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Supporter Experience Manager NHS Charities Together

NHS Charities Together are recruiting a new Supporter Experience Manager who can blend creativity with data-insight to steer organisational strategy and delivery to best serve supporters to ensure long-term and impactful support.

  • Location: Flexible with occasional working in the Warwick office
  • Salary: £35,000 - £45,000
  • Closing date: CLOSED FOR APPLICATIONS

Context of the role

In March 2020 NHS Charities Together launched its first-ever appeal for COVID-19 and raised a phenomenal £150m from hundreds of thousands of supporters. At the time, the charity had no fundraising team and was being supported by many fundraising experts, agencies and volunteers from other NHS charities. Pretty much overnight we went from having zero supporters to over 500,000 contacts on our database.

For the past 12 months, we have been developing a strategy, recruiting the fundraising leadership team and have had a skeleton communication programme in place.

It’s an incredible time to join the fundraising team at NHS Charities Together and this role couldn’t be more exciting. We have ambitious plans to be the biggest health charity funder in the UK and identifying and retaining loyal supporters whilst providing a first-class supporter experience, that surprises and delights our supporters, will be critical to achieving this.

Overall objectives

  • Lead on the development and implementation of the Supporter Experience strategy, embedding new retention and engagement opportunities – through appeals, newsletters, stewardship comms and events.
  • Increase and sustain the number of cash supporters and DIY fundraisers to NHS Charities Together.
  • Support the Legacy and In Mem Manager and the Regular Giving Manager to offer further opportunities to our warmest supporters and collaborate on stewardship communications.
  • Interim responsibility for the supporter care function to ensure that supporters and donors receive an excellent user experience in collaboration with the Supporter Care Executive’s and Assistant and other colleagues with supporter care responsibilities.

Key responsibilities

Strategy development and implementation

  • Full responsibility for the development and implementation of the Supporter Experience strategy and day to day running of the Supporter Experience programme.
  • Project manage supporter retention activities, including but not limited to; Direct Mail, email, telemarketing, social & digital activity and events.
  • Work in partnership with Database team to identify the best prospects to optimise engagement and income.
  • Develop a cash donor stewardship programme to help improve retention.
  • To bring innovation and creativity to the supporter experience team by trialling new ideas and initiatives.
  • To build a strong bank of case studies for testimonials and marketing campaigns (potential events).
  • Manage the Supporter Experience budget, ensuring income and expenditure budgets and forecasts are achieved with any critical variances being reported promptly.
  • Lead on donor and supporter insight – combining sector insight with our own sources to help plan and develop the supporter experience programme.
  • Work closely with supporter care to brief them on the objectives of the activity and to monitor the impact on the supporter base including assisting with responding to supporter enquiries

Management

  • To champion providing a first-class supporter experience internally and externally with the Members.
  • Maintain key external agency relationships ensuring NHS Charities Together continues to receive excellent service with good value for money (e.g. creative services, telemarketing agency, printers, response handling agencies) in the delivery of specific projects
  • Manage the Supporter Experience Team and in the Interim the Supporter Care Executives (x2) and Supporter Care Officer, to ensure they can fulfil the requirements of their roles to a high standard.

Performance management

  • Produce regular reports on the progress of the Supporter Experience strategy for the Assistant Director of Supporter Engagement and Director of Fundraising and other stakeholders as required.
  • To support a high-performance culture that embraces insight, testing, evaluation and improvement.

Who we are looking for

We are seeking an experienced supporter experience manager who blends creativity with data-insight to steer organisational strategy and delivery to best serve supporters to ensure long-term and impactful support.

Suitable candidates will have a passion and deep understanding of supporter and audience journeys to ensure a high level of retention. Candidates can come from a large organisation or a small-medium organisation who have a healthy support base.

We are looking for candidates who have a minimum of three years’ experience in individual giving and who have a particular interest and specialist skills across stewardship and retention.

