Support Relations Lead - 1540
Driven Support Relations Lead with a passion for customer success. Skilled in team leadership, conflict resolution, and service optimization to build trust and boost client satisfaction.
We usually respond within two weeks
Closing Date: Thursday 5th June 2025
Job Title: Support Relations Lead
Reports to: Head of Fundraising and Communications
Salary: SO1 – Point 29 - 31 (£29,090 - £31,014 per annum, pro rata)
Hours of work: Full time Permanent Contract at 37.5 hours per week
Key Responsibilities:
- Database Management: You will manage and oversee our CRM, ensuring data accuracy, compliance, and efficiency.
- Donor Data & Insights: You will ensure we maintain clean, well-structured donor records, producing reports as requested by the fundraising team and insights to support our fundraising strategy
- Donation Processing: Manage the accurate recording and reconciliation of donations across multiple income streams, including online, offline, regular giving, and events.
- Gift Aid Management: Ensure Gift Aid claims are processed accurately and in line with HMRC regulations.
- Donor Stewardship: Support fundraising teams in implementing thank-you processes, ensuring timely and personalised donor acknowledgments.
- CRM Support & Training: Provide guidance and training to the team on best practices for data entry, reporting, and system functionality.
- System Integration & Development: Work with the wider St Basils team to optimise the use of our CRM and explore integrations with other platforms, if appropriate.
- Team management: you will lead a small team in ensuring they are fully supported to deliver the key aspects of this important strategic area
- Work with the Head of Fundraising and Communication to make sure that all our fundraising activities are GDPR compliant.
Essential Role Experience
- Experience of managing charity data
- Experience of processing donations, Gift Aid, and thank-you acknowledgments.
- Experience in training and supporting teams in CRM best practice
Essential Qualification
- Proven experience or working with charity CRMs (Beacon and/or Raisers Edge)
- Department
- Fundraising
- Locations
- Birmingham
Birmingham
Our Mission & Vision
Our Mission
St Basils works with young people to:
- Enable them to find and keep a home
- Develop their confidence, skills and opportunities
- Prevent youth homelessness
Our Vision
Our vision for all young people is that:
- Homelessness is not part of their experience of growing up
- There are integrated education, employment and housing pathways
- They are able to access the support and development opportunities they need to secure their futures and realise their potential
Our vision for St Basils is that:
By 2027 we will continue to be the leading provider of accommodation, support and psychologically informed services for young people across the West Midlands.
- Our service developments will include:
- Increasing our bed spaces outside Birmingham and growing our services in new areas
- a nationally renowned centre of excellence for young people with complex needs
- extending our service offer to Care Leavers
- additional Live and Work schemes for young people engaged in education, training and work
- We are the national lead for:
- Psychologically informed consultancy, training and reflective practice services
- Youth Voice engagement and support
About St Basils
From 2023 - 2024
3,718 young people received advice and support
1,616 young people were supported by us during the year
1,034 young people lived in our 40+ accommodation schemes
Up to 590 young people lived with us every night
87% of young people moved on from St Basils in a planned, positive way
Support Relations Lead - 1540
Driven Support Relations Lead with a passion for customer success. Skilled in team leadership, conflict resolution, and service optimization to build trust and boost client satisfaction.
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