Call Centre Team Leader

2 weeks ago

London, United Kingdom Return Fundraising Full time

**Overview**

We are looking for an experienced and motivated Team Leader to join one of the largest and most respected UK telephone fundraising agencies. We have a hard earned reputation for excellence, which we are very proud of and we want to build on this. During this period of growth we are looking for a well organised and passionate individual to help manage our high performing telephone fundraising team.

You will guide, support and encourage your fundraising team to exceed targets on behalf of a variety of impactful charity organisations. You will be leading a team of remote and office based fundraisers, ensuring company targets are achieved whilst providing ongoing training and support to your team.

We work in a fast paced environment, so you will need to be organised and be able to multitask. Attention to detail with the ability to diagnose and solve problems quickly, ability to cope well with pressure are a must, as are a good sense of humour and a desire to help people reach their full potential.

**About Us**

We're Return Fundraising, one the UK's most prestigious telephone fundraising agencies, working with household charities like Macmillan Cancer Support, British Red Cross and many others. As mid sized business, you'll benefit from a close knit team who will support and grow your career and help you to achieve personal growth and success.

**About You**

The ideal individual will have the following experience:
**Essential**:

- At least 2 years' experience in a call centre environment
- Technical proficiency and comfortable using various software packages
- Target Based Performance Management experience
- Organisational Skills
- Motivational skills
- Confidence with public speaking

**Desired**:

- Team Leadership
- Coaching and Training
- Investigations & Disciplinary Management
- Charity Sector

**Duties**:

- Set up shifts in accordance with a pre-planned schedule.
- Monitor shifts, reporting any issues and updates to upper management.
- Motivate the team with regular briefings and updates on campaigns.
- Manage and coach the team, measuring performance, setting objectives, assessing training needs, providing on-the-job training and addressing any shortfalls in performance
- Work closely with the Fundraising Manager to support their work and provide reporting as required.
- Build relationships with fundraisers to ensure that issues are resolved quickly and amicably.
- Maintain standards of performance and quality in the team.
- Manage team workloads effectively; to have an awareness of key volume drivers and to assist in the planning and execution of work, ensuring it is fairly assigned across the team to support the needs of the business.

This role is a hybrid / remote based role, with some travel to our office in Highbury, London. The role follows our call centre opening hours, so you'll be required to work a mixture of 10am to 6pm, and 12pm to 8pm. Very occasionally you might need to cover a Saturday with time off in lieu offered.

**This role would be a great stepping stone for those looking to further their career in management or in the charity sector.**

**Applications**

Pay: £27,000.00-£29,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Work from home

**Language**:

- English (required)

Work Location: Hybrid remote in London, N5 2EF

Application deadline: 20/10/2024

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