Donor Care Outbound Team Leader

Job Description & Person Specification  

Donor Care Outbound Team Leader  

Salary: £14 per hour 

Contract: Permanent  
Hours: Rotational (24-40 hours per week)   

Location: Manchester, M14 6AX  

Reports to: Donor Care Manager  

Closing Date: 31st October

Applicants must have the right to work in the UK   

About READ Foundation   

READ Foundation is a UK-based registered charity working to provide access to quality education to vulnerable children in our regions of work. We create opportunities for orphan and needy children to go to school, gain an education and build a better life for themselves. We currently focus on constructing new schools, providing sponsorship for orphans and are now expanding our educational portfolio to reflect the large humanitarian and development needs ongoing throughout the world.      

About Donor Care  

The Donor Care department at READ Foundation is essential to the organisation's success, fulfilling its role as the primary hub for customer service and income generation. Through various communication channels, including telephone, email, letters, and WhatsApp, the department adeptly handles donor queries, engaging in both inbound and outbound calls to provide exceptional support and guidance. This dynamic contact centre ensures that donors receive the assistance they need at every interaction. Comprised of the Pledge Team, Orphans Team, and Payments Support Team, this department collectively contributes to donor acquisition, retention, and financial resilience.  

The Pledge Team plays a critical role in managing all aspects of donation processing, including donations arising from both UK and international fundraising events. They meticulously handle pledge forms, process contributions, and conduct courtesy calls, ensuring seamless donor engagement and support. Meanwhile, the Orphans Team oversees the donation aspect of READ's flagship Orphan Sponsorship program and excels in Sponsorship retention and data management. Simultaneously, the Payments Support Team addresses payment issues promptly, ensuring a consistent income stream and supporting the organisation's financial planning.  

Together, these teams uphold the organisation's sustainability and effectiveness in achieving its philanthropic objectives.  

Purpose of Job 

The Donor Care Outbound Team Leader plays a pivotal role in driving donor engagement and income generation through outbound calls to existing and prospective donors. This leadership role ensures that the team achieves its fundraising targets while maintaining READ’s high standards of customer service. You will be responsible for training, coaching, and managing staff, ensuring that all outbound campaigns are well-organised and executed efficiently. Additionally, you will generate reports, oversee call quality, and implement strategies for donor retention and income growth. 

Main Responsibilities 

• Training: 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. 
• Presenting: Present information and updates to both small and large groups, including preparing materials such as slideshows and documents to aid in training and briefings. 
• Coaching: Provide one-on-one support to staff, helping them develop their skills and offering tailored coaching based on performance reviews. 
• Call Quality: Review monthly calls to ensure compliance with GDPR and high customer service standards. Provide feedback reports to staff and implement corrective actions where necessary. 
• Performance Management: Monitor staff motivation, productivity, and attitude, addressing any issues promptly to maintain high standards and prevent ongoing poor performance. 
• Reporting: Generate clear, detailed reports on team performance, individual progress, and departmental goals for Management. 
• Campaign Management: Organise and manage outbound campaigns, ensuring adequate staffing, readiness, and training for all projects, particularly for weekend shifts. This role requires a high level of competency in CRM management, analytics, financial reporting, and data mining to effectively track donor engagement, monitor performance, and optimise income generation strategies. You will be responsible for analysing data to ensure that campaign results align with departmental goals, making adjustments as needed to maximise outcomes. 
• Target Setting: Work with management to set departmental and individual targets. Motivate and drive the team to meet and exceed these goals. 
• Briefs and Motivation: Conduct daily briefings to maintain staff motivation and ensure everyone understands their targets. Inspire a commitment to READ’s mission to sustain high morale and performance. 
• Innovation and Process Improvements: Identify areas for improvement and streamline processes to enhance departmental efficiency. 
• Donor Retention Strategies: Equip staff with the necessary skills to maximise donor retention rates and contribute to the charity’s overall success. 
• Meeting and Exceeding Income Generation Targets: Drive the team to not only meet but exceed income generation targets, cultivating a culture of excellence. 
• Building a Strong Outbound Team: Lead by example to create a motivated, high-performing team that contributes to the success of the outbound department. 
• Volunteer: to support the charity's fundraising events by assisting donors, handling PDQ donations, distributing and collecting pledge forms, and helping with event logistics. 

