Contact Centre Team Leader

Contact Centre Team Leader (Part Time)

 

Join a supportive, “people first” team

You have probably never heard of a Fundraising Agency, most people haven’t. It’s true we are a unique business, but a business with support at its core whether that be with our charity clients or with our amazing team members.

 

We are looking for a team leader to join our small, but vitally important call centre. A small team but making a massive impact . Here at The Professional Fundraiser, or TPF to our friends, our diversity makes us stronger, and what matters the most is you as the person, and not your experience or credentials for the role. 

 

Want to know a little bit more about us?

TPF is the leading, national fundraising agency working with large charity clients that include The Royal British Legion, Prostate Cancer UK and Cats Protection to name a few. We’re proudly a “team-first” agency and want every individual’s interaction with TPF to be an exemplary experience. We strive for the feeling of inclusivity,  crafting personal experiences for each of our Team Members that are uniquely suited to them. 

 

Our Supporter Care team contacts the members of the public who have agreed to make a recurring monthly donation via Direct Debit. The phone call checks the data that was given at sign up, welcomes the supporter into the  Charity community and reassures them that they really do make a difference. Don’t worry, you won’t need to do any selling, that part is done by our incredible fundraisers.

What you’ll be doing;

• You will lead the team in what calls to prioritise and on what days
• Keep the scripts up to date, making sure any new charity news is added so our supporters are always kept in the loop
• All our calls are recorded for training and quality purposes - you’ll be the one to listen to those calls ensuring all the compliance points are met and seeing if there are any training needs within the team
• Team scheduling, overseeing holidays and time off and supporting through return to work requirements
• There will be some data analysis, we have an amazing CRM and you will identify any trends, or areas for highlighting and let the wider team know what’s going on
• There will be KPIs (there always is in roles like these) our focus  is on customer satisfaction, contact rates and cost per call. You’ll be supported in the best way to achieve these
• You’ll have keys to the office, and will need to lock up (in the week) and open up (on a Saturday)
• Most importantly, you will be that “arm around the shoulders” (not literally!) for the team when they have taken a tough call. We all need someone to talk about these things with.

 

So what are the person specifics for this role?

 

Someone who is comfortable using a telephone, I know that sounds strange but in the tech centred world we live in now using the phone to make a call is no longer the norm….the telephone is a trusted friend to the members of your team so it will need to become yours too.  A brilliant communicator (there’s that telephone again!) able to have good conversations with everyone, helping to cement that warm, fuzzy feeling that the supporter got when they met our Fundraiser. If you have some customer service experience, that will serve you well and even better if you have some call centre experience. Although, as we said at the beginning, we are about the person, not the skillset. You’ll need to know your way around a computer, we all help each other and we have a great IT team but you’ll benefit from having some pre existing knowledge. We use Google suite here at TPF however with the similarities between other packages, if you are more familiar working with Microsoft, transitioning won’t be a problem - we’ve all done it! 

 

 This is a part time role, with scope from 24 - 32 hours, there is a requirement to work 2 evenings a week (up to 7.30) and 2 Saturdays a month (10am  - 2pm) but we can talk about that if you need some flexibility. This is an office based role, unfortunately there isn’t any opportunity for hybrid working.

 

What are the benefits of being a TPF team member?

• A starting salary of between £32,000 - £34,00 FTE (That’s the full time rate, part time will be less)
• 22 days holiday (not including bank holidays) (Pro rata - so part time would be less) increasing on length of service
• A paid day off for your birthday! 
• A comprehensive Employee Assistance Programme (EAP) 
• Beautiful countryside offices with green spaces, cows and sheep as our nearest neighbours
• We even have a shower, if you ever fancied cycling or running to work!

 

To apply for this role and to find out more about us, please visit our website, or you can drop our People & Engagement team an email hr@theprofessionalfundraiser.co.uk you can also give us a call on 01462 458899 or text on 07561 702383