Telephone Team Coach

1 week ago

London, United Kingdom Inspired People Ltd Full time

**Location**: Greenpeace HQ London/ Hybrid (Only 1 day a week in office required)

**Hours**: 9:00 - 5:30, Monday to Friday

**Pay**: £14 per hour basic wage

Amazing opportunity for an experienced call centre manager and/or coach looking to work in the charity sector within one of the world’s largest environmental NGO

Greenpeace defend the natural world and promote peace by investigating, exposing and confronting environmental abuse, and championing responsible solutions for our fragile environment.

The campaigns they are currently working on include working to stop climate change, defend oceans by stopping destructive and illegal fishing and protect rainforests across our beautiful planet.

Greenpeace has a small team of inhouse callers (anywhere from 2-4) who contact their new and existing supporters to welcome them to the organisation and let them know about the other ways they can help such as legacy giving.

As their Team Coach you will be responsible for the day to day management of the in house telephone team. This will include planning the daily workload and allocating the data, making sure that your team of callers are hitting the targets that they are set,and ensuring all the calls are of the highest standard.

**Main duties and responsibilities**
- Achieve a personal calling time of 50% and hit all your personal KPIs
- Plan the team's workload to ensure they can fulfil the call volumes and calling campaigns are prioritised as necessary
- Allocate calling data to each team member
- Make sure the callers are briefed on fundraising and campaign plans as well as news stories that could affect the team
- Work with the Supporter Care manager to recruit new callers
- Conduct regular 121s review performance, taking appropriate action for any underperformance
- Identify development needs and deliver training and coaching

**Essential Skills and Qualities**
- Fundraising experience within either face to face or telephone
- Significant experience leading or coaching a team
- Possess excellent verbal and written communication skills.
- Experience of working with databases, and be confident creating and producing reports
- Ability to analyse and interpret data

If you are interested in this opportunity, please APPLY and attach your CV.

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