Capacity and Complaints Manager

Capacity and Complaints Manager

Central Office, Burghfield Common

£33,507 to £35,478 per annum

35 Hours per week, 12 months Fixed-Term contract

Every hour, another person in the UK goes blind. When someone loses their sight, we're here to make sure they don't lose their freedom as well.

Change a life. Join our team at Guide Dogs.

An exciting opportunity has presented itself for a Capacity & Complaints Manager to become an integral member of the Channel Team. This team are based in the Central Office, Burghfield Common.

As a Capacity & Complaints Manager you will source, implement, manage, maximise and diversify results for face to face recruitment through external face to face fundraising agency and manage & oversee all Face to Face Fundraising complaints.

Within this role you will be responsible for;

• Managing and overseeing all Face to Face Fundraising complaints, ensuring all appropriate responses are formulated and communicated where necessary within the required time frame.

• Negotiating & creating contractual agreements with new suppliers, with the support of the Procurement Team.

• Establishing and maintaining service level agreements, customer care standards, standard operating procedures and Key Performance Indicators to ensure satisfaction for supporters recruited via face to face agencies

• Producing, managing and monitoring the face to face budget to be delivered by agencies for both expenditure and recruitment targets.

Please refer to the Job description below for more information.

Key Requirements for this role include;

• Ability to plan, monitor and align fundraising priorities to meet business objectives

• Able to demonstrate good judgement when handling sensitive matters & dealing with complaints

• Proven track record and experience in a results-driven direct marketing environment.

• Eligibility to work in the UK.

Role details: 35 hours per week, 12 months Fixed-Term Contract.

Interview Dates: 13th May 2016.

Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom we work. We expect all of our employees and volunteers to fully share this commitment.

Guide Dogs provides a range of mobility services and works to break down barriers so that people who are blind or partially sighted can get out and about on their own terms. We will not rest until people who are blind or partially sighted can enjoy the same freedom of movement as everyone else.

For more information and to apply please click on the visit website link.