Donor Care Outbound Team Leader

4 weeks ago

Manchester, United Kingdom READ Foundation Full time
Job Description

READ Foundation is seeking a highly skilled Donor Care Outbound Team Leader to drive donor engagement and income generation through outbound calls to existing and prospective donors.

The successful candidate will be responsible for training, coaching, and managing staff, ensuring that all outbound campaigns are well-organised and executed efficiently. Additionally, they will generate reports, oversee call quality, and implement strategies for donor retention and income growth.

Main Responsibilities
  • Training and Development: Ensure that both new and existing staff are fully trained on current projects and processes. Conduct regular training sessions and communicate clearly, adapting to different learning styles.
  • Customer Service: Oversee the team's inbound and outbound calls, ensuring high-quality customer service at all times and maintaining READ's reputation for excellence.
  • Campaign Management: Organise and manage outbound campaigns, ensuring adequate staffing, readiness, and training for all projects, particularly for weekend shifts.
  • Reporting and Analysis: Generate clear, detailed reports on team performance, individual progress, and departmental goals for Management.
  • Performance Management: Monitor staff motivation, productivity, and attitude, addressing any issues promptly to maintain high standards and prevent ongoing poor performance.
Requirements
  • Minimum of 1 year of experience in a charity or customer service environment, particularly in a contact centre role with proven expertise in handling both inbound and outbound calls.
  • Leadership experience in a call centre or outbound sales role with a focus on customer service and income generation.
  • At least 1 year of experience using a CRM system, with demonstrated proficiency.
Benefits
  • 32 days annual leave (including Bank Holidays and company-wide holidays)
  • Awards for employee of the year
  • Investment in training, professional growth and development
  • Occupational Pension Scheme
  • Work in a dynamic contact centre environment

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