For further information about the role, or to arrange a confidential discussion, please contact our advising consultant at Peridot Partners:

Eddie Taylor | eddie@peridotpartners.co.uk | 07904 814273

Josh Larkin | josh@peridotpartners.co.uk | 07950 729373

Eddie Taylor, Head of Fundraising Appointments, Peridot Partners

If you would like to know more about this role please contact Eddie Taylor

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Message from the CEO of NHS Charities Together

Dear Applicant,

Thank you so much for your interest in working at NHS Charities Together as Supporter Experience Manager. This is an exciting time to join our team. Thanks to phenomenal public support, our national Covid-19 Appeal has raised more than £150million to help NHS staff, volunteers, and patients through the immediate and long-term effects of coronavirus.

Our charity is on an incredible journey. After a transformational two years, we have recently developed an exciting new brand proposition and identity, to better reflect the organisation we have become and our strategic vision.

The recruitment of this post is part of a commitment to raise awareness of our new brand and the important role of NHS charities, as well as engaging our key supporters.

We are very proud of what we achieve. We are a small, but growing staff team and the Supporter Experience Manager will have a key role to play as we work hard to grow our engagement, support our members, and raise the profile of NHS charities.

If you are passionate about the health and wellbeing of our nation, believe that through supporting NHS charities we can significantly increase the vital support given to our hospitals, community, mental health, and ambulance services, we would love to hear from you.

Best wishes,

Ellie Orton OBE

CEO, NHS Charities Together 

About NHS Charities

There are 240 NHS charities across the UK and most of them focus on helping our hospitals do more. Collectively these charities give over £1million every day to the NHS so that people can stay well for longer and get better faster. In recent years NHS charities have funded major capital projects, pioneering research and medical equipment at our hospitals, helping patients access the best possible care when they need it most.

There is so much love for the NHS and this was evident following the launch our Covid-19 Appeal in March 2020, to support staff, volunteers, and patients through the immediate and long-term effects of the coronavirus pandemic.

To date, we have allocated £140 million in a range of projects supporting the NHS. These include counselling services, helplines, and intensive psychological support for staff; patient-focused initiatives like training for emergency responders, research into long COVID, and specialist equipment; and projects designed to make access to healthcare more equal – so the best of NHS care is available to everyone, now and in the future.

NHS charities also play a key role in mobilising volunteers to support NHS staff, brightening wards and waiting areas with colourful and engaging art and building an important link between our hospitals and our communities. Other NHS charities support mental health trusts, community health trusts and ambulance trusts.

These vital funds and services are above and beyond what the NHS alone can provide, touching lives and making a huge difference to millions of people when they are at their most vulnerable.

To read real-life stories of the difference NHS charities make, visit the NHS Charities Together website.

The Association of NHS Charities & NHS Charities Together

Founded in 2000, the Association of NHS Charities started as an informal group of the largest NHS Charities which came together to provide mutual support and a forum for discussion. Since then, we have changed our name to NHS Charities Together (to better reflect what we do and who we support) and grown steadily, welcoming charities both large and small from across England and Wales, as well as Scotland and Northern Ireland.  Today NHS Charities Together represents 100% of the NHS charity sector in the UK as members.

NHS Charities Together provides a forum for nationwide fundraising and advocacy campaigns, provides advice and guidance to its members, bespoke conferences and training days covering issues and development opportunities for NHS Charities, as well as access to online resources and support through exclusive member pages on the website.

