SE1, London

£9.20 per hour

Temporary

About the organisation

Islamic Relief is an international relief and development charity which envisages a caring world where people unite to respond to the suff... Read more

Job Description

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:

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.

JOB PURPOSE:

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.

KEY ACCOUNTABILITIES

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

  • To be the first point of contact for the callers of IRUK and ensure a high level of customer service is delivered and maintained.
  • To manage switchboard calls, deal with enquiries and the processing of donations efficiently whilst communicating professionally at all times.
  • To manage all the enquiries via the various email inboxes and postal enquiries.
  • Donor care of IR individual donors. This includes selection of suitable fulfilment in response to donations and the successful handling of any donor enquiries, instructions and communication with donors via mail, phone and email.
  • Achieve the best possible outcome for IR from each supporter contact. This will involve pointing supporters towards an engagement with IR that is the most suitable for the supporter and the most beneficial for IR.
  • Promote and effectively communicate Islamic Relief’s various projects, funds and campaigns including the Gift Aid scheme.

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.

4. Administration

  • Ensure all filing and paperwork storage is maintained to the highest standards. Data cleaning: update on a regular basis supporter records with amendments such as incorrect names, ‘No Mailing’ status; identify duplicate records and incomplete address lines.
  • Constantly monitor and look to improve the qualitative effectiveness of the work produced by the SRU Team. This will include working on your own initiative to effect measurable improvements in supporter care and data quality.
  • Contribute to the efficient running and good practice of the SRU Unit and undertake other initiatives as required.

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.

PERSON SPECIFICATION

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.

Essential

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.

Experience

  • 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

Personal Qualities

  • 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

Desirable

  • 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