Job title: Face to Face Manager (in house and public) 

Department: Individual Giving and Supporter Care

Accountable to: Head of Individual Giving and Supporter Care

Location: Remote (?? Is this right?)

Salary: £40-45k

Benefits: ??

Role purpose

Each day, people who work in our fire and rescue services make a significant contribution to the overall safety and security of their communities. Whether on the frontline or working tirelessly behind the scenes, they play a critical role in helping others. Fire Fighters Charity provides care and support to firefighters, control staff, and all those working in (or retired from) the UK’s fire services. We’re also here for their loved ones. Our timely health care, wellbeing support and practical assistance helps our fire heroes adapt to physical and emotional injuries, illness and conditions, be fit for work, transition to life after their service and to feel valued and recognised.

We cannot provide this help without our amazing supporters, and we want to improve and deliver great supporter experience. Face to Face fundraising has been an important part of engaging with new supporters for Fire Fighters Charity for some time. Whether in house fundraisers engaging directly with the fire and rescue services, or the support of our partners to secure donors from the public, across regular giving and our society lottery.

We know that there is more we can do to engage effectively in this critical area of fundraising, and so we’re looking to recruit someone to the role of Face to Face Fundraising Manager for the charity. You will manage the in-house teams and external agencies, reviewing opportunities across engaging with the fire and rescue services and the public.

Your expertise will be help us to manage and explore growth potential for this area.

Key aspects to the role:

Reporting to the Head of Individual Giving and Supporter Care, and sitting within the wider fundraising team, you will secure new supporters from within the fire and rescue services and wider public. You will build on the scope of the Acquisition and Growth and outreach strategies, which have been developed in line with an increasing focus on great supporter experience and a drive to grow income to meet increasing demand for our services.  

You will ideally have strong dialogue experience or at least a very strong understanding and working knowledge, either directly working with supporters in charities, or able to demonstrate relevant experience of dialogue fundraising at an agency supporting charities. This will include confidence and experience in managing acquisition budgets and developing business cases.

You will be an important champion for our supporters, and partners, developing processes and insight to measure impact, income and engagement. You will take a strong proactive approach to share feedback internally and with key partners, to highlight opportunities and challenges that you identify.

You will also manage the in-house face to face team and support their work in connecting with the fire and rescue services. And you’ll work closely with colleagues in regional fundraising and our wellness programmes to deliver co-ordinated effective engagement with the fire and rescue services.

Key relationships

·       Supporter Care Team Leader and wider team

·       Supporters

·       Head of Individual Giving and Supporter Care and wider individual giving team

·       Engagement Fundraisers (in-house face-to-face fundraising)

·       Key external suppliers e.g. lottery providers and public dialogue

·       DDAT

·       Administration staff for co-ordination of ingoing and outgoing post

·       Fundraising team

·       Engagement team

·       Commercial Managers

·       Wellness team

·       Impact and Service Partnerships

Main Areas of Responsibility

• Contribute to the recruitment of new donors to support income growth and increasing demand for services

Face-to-Face Fundraising Delivery

• Lead and optimise face-to-face fundraising across in-house teams and agency partners

• Ensure activity delivers against agreed KPIs, targets and budgets

• Support and, where required, directly deliver face-to-face fundraising – face to face presentations with firefighters

Team & Supplier Management

• Manage and support the in-house outreach team, including regular field engagement

• Oversee agency relationships, including performance management, tenders and contracts

• Build strong relationships with internal teams, suppliers and fire and rescue service contacts

Strategy, Insight & Performance

• Contribute to strategy development and business planning

• Monitor and report on key KPIs (e.g. CPA, attrition, average gift)

• Use data and insight to optimise campaigns and drive continuous improvement

• Develop audience insight and test-and-learn approaches to improve engagement

Systems & Processes

• Develop and improve processes to support fundraising activity, including use of Salesforce

• Work with internal teams and suppliers to strengthen reporting, data quality and operational efficiency

Compliance, Safeguarding & Risk

• Ensure all activity complies with fundraising regulation, safeguarding and data protection requirements

• Maintain high standards through monitoring, site visits and risk assessment

• Support the implementation of safeguarding practices across all activity

Supporter & Income Management

• Ensure accurate management of supporter data and records

• Maximise income opportunities, including Gift Aid

• Ensure supporter journeys, communications and processes are delivered effectively

• Manage complaints in line with organisational and regulatory requirements

General

In addition to the duties outlined, all Fire Fighters Charity employees are expected to:

• Support diversity, equity, inclusion and belonging, and help create an environment where everyone feels respected and included

• Support and work alongside volunteers where required

• Demonstrate commitment to the charity’s values and behaviours

• Follow all health, safety, fire regulations, and organisational policies and procedures

• Maintain ethical and professional standards and avoid bringing the charity into disrepute

• Keep up with any required professional registration or standards

• Engage in ongoing learning, development, and relevant training

This job description is not exhaustive. It merely acts as a guide and may be amended to meet the changing requirements of the charity at any time after discussion with the post holder

Key Competencies:

1. Relationship Management (Internal & External)

What it means:
The ability to build strong, credible relationships across a range of stakeholders — from internal teams to external partners and frontline audiences.

In this role:

• Works effectively with internal teams (fundraising, operations, data, leadership)

• Builds trust with external agencies and suppliers

• Engages confidently with fire and rescue service contacts

• Supports and motivates the in-house outreach team

2. Strategic Clarity

What it means:
The ability to understand the bigger picture and translate it into clear, practical plans.

In this role:

• Understands how face-to-face fits into wider income strategy

• Can prioritise effectively and focus on what drives impact

• Contributes to planning, forecasting, and business cases

3. Data & Performance Management

What it means:
Confidence working with data to drive decisions, measure success, and improve performance.

In this role:

• Tracks and manages key KPIs (e.g. CPA, attrition, average gift)

• Uses data to identify trends, risks, and opportunities

• Works with internal teams to improve reporting and insight

4. Compliance & Process Improvement

What it means:
Ensuring activity is compliant, well-managed, and continuously improving in efficiency and quality.

In this role:

• Maintains high standards across fundraising regulation and safeguarding

• Ensures processes are followed consistently across teams and agencies

• Identifies and improves inefficient or unclear processes

5. Solutions-Focused Approach

What it means:
A proactive, problem-solving mindset — able to navigate challenges and find practical solutions.

In this role:

• Responds effectively to operational challenges in the field

• Works through ambiguity and changing priorities

• Takes ownership of issues and drives them forward

6. Face-to-Face Fundraising Expertise

What it means:
A solid understanding of how face-to-face fundraising works in practice — both operationally and strategically.

In this role:

• Understands agency and in-house F2F models

• Knows what drives performance in the field

• Can manage and support fundraisers effectively

• Understands supporter experience and long-term value