The Air Ambulance Service provides two very important functions, Helicopter Emergency Medical Services (HEMS) and The Children’s Air Ambulance (TCAA) which provides paediatric transfers across the UK. Our objective is to save lives, utilising specialist pilots, doctors, and paramedics and with our work centered on saving lives, improving clinical outcomes and being able to react quickly and efficiently to emergencies. We are at the forefront of innovative clinical care, and we challenge boundaries. Every day our charity is tasked with a unique set of missions which we respond to with our fantastic services, all of which are funded entirely by voluntary donations, trading and fundraising activities we undertake. This ethos remains at our core; we are here to work alongside and help the NHS without using their available funds. The impact we make with our services is to keep people alive, keep families together, to let children grow into adults and to enable the NHS to carry out more work than they would have been able to without our support. We also impact our communities by creating jobs, taking actions to improve the environment, bringing people together as volunteers and creating worthwhile training and experience opportunities. Our work is only made possible by the wonderful support and generosity of the public, together with the dedication, skill and enthusiasm of staff and volunteers in all areas of operation. This support enables us to invest into our operational services, into developing staff and volunteers and into our future financial stability to protect the services needed now and in the future. Job Title: Supporter Experience Manager Location: Rugby - Hybrid (40% office based) Full Time: 37.5 hours Annual Salary: £41,728 Closing Date: 17th April 2025 Interview Date: 23rd April 2025 (face to face, in Rugby) Job Purpose The Supporter Experience Manager is responsible for the development and delivery of a programme of tailored activities designed to attract, engage and retain supporters. Responsible for guiding and managing a group of individuals to achieve specific goals and objectives. You will provide direction, support, and motivation to the team members, delegate tasks, monitor progress, and ensure effective communication within the team. Proactively support and encourage both personal and professional development of your team. You will role model the leadership behaviours and demonstrates the core values of TAAS and will hold peers and colleagues to account to do the same. Working with all colleagues to create a positive and inclusive work culture. Outside of their direct line management structure, the Supporter Experience Manager will engage and influence colleagues across the charity to adopt initiatitives that will elevate supporter experience across every part of the organisation. Key Responsibilities • Enhance the supporter experience by identifying and implementing strategic process improvements, opportunities for engagement, and revenue enhancement. • Lead projects within the direct function and wider charity that elevate supporter experience and/or deliver supporter experience insight to evidence required improvements and/or corrective action. • Manage any complaints or escalations effectively to avoid any reputational damage to the charity. • Build relationships with internal teams and understand the impact their activities will have on Supporter Experience, planning to negate any challenges to the service provided. • Use technology and reporting suites effectively to ensure compliance and identify/implement improvements to the service. • Manage any external commercial partners where required. Compliance Responsibilities As a manager, in addition to specific compliance requirements within your area of expertise, you also hold responsibility in your team for: • Health & Safety and Environment. • Safeguarding • Data Protection • Equality, Diversity, and Inclusion • Quality You are expected and encouraged to raise and escalate appropriately any potential breaches or areas for improvement regarding the above. Person Specification • Demonstrable evidence of behaviour in line with the core values of TAAS throughout career to date. • Collaborative approach to achieving departmental and wider organisational objectives. • Passion for the work that TAAS does. • A flexible approach to allow adaptability to the changing needs of the organisation. • Able to demonstrate effective people management experience. • Ability to manage projects end to end and identify strategic improvements that can enhance the supporter experience. • Ability to build relationships and influence stakeholders when required. • Excellent written communication skills. The role is subject to a Basic DBS check. Environment TAAS is an inclusive working environment where Equality, Diversity and Human Rights are guiding principles, individuals are respected and a value of having a diverse workforce is recognised. The recruitment, employment and development of people are based on qualifications, experience and competency to do the job, eliminating personal bias or prejudice. As an organisation, TAAS are committed to ensuring the safety and welfare of children and vulnerable adults involved in any of our activities. Our commitment applies to all acting on our behalf, i.e., employees, contractors, volunteers, supporters, patient, donors and visitors, meaning that all have a responsibility towards safeguarding children, young people and vulnerable adults with whom they have contact with. Any new staff starting with the organisation will need to be committed to Safeguarding, complete relevant Safeguarding training and report any concerns they may have. TAAS operate a safer recruitment process, as part of our Safeguarding policy, which includes identifying and rejecting anyone who may be a risk to vulnerable people. Please note that we reserve the right to close this before the stated date, should the hiring manager deem there to be enough suitable applicants.