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Islamic Relief Worldwide
Islamic Relief UK (IRUK)
Call Centre Team Leader
BASE LOCATION: London, UK
REPORTING TO: Supporter Relations Assistants
LINE MANAGEMENT RESPONSIBILITIES: Call Centre Agents
Islamic Relief is an international non-governmental organisation (INGO) founded in the UK in 1984 by a group of medical doctors and activists. Established in response to the widespread famine in Africa, Islamic Relief has grown to become one of the world’s largest Muslim INGOs with a presence in over 40 countries worldwide.
Since 1984, Islamic Relief has saved and transformed the lives of over 110 million people. By responding to disasters, rebuilding lives and preparing people in case disaster strikes, we save lives before they are lost. In addition to providing disaster and emergency responses, we also promote sustainable economic and social development by working with local communities – regardless of race, religion or gender. Islamic Relief is a member of the Disasters Emergency Committee (DEC) and an implementing partner for DFID, ECHO, the World Food Programme (WFP) and UNHCR.
PURPOSE OF DIVISION (IRUK):
Islamic Relief UK (IRUK) is a Strategic Business Unit (SBU) that is part of Islamic Relief Worldwide. IRUK’s focus is strengthening effective funding, mobilising for change through advocacy and awareness-raising, and strengthening programme development and delivery. IRUK works with various partners and institutions, from governments, non-governmental organisations and local authorities to grassroots communities.
PURPOSE OF DEPARTMENT (SUPPORT SERVICES):
The Support Services Department of IRUK is responsible for the provision of backend services (namely ICT, HR, accounts, facilities management, supporter relations and procurement) to the SBU so it can deliver its strategy successfully. It is also responsible for continuously monitoring IRUK’s performance and developing systems, policies and procedures to ensure it maintains a high level of operational efficiency.
To supervise the Call Centre during busy campaigns and emergencies and process donations, deal with supporter requests, update and maintain supporter records to ensure that the information held is accurate, appropriate and up to date. In addition to this, the role involves managing IRUK’s switchboard and phone enquiry system and administering the entry of data on the fundraising database (Raisers Edge).
KEY WORKING RELATIONSHIPS
Regular communication with line manager and Supporter Relations Unit (SRU) colleagues to ensure that the duties of the department are fulfilled effectively.
SCOPE AND AUTHORITY
Scope of the Role:
The role is to supervise the Call Centre during busy campaigns and emergency periods and provide daily reporting on all Call Centre calls (including inbound and outbound calls). Team Leaders will manage the IRUK switchboard and enquiries via phone, email and post as well as be responsible for updating and maintaining supporter records on Raisers Edge database. Follow a routine in daily tasks set by the line manager. Ensure that the correct donation categorisation is allocated when processing donations. In addition, the job holder provides administrative support to the unit. Day to day database maintenance tasks, updating records and maintaining accuracy.
Responsibility for Resources:
This role is responsible for ensuring that data on Raisers Edge is accurate, updated and accessible, managing the IRUK switchboard and enquiry line as well as ensuring that the online donation page is utilised correctly.
The post holder is accountable for fulfilling his or her roles and responsibilities in line with
Islamic values and principles of fairness, humanity, honesty, respect and fair treatment of
his/her colleagues and staff. The following are the main responsibilities that the role holder will
be accountable for:
1. Managing the phone lines and online enquiry systems
2. Donation Processing
Ensure all payments are processed within a secure environment, ensuring that credit card data is protected and held securely in-line with business rules.
Deal with problem donations such as invalid cheques or bank account details
Logging and processing event forms given by CFV (Community Fundraising and Volunteers) team.
Following up with pledges made at events.
Setting up and amending direct debits.
Batching and processing bank deposit donations.
Keeping up to date with changes in procedures and processes in donation related work e.g. ways of capturing and entering data.
3. Call Centre Supervision
Assisting with the induction and training for new call centre staff.
Managing the call centre during campaigns season. This includes contacting agents, making a rota and allocating shifts, managing changes/cancellation, working flexible hours to ensure sufficient supervision is provided (working until midnight/midnight till morning, during peak times as well as weekends).
Supervise call centre staff during outbound calling campaigns and provide clear and thorough reporting to line management.
5. Other/Project Work
Providing additional support to the SRU officers and assistants as and when necessary such as assisting with departmental projects etc.
Supporting and overseeing volunteers during Live Appeals.
It is essential that the post holder shows a good understanding and empathy with the Islamic values and principles as well as commitment to Islamic Relief’s vision, mission and values.
Knowledge, Skills and Qualifications
A good level of Literacy and Numeracy (English and Maths GCSE A-C)
Ability to proficiently use Microsoft Office applications especially Word and Excel including excellent data entry skills.
Excellent verbal and written communication skills
Knowledge of good customer service in the context of a Call Centre
Ability to communicate clearly, effectively and professionally with people over the phone and whilst efficiently searching for information and typing clear and concise documentation.
Demonstrable experience of supervising a team
Demonstrable experience in a similar customer service role either by telephone or face to face
Experience of using databases
Experience of processing payments and/or donations
Proven administrative skills
Pleasant and articulate telephone manner and a courteous and helpful attitude towards others
Provide ad hoc cover and being available at unsociable hours during peak campaigns (including evening and overnight shifts), as and when required to ensure the efficient operation of the Call Centre.
Ability to work as part of a team and independently using your own initiative
Ability to work in a methodical manner with attention to detail
Ability to solve problems, work under pressure and remain patient and courteous in difficult situations.
Reliable and an excellent record of attendance and punctuality
Ability to take feedback and undertake the necessary changes for continuous improvement
Strong empathy for the aims and work of Islamic Relief
Experience of working with sensitive information
Knowledge of Data Protection Act
Knowledge of GDPR, Data Protection Act and Confidentiality Regulations
Experience of processing debit/card transactions
Ability to speak ethnic language/s, especially Urdu. Punjabi, Arabic or Bengali
Experience of the Raisers Edge donor database or knowledge of a similar database