Contact Centre Agent (12 hours per week)
Job Description
Join a team that shares the same mission!
You have probably never heard of a Fundraising Agency, most people haven’t. It’s true we are a unique business, but a business with support at its core whether that be with our charity clients or with our amazing team members.
Recognised in the Sunday Times Top 100 best places to work, we believe that achieving brilliant results starts with an exceptional culture and here at The Professional Fundraiser, or TPF to our friends, we are looking for a passionate and enthusiastic individual to join our warm and friendly welcome calling team. This role is all about personality, conversation and making every one of our fantastic charity supporters feel special.
The basics of the role?
You’ll be speaking with members of the public who have agreed to make a regular donation to our Charity Partners. We are proud to be working alongside The Royal British Legion, Alzheimer's Society, Prostate Cancer UK, Cats Protection and our Scottish based partner Erskine.
Our face to face fundraisers have done the first step, they have spoken to the donors and signed them up to support the charities on a regular monthly basis. Your role will be checking that information is correct, getting some feedback on our fundraiser and most importantly saying thank you for the support.
This is not a cold calling role, all our donors are expecting your call and there is no upselling involved. This is purely a thank you and welcome call. It’s important to us that you are sympathetic to the cause of our Charity Partners and are able to be empathetic on the call. Some of our donors have powerful stories that they like to share, listening and making them feel valued is really important to us and the charity.
What are the hours and can they work for me?
Our data shows that donors are most responsive to welcome calls during the afternoons, evenings, and on Saturdays. To reflect this, the role offers a contracted 12 hours per week, working the following pattern;
Wednesday 3.30 -7.30
Thursday 3.30 -7.30
Saturday 11.00 - 3.00
Overtime may occasionally be available.
What exactly will I be doing?
- Phone new supporters to thank them for their donation and generosity.
- Provide a first-class customer experience to new supporters, engaging on every call in a polite and professional manner - this is the most important part, our supporters mean a lot to us!
- Make sure they are happy to continue, and offer support if needed.
- Provide information and guidance (don’t worry, you will have all this at your fingertips)
- Ensure the security and confidentiality of donations and data, complying with General Data Protection Regulation - we pride ourselves on keeping our supporter data safe and secure, you will be an integral part of this process
- Provide feedback on your conversation, flagging anything you are unsure about to a senior member of the team and sharing all the positives comments our fundraisers get
Is this role for me?
- You will need to comfortable with using the telephone, not everyone is and this is a fundamental element of the role
- Friendly, with a good sense of humour and a polite, professional manner.
- A great communicator (there’s that telephone again!)
- Self motivated, but happy to take direction
- You will need to be a good listener, taking the time to ensure our supporter feels valued
What are the benefits of being a TPF team member?
- Our office location is stunning, based on a farm where we have cows and sheep as neighbours! We do work out of a beautifully converted barn though, we let the animals have the fields!
- £13.45 per hour
- 22 days holiday (not including bank holidays) (Pro rata - so part time would be less) increasing on length of service
- A paid day off for your birthday!
- A comprehensive Employee Assistance Programme (EAP)
- We even have a shower, if you ever fancied cycling or running to work!
Contract Terms
This is a permanent role, and is office based. There is a 12 week probationary period with staggered check in’s to make sure you are fully supported.
Need some flexibility on hours? Let us know what you need and we can consider it.
The interview process for this role is a one step stage, if you are shortlisted we will invite you to the office, you can see what the job involves and spend some time with the team and then we can have a chat, you can ask any questions you may have and we can get to know you a bit better.
Equal opportunities:
At The Professional Fundraiser, we know that our diversity makes us stronger, and we’re committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We want your authenticity to be lived within TPF so if you’ve got the personality, drive, experience, and passion to fit into our team, that’s all we care about, and we’re proud that every individual in our business is valued and cherished equally.
To apply for this role and to find out more about us, please visit our , or you can drop our People & Engagement team an email you can also give us a call on 01462 458899 or text/call Rebecca on 07561 702383
Pay: £13.45 per hour
Benefits:
- Company events
- Health & wellbeing programme
- On-site parking
Work Location: In person
