[Hiring] Supporter Satisfaction and Quality Manager @Cancer Research UK (CRUK)

Role Description

You’ll lead the Satisfaction and Quality function within Supporter Services, ensuring that all 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 oversee a team of around three Complaints Executives (growing seasonally), driving high performance, creating a positive culture, and ensuring Supporter Services operates seamlessly and effectively.

What will I be doing?

• Lead, manage and develop 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’ lead for fraud, safeguarding and vulnerable individuals, working closely with CRUK specialists.
• Oversee resource allocation across Supporter Services, putting the supporter at the heart of all 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.

Qualifications

• Expert knowledge of managing complaints and strong stakeholder management experience, working confidently across varied teams.
• A solutions‑focused mindset 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 resilience, flexibility and a big‑picture mindset.
• Strong IT literacy and experience using data tools to drive efficient, improved ways of working.

Benefits

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 enable you to improve your work-life balance, take positive steps in your career and achieve your personal wellbeing goals.

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