Head of Supporter Services (1919)

Oxfam is a global movement of people working together to end the injustice of poverty.

Do you have experience of managing performance of others and helping people to develop, grow and achieve their potential?

Do you have experience or evidence of learning/taking action on anti-racism and inequalities?

Do you have expert understanding of customer service principles and how to translate these into strategy and operational activity?

If the answer is yes, then we would like to hear from you.

The Role

In this role, you will provide strategic direction and leadership in line with our feminist approach and values. You will lead the Supporter Relations & Data and Donations Processing Teams to ensure that all interactions with the teams deliver a relevant & inspiring experience and that all of our donation and data handling is carried out efficiently and accurately.

What we are looking for

We’re looking for a candidate who cares about Oxfam’s mission to end poverty and is personally aligned to the values of empowerment, accountability and inclusion in all you do and our feminist principles.

An ideal candidate for the role will also be / have:

• Experience of managing performance of others and helping people to develop, grow and achieve their potential, including increasing diversity and inclusion in teams and / or workplaces and creating positive change in work culture, processes, and practices.
• Lived experience (s) or evidence of learning/taking action on anti-racism and inequalities. 
• Expert understanding of customer service principles and how to translate these into strategy and operational activity.
• Expert understanding of data & donation processing requirements, including good knowledge of Gift Aid and relevant controls and procedural requirements
• Ability to analyse data and feedback to make effective decisions.
• Able to work independently, making decisions and problem solving on new and complex issues, delivering to targets and tight deadlines.
• Recognised as a champion of continuous improvement and change, with experience of managing change projects.
• An ability and drive to champion the voice and views of supporters internally and externally to enable positive change.
• Effective communication skills, flexible, diplomatic, assertive and able to work and communicate across teams and levels.

Flexfam

We believe flexible working is key to building the Oxfam of the future, so we’re open to talking through the type of flexible arrangements which might work for you. We think this role would work particularly well as a partially home-based role or job share.

We offer:

We offer a competitive salary and a range of additional benefits to staff including flexible working options, generous pension scheme, annual leave, additional leave allowances, company sick pay, life assurance and a range of other benefits. 

From the day you join Oxfam we invite you to stretch and learn in your role. Our wide range of Learning & Development opportunities includes in-house courses, e-learning modules, on-the job learning opportunities, coaching and mentoring, and much more. 

You can read more about all Oxfam has to offer here.