Vision, Mission and Values

Our vision is: Helping the NHS tackle today’s challenges and tomorrow’s opportunities

Our Mission is: With our NHS charity members, we are here for the people of the NHS: staff, patients and their families, as a catalyst and convenor of ideas, programmes and partnership that help the NHS recover from the impact of Covid-19, reducing health inequalities and helping to save lives

Our philosophy is to:

  • Actively listen – we seek first to understand before we are understood
  • Collaborate – together we are more than the sum of our parts
  • Every life counts – we champion diversity, equity and inclusion in all that we do

Strategic Objectives: 

  1. To champion, influence and invest in NHS strategies that improve the health and wellness of NHS people: staff and volunteers, and reduce health inequalities in the workforce
  2. To empower the NHS charity sector to be high performing, effective and impactful
  3. To be a catalyst and convenor of partnerships between the NHS, NHS charities and the wider voluntary health sector to advance great ideas that prevent ill health and improve of long-term health conditions
  4. To promote understanding of and increase charitable giving in the NHS and demonstrate the difference this makes
  5. To be a financially sustainable, responsive, and well governed organisation that values and develops our staff, actively practicing the principles of equity, diversity, and inclusion

Our Future

This is an exciting time to join NHS Charities Together. The heartfelt support from the public for the NHS over the last two years has resulted in a significant increase in our external brand awareness, in addition to our focus on member charities. Our new brand proposition and identity aims to harness that support and drive continued engagement and support for NHS Charities. There are huge opportunities for us to demonstrate the vital work of NHS charities at the national level, and to engage our key stakeholders, through our communications channels and upcoming campaigns and events like our annual NHS Big Tea.

NHS Charities Together is committed to inclusivity and representing the diversity of the communities we serve. We, therefore, welcome applications from all backgrounds and all sections of the community. Applicants will be treated fairly throughout the recruitment process, and we will ensure there is no unfair discrimination on the basis of race, ethnic origin, disability, gender, religion or belief, age, sexual orientation or any other relevant characteristic.

Some examples of our accessibility provisions include:

  • Step free access to the building, all key meeting rooms and bathrooms, and an accessible workstation
  • Accessibility dogs are welcome
  • Interviews can be held in meeting rooms that support hearing loops
  • Papers and materials can be presented in different formats
  • A sign language interpreter can be accessed for interview
  • Working patterns and locations can be adjusted

    To access a full job description and application details,
    please fill out the form below.

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    Thank you for your interest in this role.

    Please download the Role Description and Person Specification and complete this Equality Monitoring Survey.

    To formally apply, please submit a CV and supporting statement (ideally maximum 2 sides of A4 each) that clearly outlines your suitability for the role against the criteria provided in the person specification, including your interest and motivation in applying for this position.

    Please ensure that your application is emailed to response@peridotpartners.co.uk inserting “NHS Charities Together – Supporter Experience Manager” into the subject field.

    For further information about the role, or to arrange a confidential discussion, please contact our advising consultants at Peridot Partners

    Eddie Taylor | eddie@peridotpartners.co.uk | 07904 814273

    Josh Larkin | josh@peridotpartners.co.uk | 07950 729373

    We wish to encourage applications regardless of race, colour, nationality, ethnic or national origins, sex, disability, sexual orientation, gender reassignment, marital or civil partner status, pregnancy or maternity, age or religion or belief.

    All applications will be considered solely on merit.

    Disabled applicants are invited to contact us in confidence at any point during the recruitment process to discuss steps that could be taken to overcome operational difficulties presented by the role, or if any adjustments or support are required regarding the recruitment process.

    Timetable

    Closing date: 9 a.m. Monday 1st August
    Candidates informed of outcome: Wednesday 3rd August
    First Stage Interviews: Friday 5th August
    Second Stage Interviews: Friday 12th August

    Equal Opportunities Monitoring

    Peridot and NHS Charities Together are committed to promoting equality and diversity. To help us raise awareness and support a culture that is diverse and recognises and develops the potential of all, we need to appreciate the profile of candidates who apply for positions. We would therefore be most grateful if you would complete this equality monitoring survey.

    The information will be treated confidentially and anonymously and will help us to support our commitment to fair recruitment practice. All information provided will be held in the strictest confidence and will not be shared with anyone, in line with the new Data Protection Act 2018 launched on 25 May 2018.

    The information provided does not form part of the decision-making process and will not affect your application.

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