Team Leader

6 months ago

Wakefield, United Kingdom Penny Appeal Full time

**About Penny Appeal**

Penny Appeal is an award-winning international humanitarian charity offering a

range of life-saving humanitarian solutions in over 30-crisis hit countries. As one of

the fastest growing charities in the sector, we have transformed countless numbers

of lives and empowered communities around the globe helping to break the poverty

cycle through our simple vision, taking your small change and making a big

difference.

Penny Appeal is a twice Guinness-World-Record holder and works closely with

leading celebrities and globally renowned institutions in the UK and beyond in the

fight against poverty.

Teamwork makes the dream work and Penny Appeal are looking for passionate

individuals who seek a dynamic and rewarding career and can work in demanding

fast-paced environment.

**Role Overview**:
The Support Centre Team Leader will be responsible for the providing direct

supervision to donor relations advisors on Inbound, outbound calls and other

administrative activities. The role also involves closely monitoring productivity and

performance levels. The Team Leader will ensure the staff are following correct

procedures and routinely provides direction to their team members.

**Responsibilities**:
1. Manage resource within the department to ensure team members are effectively utilised, motivated, and focussed on all streams of work.

2. Understand/identify the daily workloads and allocate tasks accordingly to staff members.

3. Pro-actively record, monitor and review staff members individual team performance against set target daily, weekly, and monthly productivity.

4. Carry out 'Support Centre Advisors' monthly 121’s. This will involve recording and informing the staff member of their monthly productivity, call monitoring results, and any coaching/improvement needs and further development needs.

5. Live listening to inbound and outbound calls and providing feedback to staff members.

6. Spot check every outbound/additional claims made by advisor on the team's group.

7. Refer team members for any additional training/coaching to the staff trainer.

8. Proactively and diligently complete 'Return to Work' in a timely manner.

9. Be the first point of contact for the advisors and support when they have any questions or having difficulty on inbound/outbound calls.

10. Manage the support centre enquiries and complaints effectively.

11. Responsible for processing donor complaints raised by staff members. This will involve contacting the donors and resolving the complaint.

12. Collaborating with members of other departments to effectively resolve and donor related enquiries and complaints.

13. Responsible for processing the day-to-day administrative CRM tasks (donor matching, order alerts).

14. Develop and circulate the staff weekly rota in line with work volumes and annual leave minimum 1 month in advance.

15. Update the weekly rota on a day-to-day basis when any changes arise.

16. Manage and direct the support centre enquiries inboxes to the relevant function.

17. Provide/setup the relevant reports to the support centre manager (retentions, pledges, productivity, plaque confirmation and feedback sent reports etc )

18. Work with the support centre management team on improvement tasks.

19. Proactively takeover 'Quality Monitoring and Feedback Reporting' in the absence of the Quality Coordinator.

20. Assist with any training required for new joining.

21. Responsible to carry out any other tasks allocated to you by your manager or other senior members of staff.

22. Adhere to policies and procedures as per the company handbook, health and safety requirements, confidentiality, and other management systems.

23. Assist events team with forms processing, conversion of pledges, maintaining income log, and be available to support at the events, when required.

24. To attend any relevant meetings when required.

NOTE: Please be aware that the duties and responsibilities outlined above are not exhaustive, nor are they shown in the order of priority or frequency. You may from time to time be asked to carry out work outside your normal working hours to meet business need.

It is the postholder's responsibility to safeguard and promote the welfare of children and vulnerable adults with whom they have contact or for whom they are responsible.

We believe that every member of our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, to identify challenges and to discover, design and deliver solutions so join us in making a difference.

Please be aware that the salary will be pro-rata for part time hours.

**Job Types**: Full-time, Part-time, Permanent

**Salary**: £24,863.00-£27,983.00 per year

Expected hours: 15 - 37.5 per week

**Benefits**:

- Additional leave
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay

Schedule:

- Monday to Friday
- Weekend availability

Ability to Relocat

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