Job Description & Person Specification
Donor Care Outbound Team Leader
Salary: £14 per hour
Contract: Permanent
Hours: Full-time (40 hours per week)
Location: Manchester, M14 6AX
Reports to: Donor Care Manager
Closing Date: 31st December
We are unable to sponsor applicants for visas for this particular post. Applicants must be resident in the UK and 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 at READ Foundation plays a pivotal role in driving donor engagement and income generation through outbound calls to existing and prospective donors. This leadership role ensures the team achieves and exceeds fundraising targets while maintaining READ's high standards of customer service.
The Team Leader will be responsible for developing and executing strategies focused on income growth and donor retention, using data-driven insights to maximise campaign outcomes. They will lead, train, coach, and manage outbound staff, ensuring that all campaigns are well-organised and efficiently executed. Through call quality monitoring, performance management, and staff development, the Team Leader will uphold service excellence and compliance with organisational policies.
Additionally, the Team Leader will oversee donor care functions such as pledge management, payment recovery, and sponsorship retention, ensuring cross-functional efficiency. They will generate performance reports, provide actionable insights, and collaborate with management to design innovative approaches that enhance donor contributions, retention rates, and the organisation's overall income generation capacity.
Main Responsibilities
Included but not limited to:
- Lead and Oversee Outbound Efforts
- Serve as the primary lead for outbound call campaigns, especially during Ramadan, ensuring all donor engagement targets are met
- Organise and manage outbound campaigns, including staffing, training, and scheduling for all projects, particularly during weekends and peak seasons
- Supervise Key Donor Care Functions:
- Oversee departmental shifts, including renewals, pledges, and missed payment campaigns
- Ensure a thorough understanding of all departmental tasks to provide seamless coverage when supervising different teams
- Performance Management & Rota Management:
- Manage the performance, attendance, and punctuality of outbound staff, ensuring adherence to department standards
- Oversee shift allocation for other teams (e.g., Pledge and Payments) when supervising, ensuring effective communication with the relevant team leader
- Call Quality & Training:
- Monitor outbound call quality, ensuring compliance with GDPR and maintaining customer service excellence
- Deliver ongoing training, coaching, and one-on-one support to staff, adapting to various learning styles
- Conduct call reviews, provide detailed feedback, and implement corrective actions as needed
- Customer Service & Donor Engagement:
- Ensure high-quality customer service through both inbound and outbound calls, maintaining READ's reputation for donor care excellence
- Handle complex donor queries and complaints with timely resolution
- Foster a donor-centric culture focused on donor retention and acquisition
- Reporting & Campaign Performance:
- Generate daily and ad hoc reports on team performance, individual progress, and departmental goals
- Analyse campaign data and adjust strategies to meet income generation targets
- Create dashboards and reports using Salesforce, Excel, and other tools to track donor engagement
- Team Motivation & Development:
- Conduct daily briefings and motivational sessions to maintain high staff morale and ensure
- alignment with READ's mission
- Lead by example, cultivating a motivated, high-performing team
- Recruitment & Onboarding:
- Assist in the recruitment and onboarding process, including conducting interviews, facilitating inductions, and maintaining recruitment records
- Compliance & Process Improvement:
- Ensure all departmental processes comply with relevant regulations and internal policies
- Identify areas for operational improvement and streamline processes for better efficiency and performance
- Volunteer & Event Support:
- Support charity fundraising events by assisting donors, handling payments, distributing pledge forms, and managing 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 role requires a
full-time commitment of 40 hours per week, with shifts scheduled as follows:
- Weekdays: 12:00 PM - 8:00 PM (specific days may vary based on operational needs)
- Weekends: 10:00 AM - 6:00 PM (availability required)
Flexibility:
While weekday shifts are flexible in terms of assigned days, the role requires availability during weekends and the ability to adjust to changing operational demands.
Ramadan and Peak Periods:
During Ramadan, outbound activities become a key departmental focus. Shifts will run
7 days a week, with extended and adjusted hours to meet campaign targets. Flexibility during this period is essential to accommodate increased donor engagement and income generation efforts.
Your adaptability during these critical months will be vital to achieving departmental goals and ensuring smooth operations.
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.
Successful applicants will be subject to relevant reference and identification checks.
Due to the volume of applications, we may be unable to respond to all candidates. If your application is short-listed, we will get in touch. If you have not heard from our team within 8 weeks, please assume your application has not met the criteria on this occasion.
No agencies please.
Thank you for your interest in READ Foundation, we look forward to receiving your application.
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
Safeguarding Commitment: At READ Foundation, we are unwavering in our dedication to creating a safe and secure environment for all, especially children and vulnerable adults. We maintain a zero-tolerance policy towards any form of sexual exploitation and abuse. To uphold this commitment, this role necessitates background checks and strict adherence to our safeguarding policies and procedures. By applying for this position, you acknowledge and pledge to uphold our safeguarding principles.
Benefits
Company benefits
The position also comes with the following benefits:
- Investment in training, professional growth and development
- Health insurance cash plan
- Occupational Pension Scheme
- 32 days annual leave (including Bank Holidays and company-wide holidays) (pro-rata)
- Paid time off for bereavement, sick days and medical appointments
- Awards for employee of the year
- Annual away days/retreats involving training, teambuilding, outdoor and social activities.
- Free parking in a central location
- 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.
READ Foundation is an accredited National Living Wage Employer.
