Job Title: Charity Care Calling Manager
Location: UrbanLeaf, 3rd Floor, 72 Charlotte St, London W1T 4QQ
Salary: £28K-31K PA
Role: This is a permanent position for 35 hours per week, Candidates for this role who would want to work 28 hours per week will also be considered
Holiday: 28 days PA including Bank Holidays
Exciting opportunity to join UrbanLeaf as Care Call Manager. The Care Call Manager is a key person in our organisation and forms an integral part of UrbanLeaf’s administrative team. You will take ownership for the welcome call team, delivering an exceptional level of customer service to our donors and provide insightful feedback to help drive performance.
UrbanLeaf – that’s us! We are the most experienced street fundraising company in the country – We’ve been around for almost 16 years and during that time have raised millions of pounds for causes that we really believe in and pride ourselves on being instrumental in raising money for people less fortunate. We currently work on behalf of great charities such as ActionAid, Barnardo’s, Independent Age and Plan International. We are a small office with a culture of support and excellence.
First and foremost the successful candidate will be passionate about working on behalf of charities. We’re looking for someone who has the experience of working in a busy call centre and who is able to provide exceptional customer service to our donors and manage a small team of callers to do the same. Someone who can motivate their team through continuous training and support with the ability to spot trends and deliver thoughtful feedback. You’ll need to be proficient with Excel, with an exceptional attention to detail and team leader or management experience, ideally within the charity sector.
- Calling new donors, thanking them and quality controlling our fundraisers
- Coaching and developing callers to be more effective and consistent
- Supervising a team of 1-5 part time welcome callers per shift ensuring compliance to both internal and charity requirements
- Achieving the contact rates we expect
- Analysing performance and providing a weekly report to the Business Manager
Giving urgent donor feedback to the Regional Managers to help improve standards
- Management of data ensuring accuracy and efficiency at all times
- Organising weekly Rota’s
- Promoting a professional, relaxed and fun environment
Each donor receives a welcome call and this is our opportunity to thank them and check that the fundraiser experience was at the high standard that we expect before passing their details to our charity clients.
Hours of work
The calling teams’ hours are Tuesday, Wednesday, Thursday, Friday - 5pm – 9pm
Saturday & Sunday - 12pm – 4pm, you hours.
The Welcome Call Manager would be expected to work the following hours, however there will be the opportunity to have 1 full weekend off per month.
Monday 8:30am – 4:30pm
Tuesday, Wednesday and Thursday 1pm – 9pm
Fri/Sat - OFF
Sunday 11am – 7pm
Candidates for this role who would want to work 28 hours per week would also be considered (the salary would be adjusted as a pro rata based on this)
Please send a cover letter and CV and we will be in touch if we can take your application further.