Calling & Compliance Manager
Location: London – Hybrid
Company: One Sixty International
Job Type: Full-time
About One Sixty International
One Sixty International is a growing international fundraising agency working with some of the world’s leading charities across the UK, USA and Asia.
We recruit and engage long-term supporters on behalf of leading charities, and we’re committed to delivering fundraising that achieves excellent results while maintaining the highest standards of quality, compliance and supporter experience.
About the Role
We’re looking for an experienced and motivated Calling & Compliance Manager to oversee the performance, quality and compliance of our calling operations.
This is a varied, hands-on role combining team management, call quality, compliance, complaints, investigations, coaching and performance reporting.
You’ll work closely with our calling teams, internal departments, partner agencies and charity clients to ensure campaigns are delivered effectively, ethically and to the highest standards.
Key Responsibilities
Calling & Performance
- Manage and support the day-to-day performance of the calling team.
- Monitor call quality, productivity, donor retention and overall caller performance.
- Conduct regular call listening and quality assurance checks.
- Identify trends and areas for improvement using call and performance data.
- Coach and develop callers and team leaders to improve performance and call quality.
- Support the development and improvement of scripts, processes and quality standards.
- Ensure callers consistently deliver professional, engaging and donor-focused conversations.
Compliance & Quality
- Act as the first point of contact for complaints, managing investigations through to resolution.
- Review supporter and campaign data to support complaints and compliance investigations.
- Monitor fundraising and calling activity against internal standards, campaign requirements and compliance procedures.
- Support and manage our mystery shopping programme, reviewing results and providing constructive feedback to fundraisers and managers.
- Identify compliance risks, trends and opportunities for improvement and work with teams to implement solutions.
- Maintain accurate records of complaints, investigations, quality checks and compliance activity.
- Produce regular compliance and performance reports for senior management and charity clients where required.
- Ensure calling teams follow approved scripts, processes, data protection requirements and internal compliance standards.
- Investigate quality issues and potential compliance breaches, escalating serious or repeated issues where appropriate.
- Provide feedback and coaching to improve compliance and fundraising standards across teams.
- Build strong working relationships with internal teams, partner agencies and charity clients.
About You
We’re looking for someone who is confident, organised, analytical and people-focused, with strong attention to detail and the ability to balance commercial performance with compliance and quality.
You’ll ideally have:
- Previous experience in calling, contact centre, fundraising, sales, customer service, compliance or quality assurance.
- Experience managing or supervising a team.
- Experience handling complaints, investigations or quality/compliance issues.
- Strong communication and relationship-building skills.
- Excellent attention to detail and strong organisational skills.
- Confidence analysing data and producing clear reports.
- Experience coaching people and providing constructive feedback.
- The confidence to challenge poor performance or non-compliant behaviour.
- A professional and solutions-focused approach to resolving issues.
- Good knowledge of GDPR/data protection and compliant telephone practices.
- Experience within fundraising or the charity sector is desirable but not essential.
What We’re Looking For
This role would suit someone who enjoys both people management and problem-solving.
You’ll need to be comfortable moving between analysing campaign data, listening to calls, coaching a team, investigating a complaint, speaking with a charity client and identifying ways to improve our processes.
Most importantly, you’ll understand that great fundraising and strong compliance go hand in hand. We want someone who can help our teams achieve excellent results while ensuring every supporter interaction is professional, ethical and compliant.
Why Join One Sixty International?
You’ll be joining a growing international organisation with teams across the UK, USA and Asia, working with some of the world’s leading charities.
We’re ambitious, people-focused and committed to developing our teams. This is an opportunity to take ownership of an important role within our calling and compliance function and have a direct impact on fundraising performance, supporter experience and campaign quality.
If you’re an experienced calling, quality or compliance professional looking for a varied role with real responsibility, we’d love to hear from you.
Pay: £29,000.00-£34,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Store discount
Application question(s):
- Do you have a calling/compliance background?
Experience:
- Charity Sector : 1 year (required)
Work Location: Hybrid remote in East London
