Contact Centre Lead (Part Time)

 

Contact Centre Lead (25-32 hours per week)

 

We’re looking for our next amazing Team Member to join the TPF family!

This is an exciting opportunity for an experienced customer service/contact centre professional to lead our specialist call centre (Supporter Care) team.

 

Based at our offices in the picturesque village of Astwick in Stotfold, you will lead a team of part-time welcome callers, ensuring they are fully equipped to deliver high-quality welcome calls to supporters who have kindly committed to a recurring monthly donation to one of our charity clients. These calls are a vital touchpoint - made by telephone - to welcome supporters, verify their details, and provide quality assurance by gathering feedback on their initial interaction with one of our skilled fundraisers in the field. All supporters are expecting a call - these are welcome conversations, not cold calls.

 

This role is ideal for someone passionate about fostering a culture of continuous improvement - enhancing the call quality to meet our high standards, whilst consistently achieving internal KPIs to ensure all of our supporters receive a welcome call.

 

You will personally deliver welcome calls to donors, setting a standard of best practice for the team and using real interactions to inform and improve welcome scripts. This will make up approximately 25% of your working hours, with the remaining time dedicated to the key responsibilities outlined below.

 

Our data shows that donors are most responsive to welcome calls in the afternoons, evenings, and on Saturdays. Reflecting this, the role is permanent and offers a minimum of 25 hours per week. Core hours are Monday, Tuesday, and Thursday from 12:00 to 19:30, with an additional 4 to 11 hours to be worked on Wednesday, Friday, or Saturday - these will be agreed upon following the interview. Availability to work one Saturday per month is also desirable.

 

Key Duties

• Have ownership of staff scheduling based on company forecasts and the changing demands of the business and unplanned absences, along with the approval of holiday and time off requests.
• Prioritise the schedule of welcome calls to meet the strategic needs of the business ensuring the right donors are called at the right time to boost complete call rates.
• Develop and refine welcome scripts for charities, enhancing existing content to align with each charity’s requirements while ensuring a positive and engaging experience for supporters.

• Complete weekly call listening and scoring paying particular attention to compliance and identifying any gaps in training requirements.
• Represent the welcome call team at our weekly company compliance meeting, reporting on calls from the previous week.
• Coaching the team to drive continual quality assurance and identify supporter comments and any complaints for escalation.
• Provide the team with emotional and practical support, be the trusted constant within the team. Offer practical guidance through appraisals and reviews.
• Be able to analyse financial targets and KPIs with the focus on supporter satisfaction, contact rates and cost per call.
• Encourage continuous learning and develop a first class calling team, blending ‘professional with the personal’ during conversations, responding appropriately to those in emotional/vulnerable situations.

 

Person Specification

Required

• Proven experience in leading and managing teams effectively, with a focus on motivation, clear communication, and achieving shared goals through collaboration and support
• Confident, self motivated, articulate with excellent communication skills and a keen eye for detail
• Forward thinking with a positive attitude and an empathetic nature with a focus on compliance
• Strong analytical & computer skills to be able to spot trends and make data driven decisions
• The ability to lead a team in a sensitive and compassionate manner with a focus on building trusted relationships
• A thoughtful and sensitised person experienced in dealing with possible delicate conversations whilst maintaining a high level of professionalism

 

Desirable

• A background in customer service or managing small call centre teams/contact centres
• Experience in a high customer facing environment would be advantageous due to the high number of interactions
• Experience coaching individuals to improve performance
• Previous work in a call centre/contact centre environment or similar

 

Benefits Package 

 

Financial Security 

 

• Starting salary of £32,000 to £36,000 (FTE)  per annum based on experience
• Employer pension contributions 
• Enhanced sick pay 
• Family friendly policies with enhanced pay elements 

• 22 days holiday pro rata (not including bank holidays) increasing to 27 days upon length of service 

 

Health & Wellbeing Support 

 

• Beautiful countryside office location with free parking and shower facilities, perfect if you fancy walking, running, or cycling to work 
• Employee Assistance Programme, including access to mental health and wellbeing tools, discounts, training and more! 
• Mental Health First Aiders 

• Free flu vaccination vouchers every winter 
• Office Library and book-club 
• Personable and friendly company with a dedicated and hardworking team and vibrant culture 

 

Recognition & Career Development 

 

• Long service awards 

• Learning, career development and training opportunities, including Lunch and Learns. 
• Referral Scheme ‘Friend with Benefits’, and monetary rewards for recommending someone who starts with us. 
• IDEA (Inclusion, Diversity, Equity and Access) Awareness Months, including signposting and training 

 

Personal Experiences  

 

• Paid time off for your Birthday! 

• Paid time off for Christmas shutdown 
• Birthday, Wedding, and New Baby gifts 
• Seasonal gifts and celebrations, including Christmas Party 

Contract Terms

• Permanent role, minimum 25 hours per week
• Core hours: Monday, Tuesday, and Thursday, 12:00 - 19:30
• Additional 4 to 11 hours on Wednesday, Friday, or Saturday (to be agreed post-interview)
• Availability to work one Saturday per month (10:00 - 14:00) is desirable
• Office-based only (SG5 4BH)
• 12-week probation period

Equal Opportunities

 

At The Professional Fundraiser, we know that our diversity makes us stronger, and we’re committed to creating a diverse and inclusive environment where our people can thrive and be their best every day.  If you’ve got the personality, drive, experience, and passion to fit into our team, that’s all we care about, and we’re proud that every individual in our business is valued and cherished equally.