Job profile – Call Centre Administrator
Department: Call Centre (non-sales, administration focused)
Job Title: Call Centre Administrator
Reports To: Operations Director
Hours: 35 hours per week (shift pattern between 8.30am – 8pm)
Job Type: Full Time
Location: Office Based, Burnley
Date: Start ASAP
Salary: Meets National Minimum Wage (in line with age-related requirements)
About the Role
As a Call Centre Administrator, you’ll be the friendly first point of contact for supporters who have recently pledged their support to one of our charity clients through our field-based fundraising teams. Your role is to welcome them, confirm their details and support amount, answer any questions, and make sure their experience starts on a positive note.
You’ll also take care of important administrative tasks, ensure information is recorded accurately, and follow all compliance and data protection guidelines.
What You’ll Be Doing
- Making outbound welcome calls to supporters using a clear, prepared script.
- Confirming supporter details, support amounts, and Gift Aid status.
- Checking supporter eligibility in line with charity requirements (such as age criteria).
- Logging call outcomes accurately and highlighting any issues that need follow-up.
- Answering supporter questions in a friendly, professional, and helpful way.
- Completing call-backs when supporters request them.
- Handling supporter concerns or complaints calmly, escalating where needed.
- Following quality standards and suggesting improvements to ways of working.
- Keeping up to date with charity policies through training and team updates.
- Updating Excel spreadsheets and completing general admin tasks as required.
What We’re Looking For
- Confident and clear communication skills, both verbal and written.
- Excellent listening skills and a friendly telephone manner.
- Strong attention to detail and the ability to spot errors.
- Comfortable working independently as well as part of a team.
- Good data entry and typing skills.
- Confident using Microsoft Office, especially Excel.
Nice to Have (But Not Essential)
- A proactive, positive attitude.
- Customer service or call centre experience.
- Good organisational and time-management skills.
- An understanding of basic admin processes.
- An interest in, or knowledge of, charities and fundraising.
- Experience using call centre systems or telephone technology.
Pay: Up to £23,132.20 per year
Benefits:
Work Location: In person
