

 

The Ramblers are an equal opportunities employer.  We promote diversity and warmly welcome applications from appropriately qualified people from all sections of the community.

 

  • Application is by CV and covering letter