About the role
ZAFRA is looking for confident and adaptable Outbound Call Centre Agents to join the team in our Norwich office.
You will make outbound calls across a variety of campaigns, primarily on behalf of charities and not for profit organisations. Calls will mainly be made to existing donors, supporters, previous supporters and prospective supporters.
Campaigns may include:
- Donor and supporter reactivation
- Regular giving and donation upgrades
- Legacy and gifts in wills conversations
- Supporter engagement
- Prospect calling
- Membership and survey campaigns
We also work with clients in other sectors, so you will need to be comfortable adapting your approach to different campaigns, organisations and audiences.
A substantial proportion of the initial work will involve calling on behalf of organisations in the pro life charity sector. You must therefore be willing and able to represent these organisations professionally and respectfully, regardless of your personal views.
This role would suit someone who enjoys speaking with people, can build rapport over the telephone and is comfortable moving between different types of conversations and campaigns.
What you will be doing
- Making outbound calls to donors, supporters, previous supporters and prospects
- Speaking with people about different charity campaigns and areas of work
- Reconnecting with previous or inactive supporters
- Discussing potential donation upgrades with existing donors
- Holding sensitive and respectful legacy and gifts in wills conversations
- Following campaign scripts while keeping conversations natural and engaging
- Providing clear and accurate information about the organisation or campaign
- Asking relevant questions and recording responses accurately
- Updating campaign records during and after calls
- Working towards agreed quality and performance targets
- Representing ZAFRA and our clients to a high standard
Full training will be provided for every campaign.
What we are looking for
You should have:
- Some previous telephone, fundraising, sales or call centre experience
- Confidence speaking with people over the telephone
- A friendly, clear and professional communication style
- The ability to build rapport and hold natural conversations
- The confidence to discuss donations and ask for support appropriately
- The sensitivity to handle legacy and other personal conversations respectfully
- The ability to adapt to different campaigns and audiences
- A willingness to make calls for pro life charity organisations
- Good attention to detail and accurate data entry skills
- A reliable and positive approach to work
Previous experience in telephone fundraising or the charity and not for profit sector would be an advantage, but it is not essential.
What we offer
- Full time and part time opportunities
- Monday to Friday working
- A friendly and supportive office environment
- Full campaign training and ongoing coaching
- Experience working across a variety of campaigns and sectors
- Opportunities to develop your telephone communication and fundraising experience
About ZAFRA
ZAFRA is a voice outreach and outsourcing company with offices in Norwich, Bury St Edmunds and South Africa, working with organisations across the charity, not for profit and commercial sectors.
We deliver supporter engagement, donor reactivation, regular giving upgrades, legacy conversations, prospect calling, surveys, membership, lead generation and appointment setting campaigns.
Our focus is on professional and respectful conversations that represent each client properly and provide a positive experience for everyone we contact.
How to apply
Please apply through Indeed with your CV and a brief summary of your previous telephone or call centre experience.
ZAFRA is an equal opportunities employer and welcomes applications from people of all backgrounds and beliefs.
Pay: £12.71 per hour
Work Location: In person
