Job Description
Charity Calling Team (Lead)- Part Time
Join a team that feels like family!
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 best places to work 2026, 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 Supporter Experience hub on a part time basis.
This is a part time role, covering up to 30 hours per week. The hours have some flexibility, our contact centre operates up till 7.30pm, 4 evenings a week plus half a day Saturday so the ability to cover those hours is a must.
What you’ll be doing;
Call Prioritisation & Delivery Management;
- Lead on prioritising calls that align with Fundraising activity
- Collaborate with the Operations team on call volume prediction
- Plan and manage the achievement of hub KPIs
- Take an active role in making calls to ensure real time effective coaching
- Ensure optimum supporter engagement
Team Leadership, Scheduling & Wellbeing;
- Provide clear direction, encouragement & support to the hub
- Rota scheduling and overview, ensuring gaps are covered
- Absence management, carrying out return to work interviews where necessary
- Key holding responsibilities
- Team support - being an ‘arm around the shoulder’ when challenges occur
Performance Management & Costs
- Manage weekly hours budgets
- Proactively identify potential performance risks and adjust accordingly
Data, Insight and Continuous Improvement;
- Use CRM data to identify and report trends/risks and opportunities
- Collaborate to help develop and improve welcome calling systems and usability
Want to know a little bit more about us?
TPF is the leading, national fundraising agency working with large charity clients that include The Royal British Legion, Prostate Cancer and Cats Protection to name a few. We’re proudly a “team-first” agency and want every individual’s interaction with TPF to be an exemplary experience. We strive for the feeling of family, crafting personal experiences for each of our Team Members.
So what are the person specifics for this role?
Someone who is comfortable using a telephone, I know that sounds strange but in the tech centred world we live in now using the phone to make a call is no longer the norm….the telephone is a trusted friend to the members of your team so it will need to become yours too. A brilliant communicator (there’s that telephone again!) able to have good conversations with everyone, helping to cement that warm, fuzzy feeling that the supporter got when they met our Fundraiser. If you have some customer service experience, that will serve you well and even better if you have some call centre experience. Although, for us, we are about the person, not the skillset. You’ll need to know your way around a computer, we all help each other and we have a great IT team but you’ll benefit from having some pre existing knowledge. We use Google suite here at TPF however with the similarities between other packages, if you are more familiar working with Microsoft, transitioning won’t be a problem - we’ve all done it!
What are the benefits of being a TPF team member?
- A starting salary of £33,000 Pro Rata for part time
- 22 days holiday (not including bank holidays, pro rata’d for part time)) increasing on length of service
- A paid day off for your birthday!
- A comprehensive Employee Assistance Programme (EAP)
- Beautiful countryside offices with green spaces, cows and sheep as our nearest neighbours
- We even have a shower, if you ever fancied cycling or running to work!
This role has a 12 week probationary period.
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 option 3 for HR or text on 07561 702383
Pay: From £33,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
