Donor Care Team Leader At READ Foundation

Job Description & Person Specification

Donor Care 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: 28.06.2024

Applicants must 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, to 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 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 READs 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
As the Donor Care Team Leader, you will play a pivotal role in ensuring the efficient operation of the department by providing daily supervision to Project Leads and Donor Care Officers, overseeing their performance against established Key Performance Indicators (KPIs). Collaborating closely with the Donor Care Manager, you will lead administrative and customer service tasks, including the oversight of pledges, renewals, and payment support teams, as well as income generation activities. Your responsibilities will extend to offering training and coaching, conducting regular monthly one-on-one meetings for Donor Care Officers, and ensuring the team consistently achieves objectives set by the Donor Care Manager.

Main Responsibilities

Included but not limited to;

Provide support to the Donor Care Manager with the day-to-day logistical running of the department.
Lead and oversee the Outbound, Pledge, Orphan Sponsorship, and Payment Support Teams.
Manage the Project Leads responsible for day-to-day operations.
Ensure adherence to operational processes and procedures for efficiency.
Work closely with Project Leads to ensure timely task completion.
Coordinate with other departments to support income generation efforts.
Provide support to the Donor Care Manager by ensuring that income generation targets are met.
Develop new and improve existing processes for our customer service operations to ensure optimal efficiency and customer satisfaction.
Generate daily and ad hoc reports on team performance.
Monitor team metrics and KPIs for improvement opportunities.
Handle complex donor queries and complaints with timely resolution.
Cultivate a donor-centric culture for retention and acquisition efforts.
Assist in managing the recruitment process for the Donor Care team under the oversight of the Donor Care Manager.
Conduct interviews and facilitate onboarding for new hires.
Maintain recruitment records and ensure compliance with regulations.
Monitor staff attendance and punctuality using RotaCloud.
Allocate shifts based on operational needs and staff availability.
Manage timesheets, address lateness/absences, and maintain staff availability records.
Provide comprehensive training to enhance staff performance.
Foster high staff morale and conduct regular performance appraisals.
Create and maintain dashboards and reports on Salesforce to track and monitor income generation efforts and tasks.
Provide daily reports to the Donor Care Manager on tasks.
Produce Excel reports and analytics.
Work with the Donor Manager to develop strategies to increase income streams, retention, and maximise income generation.
Develop processes and meticulously document all tasks and procedures.
Maintain departmental compliance and document adherence to regulations.

Further details of the job responsibilities and KPIs will be shared during the interview stage if you are successful.

This job description reflects the current requirements of the post. As duties and responsibilities change and develop due to changes in organisational and other circumstances, so the actual duties and responsibilities will vary from the particulars of this job description.

Special Working Conditions

Work occasional flexible hours including evenings and weekends.
Minimum Weekly Hours: The role requires a minimum commitment of 40 hours per week, Monday to Friday from 9:00 AM to 5:00 PM.
Shift Flexibility: During busier periods, such as Ramadan, shift times may vary to accommodate operational needs.
Ramadan Night Shifts: Night shift coverage during Ramadan is mandatory, typically extending until 10PM or 11PM. This responsibility will be scheduled on a rotating basis among team leaders.
Participation in Fundraising Events: Attendance and active participation in our fundraising events are expected. Expenses related to participation will be covered by the organisation.

Requirements

Person Specification

Knowledge:

Proficient in written and spoken English with effective communication skills at all organisational levels.
Demonstrated experience in CRM systems, particularly Salesforce, and competency in Microsoft Excel is essential.
Understanding of performance management principles.
Practical expertise in addressing customer queries and providing exceptional customer care.
Familiarity with database management and reporting tools.

Experience:

At least 1 year of experience within a charity or similar non-profit environment desired.
Minimum of 1 year of customer service experience in a contact centre required.
Previous experience in juggling a demanding workload.
Proven track record in achieving targets
Experience in staff management and leadership required.
Proficiency in data exporting, analysis, and reporting required.

Non-Technical Competencies:

Communication Skills:

Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely.
Active listening skills to understand donor needs and concerns and provide appropriate solutions or assistance.

Customer Service Orientation:

Strong commitment to providing exceptional customer service, with a focus on exceeding donor expectations and building long-term relationships.
Empathy and patience in dealing with donor inquiries and resolving issues in a timely and satisfactory manner.

Problem-Solving and Decision-Making:

Analytical thinking and problem-solving skills to identify root causes of donor issues and develop effective solutions.
Ability to make sound decisions under pressure, balancing donor satisfaction with organisational goals and priorities.

Teamwork and Collaboration:

Proven ability to work collaboratively in a team environment, fostering a culture of cooperation, respect, and mutual support.
Experience in effectively delegating tasks, coordinating efforts, and achieving shared objectives.

Leadership and Motivation:

Strong leadership qualities, including the ability to inspire and motivate team members to achieve excellence and exceed performance expectations.
Demonstrated resilience and adaptability in navigating challenges and driving continuous improvement within the team and department.

At READ Foundation, we prioritise safety for all, especially children and vulnerable adults, with a zero-tolerance policy on sexual exploitation and abuse. This role requires background checks and strict adherence to safeguarding policies. By applying, you agree to uphold our safeguarding principles.