Senior Supporter Care Manager

Are you passionate about supporter care and keen to make a real difference?

We are looking for an experienced leader to join us as our Senior Supporter Care Manager in this newly created role. We are a growing charity with ambitious plans to transform the future of people affected by pancreatic cancer.

About the role:

As our Senior Supporter Care Manager, you will have the responsibility of creating and implementing a robust supporter experience framework to enable the Supporter Care team to give all of our supporters an excellent customer experience.

The Supporter Care Team currently sits within the Mass Fundraising directorate. You will be responsible for managing a Supporter Care Manager, who line manages two supporter care officers and two supporter care assistants.

This role requires strategic vision but also the ability to work as a hands-on member of the team, coaching and supporting colleagues to build their skills and enable our processes and supporter journeys to be efficient and measurable. You’ll actively collaborate with teams across the organisation to enable streamlined implementation of new fundraising products, campaigns and events.

About you:

  • You will be an experienced Supporter Care/customer experience professional who has previously introduced a successful customer experience framework to increase supporter satisfaction and improve retention.
  • You will have experience in line managing an efficient team and have strong project management skills including the experience of managing changes to internal processes and ways of working
  • You’re a great communicator who is process driven – with the ability to evaluate, refine and confidently roll out new processes that will enable the charity to achieve its business aims

Please see the job description and person specification for full details of the role. If you wish to discuss the role informally, before applying, please contact Laura Sutton, Head of Mass Market Fundraising by emailing

About us:

It’s unacceptable that more than half of people diagnosed with pancreatic cancer die within 3 months. Survival rates have improved enormously for most cancers, yet for pancreatic cancer, this is not the case. And, with treatment and care affected by the pandemic, the situation has only gotten worse.

Pancreatic Cancer UK is a national charity dedicated to taking on this injustice using every possible means. We’re supporting people with pancreatic cancer now, campaigning, and funding vital research to transform the future.

Working with us:

We are an inclusive employer looking for people who can demonstrate dedication to our cause and values.

We celebrate all aspects of diversity and inclusion and believe in appointing the right person for the role and, that there should be no barriers to work and employment. We are aiming to be an organisation whose workforce broadly reflects our society and creates a positive environment for everyone to flourish, therefore we particularly welcome applications from candidates who consider themselves to be in a diverse minority.

We offer a dynamic, high-performing, and supportive place to work with friendly and welcoming staff who are really focussed on moving our cause forward and report a high level of job satisfaction. We are a growing and changing organisation and this brings the opportunity for our people to grow with us and to contribute and influence who we are in the future. We only have one office which is based in London on the river with spectacular views towards Westminster (SE1), and, we feel that for the size and type of organisation that we are, it is highly beneficial that our people come into the office at times, as this works great for creating positive energies, collaboration between different teams and supports our culture of impactful and responsive working. We believe having different ways of connecting, interacting, and working is good for everybody and better for us as an organisation. We don’t feel that it is necessary for everyone to be in the office all the time and so we envisage that this role will be a blend of working from home and working in the office under a hybrid working model, and we are happy to consider flexible working options.

  • Contract: Permanent
  • Salary: £45,011 per annum, inclusive of London Weighting
  • Hours: Full-time, 35 hours per week
  • Location: Working from home and in the London Office
  • Closing date: Wednesday, 18 May 2022
  • Interview dates: To be confirmed

About our recruitment process:

We are a small but growing charity, and like every other organisation, we are aware that the recruitment market is competitive and that great candidates do not stay on the market for long and in some cases resource is scarce. Every vacancy is a gap for us in which we do not have the correct level of resources to help us combat our fight against Pancreatic Cancer and make a difference in increasing survival rates and supporting those impacted.

We also know that candidates want us to come back to them quickly, so we may do rolling interviews as part of our adaptive recruitment process. We do not want anyone to feel excluded by this approach and we will do our best to accommodate a suitable time for your interview that works for you and our hiring managers. If you have a question about the role/ process just get in touch with us! We are happy to chat this through!

How to apply:

  • Please review the Job Description, Person Specification Criteria and attachments below
  • Please address the criteria in the person specification form. This information will be used to select candidates for interviews.
  • Your completed application form and CV should be sent to

You must have the right to work in the UK when you apply.

Download the Job Description & Person Specification (JDPS) and application form below:

Diana’s letter to our candidates

JDPS – Senior Supporter Care Manager – May 2022

Main T&Cs and How to apply – Senior Supporter Care Manager – May 2022

Senior Supporter Care Manager -Application form