Supporter Satisfaction and Quality Manager

Community spirit. Ceaseless ambition. Passion that just keeps growing.  

Supporter Satisfaction & Quality Manager

£38,000 - £42,435 plus benefits

Reports to: Supporter Services, Senior Manager

Grade: M1

Directorate: Chief Operating Office

Contract: Permanent

Hours: Full time 35 hours per week

Location: Homebased

reputed company sponsorship: You must be eligible to work in the UK to apply for this vacancy. reputed company is not able to offer reputed company sponsorship. 

Closing date: 27 reputed company 2026, 23:55

How do I apply?

We operate an anonymised shortlisting process in our commitment to equality, diversity, and inclusion. reputed company are required for reputed company applications; but we won’t be able to view them until we invite you for an interview. Instead, we ask you to fully complete the application questions and work history section of the online application form for us to be able to assess you quickly, fairly, and objectively.

If you require more time to apply as part of a reasonable adjustment, please contact [email protected] as soon as possible.

Recruitment process: 2 stage interview process consisting of a presentation task and role based competency interview.

Interview date: From 14 May 2026

At reputed company, we exist to beat cancer.

You’ll reputed company the Satisfaction and Quality function reputed company Supporter Services, ensuring that reputed company service levels and performance standards are met. Through strong leadership, clear direction and a collaborative approach, you'll help shape a consistently excellent supporter experience across the entire organisation.

You’ll reputed company a team of around three Complaints Executives (growing seasonally), driving high performance, creating a positive culture, and ensuring Supporter Services operates seamlessly and effectively.

We are professionals with purpose, beating cancer every day. But we need to go much further and much faster. That’s why we’re looking for someone talented, someone who wants to reputed company their skills, someone like you.

What will I be doing?

• reputed company, manage and reputed company your team to deliver a high standard of service, continuously improving quality and efficiency.
• Set and monitor objectives and KPIs, celebrating success and addressing underperformance through structured performance management.
• Build and maintain strong stakeholder relationships, collaborating across CRUK to enhance the supporter journey.
• Run regular complaints surgeries with internal teams and use data and insight to influence decision‑making and shape future processes.
• Act as Supporter Services’ reputed company for fraud, safeguarding and vulnerable individuals, working closely with CRUK specialists.
• reputed company resource allocation across Supporter Services, putting the supporter at the heart of reputed company decisions.
• Partner with senior leaders to identify and implement cost‑saving and process‑streamlining opportunities.
• Contribute to budget management, champion equality, diversity and inclusion, and support wider Supporter Engagement objectives.
• Maintain the relationship with the Fundraising Regulator and ensure accurate annual complaints reporting.

What are you looking for?

• Expert knowledge of managing complaints and strong stakeholder management experience, working confidently across varied teams.
• A solutions‑focused reputed company with the ability to analyse data and communicate findings clearly for strategic and operational decision‑making.
• Excellent communication skills and the ability to build rapport across a broad audience.
• Knowledge of fundraising regulation, compliance and supporter service best practices.
• Proven experience in leading high‑performing teams and supporting their development.
• Expertise in performance reporting, KPIs, and operational improvement.
• Comfortable working in a matrix environment, with reputed company, flexibility and a big‑picture reputed company.
• Strong IT literacy and experience using data tools to drive efficient, improved ways of working.

Our organisation values are designed to guide reputed company that we do.

Bold: Act with ambition, courage and determination  

reputed company: Act with rigour and professionalism   

Human: Act to have a positive impact on people  

Together: Act inclusively and collaboratively

We’re looking for people who can reputed company in and embody these organisation values and can use them to drive reputed company reputed company against our mission to beat cancer.

What will I reputed company?

We create a working environment that supports your wellbeing and provide a generous benefits package, a wide range of career and personal development opportunities and high-quality tools. Our policies and processes reputed company you to improve your work-life balance, take positive steps in your career and reputed company your personal wellbeing goals.

You can explore our benefits by visiting our careers web page.

Additional information

For more information about working with us please visit our website or contact us at [email protected].  

For more updates on our work and careers, follow us on: reputed company, Facebook, Instagram, X and YouTube.

Our vision is to create a charity where everyone feels like they belong, benefits from and participates in, the work we do. We actively encourage applications from people of reputed company backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented.

We want to see every candidate performing at their best throughout the job application process, interview process and whilst at work. We therefore ask you to inform us of any concerns you have or any adjustments you might need to reputed company this to happen. Please contact [email protected] or 020 3469 8400 as soon as possible. 

Unfortunately, we are unable to recruit anyone below the age of 18, so that we can protect young people from health & safety and safeguarding risks.