Team Leader - Supporter Donations and Recognition

Team Leader – Supporter Donations & Recognition
Contract type: Fixed term contract (12 months)
Full time: 34.5 hours a week, we are open to a conversation about how you work these hours
Location: Hybrid – split between home and our London office (1 day per week in the office)
Salary range: £35,500 - £39,500. Please note that we typically offer at the start of the range, unless candidates demonstrate exceptional skills and experience.

Are you an experienced team leader who is passionate about brilliant customer experience? Do you have the operational management expertise to lead and develop a high‑performing team to deliver exceptional support to donors?

We’re looking for a Team Leader – Donations and Recognition to play a vital role in achieving our fundraising goals and ensuring Macmillan supporters have a meaningful and inspiring experience.

About us

At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.

Our new organisational strategy sets out how we’ll fight even harder to make every pound raised count for even more. With your help, we’ll transform cancer care for good.

About the role

As a Team Leader in the Supporter Donations and Recognition team, you will lead, motivate and develop a team of Supporter Donations and Recognition Advisers. You’ll deliver inclusive line management, ensuring your team meets performance, quality and compliance targets while helping each individual grow and thrive.

Working as part of the wider Donations and Recognition Management Team and Supporter Care Extended Leadership Team, you’ll contribute to departmental planning, continuous improvement work, and innovation in service delivery. You will act as an escalation point for complex supporter queries, ensure adherence to Gift Aid, GDPR and other relevant legislation, and partner with colleagues across the Engagement Directorate, Finance and Partnerships to resolve challenges and enhance supporter experience.

You’ll also play a key role in resource planning, quality assurance, ways‑of‑working improvements, recruitment and onboarding, and representing the function as a subject matter expert both internally and externally.

Key responsibilities:

• Deliver inclusive, motivational leadership to lead a high‑performing team, empowering them to achieve their goals, maximise opportunities and grow income.
• Provide coaching, quality assurance and performance management to meet productivity and quality targets.
• Role model Macmillan’s behaviours, leading people management challenges confidently and compassionately.
• Contribute to departmental and divisional planning, innovation and continuous improvement work.
• Act as an escalation point for complex supporter queries, complaints and stakeholder issues.
• Maintain strong working knowledge of HMRC Gift Aid, GDPR and other relevant legislation; lead on Gift Aid awareness where required.
• Collaborate with the Demand team to improve ways of working, share insights and support resource planning.
• Build operational relationships with stakeholder teams to identify opportunities and manage challenges.
• Lead recruitment and onboarding of new colleagues within Donations and Recognition.
• Represent the team and Supporter Care as a subject matter expert.

About you

The successful candidate will demonstrate:

• Experience of operational line management within a customer care environment.
• Experience in delivering excellent customer service in a high-volume and varied environment.
• Experience of performance management, including coaching and mentoring.
• Experience of identifying and delivering improvements in processes or ways of working.
• Excellent relationship‑building and collaboration skills.
• Experience of managing change and the ability to prioritise and make timely decisions.
• Highly effective interpersonal skills with the ability to negotiate, influence and foster trust with stakeholders
• Knowledge and understanding of legislation relevant to donations operations (e.g., Gift Aid, data protection, confidentiality).

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options, increasing by 1 day each year of service up to 30 days
• Pension matched up to 7.5%
• 120+ learning and development offers, including access to professional qualifications
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

Recruitment process

Application deadline: 23:59 on Wednesday 15th April
Interview dates: Interviews will be held in person at our London office on 28th-30th April

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.

So we can support you to be at your best during the application or interview process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice and reasonable adjustments. 

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.