Supporter Care Manager

National Autistic Society

Hours
35 hours per week

About the Organisation

Since 1962, the National Autistic Society has been campaigning to transform lives, change attitudes, and create a society that works for autistic people. In National Programmes, we champion the rights and interests of autistic people and their families, making sure national policy and legislation reflect their needs.

We provide autism training and best practice services and want all autistic people to have access to services and support that fully meet their needs. We provide diagnostic services, training, accreditation, consultancy, and conferences, designed to support all professionals and organizations. 

About the role

The National Autistic Society is committed to safeguarding and promoting the welfare of all children and adults who use our services. Successful applicants will be required to complete the relevant safeguarding checks if relevant to their role. The National Autistic Society helps create a world that works for autistic people, and within National Programmes we champion the rights and interests of autistic people and their families, making sure national policies and legislation reflect their needs. 

We have a rewarding opportunity for a Supporter Care Manager within the Fundraising Operations Team. If you share our values and want to make a difference, we’d love to hear from you. The Fundraising Operations Team plays a vital role in supporting the National Autistic Society's fundraising activities and supporter engagement. Working closely with fundraising, data services and operational teams, we ensure supporters, donors and members receive an excellent experience while maintaining the highest standards of compliance, governance and operational effectiveness.

The team champions a supporter-focused culture and continuously seeks opportunities to improve supporter journeys, engagement and retention. We are looking for an experienced and proactive Supporter Care Manager to lead our Supporter Care function and deliver an exceptional supporter experience. You will oversee the day-to-day operation of the Supporter Care team, ensuring supporters, donors, members and enquirers receive high-quality and timely responses across all interactions.

You will also provide strategic leadership on fundraising compliance, supporter experience and continuous improvement, helping to strengthen supporter relationships, maximise engagement and support long-term income generation. The Supporter Care Manager plays a vital role in ensuring every supporter interaction with the National Autistic Society is positive, professional and impactful.

By providing excellent leadership, championing supporter needs and ensuring compliance with fundraising regulation, this role will help strengthen supporter trust, increase retention, and contribute to long term sustainable fundraising growth. The role will also influence organisational culture by embedding a supporter-centred approach across fundraising activities and ensuring supporter insight informs decision-making and service improvements. 

Responsibilities

Supporter Care:

• Manage the Supporter Care team, ensuring regular support and supervision of all team members 
• Ensure appropriate mechanisms are in place to monitor, measure, and report on team performance  
• Develop and monitor internal team relationships to ensure responses to supporters are delivered on time and to a high standard  
• Manage complaints and feedback, including the Fundraising Regulator annual complaints return.

Supporter Experience:

• Lead the delivery of exceptional supporter experience, ensuring every interaction is personalised, timely and fosters long-term supporter loyalty and trust 
• Champion a supporter-centric approach across the organisation, using supporter feedback, insight and data to continuously improve processes, communications and engagement journeys 
• Develop and oversee supporter stewardship and recognition programmes, ensuring supporters understand the impact of their contributions and feel valued throughout their relationship with the charity 
• Monitor and report on supporter experience metrics, identifying trends and opportunities to improve satisfaction, retention and overall supporter engagement 
• Develop and maintain a strong network of sector contacts to benchmark supporter experience, ensuring our processes remain relevant, effective, and up to date

Compliance and Governance:

• Oversee the management of fundraising compliance. Ensure all fundraising activity is compliant with the relevant codes, including but not limited to the Code of Fundraising Practice, UK GDPR , and the Gambling Commission 
• Take ownership of the Fundraising compliance tracker to ensure all policies are:  
  • Regularly reviewed, and updates shared with relevant owners  
  • Owned by an appropriate member of the fundraising team to ensure ongoing compliance 
• Where appropriate, work with the Head of Internal Audit to ensure compliancy/ the delivery of internal audits

Line reports: 

• Supporter Care Supervisor 
• Supporter Care Advisor 
• Volunteers (where applicable)

Working Closely With: 

• Data Services and Operations teams 
• Income Generation and Fundraising teams 
• Heads of Department and colleagues across the charity 
• National Programmes teams 
• Data Protection Officer 
• Internal Audit team 
• NAS Branches and Regional teams 
• Members, supporters and donors 
• Fundraising Regulator 
• Sector peers and charity partners 
• External suppliers and agencies 

Skills, Competencies, Experience & Attributes

Experience:

• Leading supporter care, customer care or contact centre operations
• Managing and developing teams
• Developing operational processes and service standards
• Monitoring and reporting performance against KPIs
• Fundraising compliance management
• Handling complaints and supporter feedback 

Knowledge: 

• Fundraising regulation, including the Code of Fundraising Practice
• UK GDPR and data protection requirements
• Supporter care operations and service delivery
• CRM databases and Microsoft applications

Skills: 

• Excellent leadership and people management skills
• Stakeholder management
• Process improvement
• Problem solving
• Reporting and analysis
• Strong verbal and written communication
• Attention to detail
• Ability to prioritise competing demands

Behaviours: 

• Supporter-focused; collaborative
• Organised and accountable
• Proactive and adaptable
• Committed to continuous improvement
• Positive ambassador for the National Autistic Society
• Committed to inclusion and organisational values

Desirable: 

• Experience within the charity sector
• Experience chairing governance groups
• Experience with volunteer management 
• Broader knowledge of the UK charity sector 
• Project management qualifications or experience

Compensation & Benefits

• Auto-enrolled Pension scheme 
• 25 days annual leave plus bank holidays, plus five ‘wellbeing days’ per year and one occasion day
• A portfolio of fantastic new salary sacrifices, benefits, and other flexible benefits, including private health, dental insurance, car salary sacrifice scheme, activity pass, holiday trading, enhanced pension & salary deduction loans once your probationary period has passed (eligibility criteria may apply) 
• Online staff discount scheme for a range of benefits such as cycle to work scheme, season ticket loan & shopping discounts for places such as Asda, Tesco, Sainsbury's, Halfords, Nike, Apple, and loads more! 
• Excellent induction, training and development programme, including training about autism and opportunities to attend our conferences 
• Healthcare Cash Plan, once your probationary period has passed
• Life Assurance at 2 x base salary 
• Access to a 24-hour Employee Assistance Programme & counselling programme 
• Free access to the Headspace App, a global leader in mindfulness, and you can enrol up to three friends or family for free! 
• Eligibility for a Blue Light Card 

Conditions of employment

• Please note that the National Autistic Society is unable to provide sponsorship for Visas.

Working locations

• Hybrid model, working in the London office and remotely

How to apply

• Apply on our website
• Job Description 
• You will be required to upload your CV. If you are providing a supporting statement, please consider the following: 
  • Look at the job description and person specification. 
  • Tell us how your skills and experience match the role. 
  • Give examples if you can. 
• The National Autistic Society may use artificial intelligence (AI) to assist our recruitment team with reviewing applications for this role. All application decisions are made by people and are not determined automatically by AI.

Policies

To protect our autistic adults & children at the National Autistic Society, some roles require employees to have a criminal background check. Possession of an Enhanced DBS Check either on the Update Service or conducted within the last 12 months would be preferable but not essential if it applies to your role. We are an equal opportunities employer and part of the Disability Confident Employer scheme.

Applications for this job are sought from anyone who is suitably qualified and experienced for the role but particularly welcome from those with a diagnosis of autism. We are an equal opportunities employer and part of the Disability Confident Employer scheme.  Agencies need not apply. 

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