Supporter Engagement LeadNHS

Job summary

If you're passionate about creating exceptional supporter experiences and using insight to build meaningful, lasting relationships, this could be your next opportunity.

As our Supporter Engagement Lead, you'll play a pivotal role in shaping how supporters experience Bluebell Wood. From first contact through to long-term stewardship, you'll help ensure every interaction reflects the impact supporters make for babies, children, young people and families. You'll lead a team at the heart of Income Generation, combining supporter care, data, operational excellence and customer experience to strengthen engagement, loyalty and long-term support.

Job Purpose

You'll provide day-to-day leadership of the Supporter Engagement team, translating Income Generation priorities and stewardship plans into outstanding supporter experiences across the hospice.

This is a varied and influential role, bringing together supporter journeys, stewardship, income processing, CRM and data practices, supporter services and enquiry management. Using audience insight, supporter feedback and data, you'll help shape and continuously improve both digital and offline journeys, ensuring every interaction adds value and strengthens relationships with Bluebell Wood.

You'll play a key role in helping the Income Generation team better understand our supporters, identify opportunities for growth and deliver experiences that inspire ongoing engagement, advocacy and support.

Main duties of the job

What you'll do

This is a snapshot of the role, not an exhaustive list. Please download the full job description and person specification for more detail.

• Lead and coordinate the Supporter Engagement team, providing clear direction, coaching, development and support.
• Create a positive, accountable and values-led culture where high standards and continuous improvement are embedded.
• Oversee supporter engagement, income processing, reception and enquiry services to ensure a consistent, high-quality experience across all touchpoints.
• Lead the development and continuous improvement of supporter journeys, stewardship activity and thanking programmes in partnership with Income Generation and Marketing & Communications colleagues.
• Use audience insight, supporter feedback and CRM data to identify opportunities to improve engagement, retention and supporter experience.
• Work collaboratively across Income Generation and Marketing & Communications to ensure supporter journeys are joined up across both digital and offline channels.
• Champion excellent supporter care, embedding service standards, quality assurance, training and coaching throughout the hospice.
• Lead CRM discipline, data quality and segmentation practices, ensuring insight is used to inform decisions and maximise supporter value.

Job description

Job title

Supporter Engagement Lead

Reports to:

Marketing & Engagement Manager

Job Band

Band F | £35,277

Location

Bluebell Wood Childrens Hospice

Job Purpose

To lead the Supporter Engagement team in delivering welcoming, consistent and high-quality supporter, visitor and reception experiences across all touchpoints, alongside reliable income processing and effective enquiry services.

The role translates Income Generation priorities and stewardship strategy into practical, values-led delivery, embedding thoughtful supporter journeys, thanking approaches and data-informed engagement that strengthen long-term relationships and reflect the difference supporters make to children, young people and families.

Key Responsibilities

Leadership & Coordination

• To lead & develop the Supporter Engagement team, including work planning, wellbeing, performance and development.

Build team capability and resilience through coaching, development and knowledge-sharing, supporting effective succession planning and continuity of service.

• Coordinate operational priorities across supporter engagement, income processing and reception to ensure continuity and effective cover
• Own and lead projects including collection tin and Amazon wishlist income streams, with accountability for performance and delivery

Supporter Engagement & Standards

• Work in partnership with the Marketing & Communications Lead to develop and continuously improve end-to-end supporter journeys, ensuring alignment between engagement, communications and income generation.

Take ownership of supporter thanking, including the annual Thankathon, and embed a thoughtful, values-led ongoing thanking approach across the organisation

• Develop and embed value led, customer service standards across Income Generation and the wider hospice, including training, coaching and ongoing quality assurance, ensuring consistent tone and values-led engagement

Ensure supporter, visitor and stakeholder feedback, concerns and complaints are handled in line with organisational procedures, including accurate recording, appropriate investigation, escalation or resolution, and sharing learning to improve supporter experience.

Income & Operations Oversight

• Ensure continuity of assured income processing through cross-training, clear, simple processes and effective cover arrangements.
• Champion improvements to processing efficiency and automation where appropriate, ensuring changes strengthen accuracy, compliance and experience for people.

Data & CRM Governance

• Own segmentation rules, data pulls, coding standards and supporter attributes used for operational delivery
• Lead CRM discipline and data quality expectations, ensuring records are accurate, complete and consistent
• Interpret insight and apply it operationally to improve supporter experience and delivery performance

Reception

Lead and shape the overall reception experience, setting clear standards, driving improvements and ensuring a consistent, welcoming service that reflects the hospices values.

PERSON SPECIFICATION

Knowledge, Skills & Experience

Essential

Demonstrable experience leading day-to-day delivery within a supporter or customer care, fundraising operations or income administration environment, using an engaging, supportive and values-led leadership approach to get the best out of people and deliver an excellent supporter experience.

Experience leading, developing and coordinating colleagues and volunteers, including work planning, prioritising, allocating work, performance management, development and providing clear direction.

Confident using CRM systems, data standards and processes, including segmentation, coding, attributes and data pulls, to ensure accurate, consistent and effective use of supporter data.

Able to deliver, oversee and embed high-quality, values-led supporter or customer service standards, including quality assurance, coaching and training.

Calm, organised and able to manage competing operational priorities, maintain continuity of service delivery and lead through busy, high-volume periods.

High attention to detail and a commitment to accurate, compliant processing and record keeping.

Strong communication and relationship-building skills, with a collaborative, values-led approach to supporter engagement and the ability to set clear expectations with colleagues and stakeholders across Income Generation and the wider organisation.

Proactive and improvement-focused, with a strong sense of accountability and the ability to problem-solve, improve processes and implement appropriate operational improvements.

Right to work in the UK.

Desirable

• Experience working within a charity or fundraising environment
• Experience of delivering supporter journeys, stewardship and thanking programmes (e.g. campaigns such as Thankathon)
• Experience of segmentation, coding standards and applying insight to improve operational delivery
• Experience working with and supporting volunteers
• Experience improving operational processes through automation or efficiency improvements
• Experience working cross-functionally with marketing/communications to improve supporter journeys

Manager Responsibilities

(For all roles with line management responsibility)

• Hold regular one-to-ones, objective setting and development conversations
• Support team wellbeing, performance management and continuous improvement
• Ensure clear ways of working, workflows and standards are in place and followed.

This job description is not exhaustive. It will be subject to periodic review and may be amended following discussion between the post-holder and employer.

About us

At Bluebell Wood Children's Hospice, we're committed to ensuring every baby, child and young person with a life-limiting condition can access specialist palliative care whenever and wherever they need it. Supporting families across South Yorkshire, North Nottinghamshire, North Derbyshire and parts of North Lincolnshire, we provide a wide range of expert services tailored to each family's needs, including respite care, symptom management, counselling, therapies, home visits and end-of-life support. Delivering this vital care costs around £6.7 million each year, yet only around 17% of our income comes from government funding, meaning we rely heavily on fundraising, donations and community support. That's why every role at Bluebell Wood matters.