This job description outlines the present demands of the role. As tasks and obligations evolve in response to changes within the organisation and external factors, the specific duties and responsibilities may change from the details provided in this job description. 

Shift Patterns and Expectations: 
The department's main office hours are Monday to Friday, 9 am to 5 pm. However, outbound shifts specifically run on weekends, from 12 pm to 4 pm on both Saturday and Sunday. As the Outbound Team Leader, you will be required to work weekend shifts while also covering 2-3 weekday shifts to oversee responsibilities such as call quality reviews, staff rota management, performance management, and campaign management. 

During Ramadan, outbound activities become one of the department’s key strategic priorities. Outbound shifts will run 7 days a week, with full shifts throughout Ramadan. In the month leading up to Ramadan, you will be expected to work a minimum of 40 hours per week, with flexible shift patterns to accommodate the increased demands of this period. Flexibility in your schedule during these critical months is essential for meeting the department’s targets and objectives. 

 Ramadan Special Working Environment 

• Enjoy a fun, energetic, and lively atmosphere. 

• Engage in congregational prayers and foster a sense of community spirit. 

• Receive thorough training, including Zakat sessions led by a well-respected Sheikh. 

• Immerse yourself in the Ramadan spirit with decorative elements enhancing the mood. 

• Enjoy uplifting daily spiritual reminders, adding a meaningful touch to your work environment. 

• Participate in enjoyable and healthy competitions that contribute to team spirit. 

• Benefit from flexible working hours to accommodate your schedule during this busy month. 

• Experience the joy of iftar provided on late shifts, creating a shared and supportive atmosphere. 

• Seize the opportunity to earn while maximizing your spiritual rewards through impactful charity work. 

• Receive ongoing training and support, ensuring personal and professional growth. 

Instructions to Apply 

Please apply with your CV and supporting outlining how your skills and experience meet the person specification for the post.   

Requirements

Person Specification 

Knowledge: 

• Hold A-level or equivalent qualifications, with a minimum of a B grade in English at GCSE/A level. 

• Fluent in English, with excellent verbal and written communication skills. 

• Proficiency in multiple languages, including English, Urdu, and Punjabi. 

• Strong familiarity with database operations and reporting tools. 

• Advanced proficiency in Excel, including data analysis, formulas, and reporting. 

• Proficient in Microsoft Office software. 

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. 

• 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. Strong knowledge and competency in Salesforce is highly desirable. 

• Experience in accurate data entry and effectively managing multiple tasks while prioritising complex workloads. 

• Demonstrated ability to train, coach, and develop team members with varied skill levels. 

• Experience in a multidisciplinary role, demonstrating adaptability and collaboration. 

• Skilled in engaging with stakeholders from diverse backgrounds. 

• Passion for and knowledge of the international development sector. 

Behaviours   

• Demonstrates creativity, curiosity, and a commitment to skill enhancement. 

• Receptive to constructive feedback. 

• Displays enthusiasm for work quality and embraces technological advancements. 

• Exhibits strong time management and workload organisation. 

• Thrives in meeting deadlines and maintaining composure under pressure. 

• Effectively engages with stakeholders internally and externally. 

• Manages multiple tasks concurrently. 

• Exemplifies meticulous attention to detail and commitment to excellence. 

At READ Foundation, we prioritise safety for all, especially children and vulnerable adults, with a zero-tolerance policy on sexual exploitation and abuse. This role requires background checks and strict adherence to safeguarding policies. By applying, you agree to uphold our safeguarding principles.  

Benefits

Company benefits   

The position also comes with the following 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  

READ Foundation is committed to diversity and equality of opportunity in all aspects of our work, along with encouraging a healthy work life balance.