Donor Care Outbound Team Leader

3 weeks ago

Manchester, United Kingdom READ Foundation Full time
Job Title: Donor Care Outbound Team Leader

At READ Foundation, we are seeking an experienced and skilled Donor Care Outbound Team Leader to join our dynamic contact centre team. As a key member of our Donor Care department, you will play a pivotal role in driving donor engagement and income generation through outbound calls to existing and prospective donors.

Main Responsibilities:
  • Training and Development: Ensure that both new and existing staff are fully trained on current projects and processes, conducting regular training sessions and communicating clearly to adapt 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.
  • Presenting and Coaching: Present information and updates to both small and large groups, preparing materials such as slideshows and documents to aid in training and briefings, and provide one-on-one support to staff, helping them develop their skills and offering tailored coaching based on performance reviews.
  • Call Quality and Performance Management: Review monthly calls to ensure compliance with GDPR and high customer service standards, providing feedback reports to staff and implementing corrective actions where necessary, and monitor staff motivation, productivity, and attitude, addressing any issues promptly to maintain high standards and prevent ongoing poor performance.
  • Reporting and Campaign Management: Generate clear, detailed reports on team performance, individual progress, and departmental goals for Management, and organise and manage outbound campaigns, ensuring adequate staffing, readiness, and training for all projects, particularly for weekend shifts.
  • Target Setting and Motivation: Work with management to set departmental and individual targets, motivating and driving the team to meet and exceed these goals, and conduct daily briefings to maintain staff motivation and ensure everyone understands their targets.
  • Innovation and Process Improvements: Identify areas for improvement and streamline processes to enhance departmental efficiency, and equip staff with the necessary skills to maximise donor retention rates and contribute to the charity's overall success.
Requirements:
  • Knowledge: Hold A-level or equivalent qualifications, with a minimum of a B grade in English at GCSE/A level, and proficiency in multiple languages, including English, Urdu, and Punjabi.
  • Experience: 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, and leadership experience in a call centre or outbound sales role with a focus on customer service and income generation.
  • Behaviours: Demonstrates creativity, curiosity, and a commitment to skill enhancement, and exhibits strong time management and workload organisation, and thrives in meeting deadlines and maintaining composure under pressure.
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
  • Access to prayer facilities

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