Donor Care Service Coordinator, £18-23k p/a
Manchester, Greater Manchester, England
£18,275 - £23,112
Hereat Human Appeal we have an excitingopportunity for a Contact CentreService Coordinator to join ourintegral Effectiveness, Accountability and Learning (EAL) Department based atour Head Office in Cheadle, GreaterManchester. You will join us on a full time basis as part of a 1 year fixedterm contract and in return you will receive a competitive salary of £18,275 - £23,112 per annum.
HumanAppeal is a faith-based international charity that aims to tackle poverty byproviding humanitarian aid, sustainable development programs and championingadvocacy for our beneficiaries worldwide. We save lives and empower localcommunities whilst championing humanity, impartiality, neutrality, andindependence.
The Service Coordinator will support the Donor Care Manager in the day-to-day supervision and operational running of Human Appeals Contact Centre, known as the Donor Care department. The team consists of up to 80 part-time Donor Care Advisors who work on the telephone making outbound calls to generate donations to the charity and resolving inbound customer inquiries and complaints.
Key duties and responsibilities of our ServiceCoordinator:
=To oversee the day-to-day supervision of the DonorCare department, which includes liaising with Donor Care Advisors and Team Leaders,ensuring they are meeting fundraising and customer service targets, andproviding them with the relevant training and development
=To provide support to the Donor Care Manager indealing with complaints, including logging them, conducting follow up andaddressing the relevant stakeholders to ensure resolution in line with qualityassurance to minimise loss of donors due to complaints
=To support in the maintenance and development ofnew admin procedures and systems via updating records including the rota, payroll,absence tracker and the Donor Management System and ensuring maintenance of physicaland electronic data to keep all records secure and accurate for businessefficiency
=To work closely with the HR department to overseethe hiring of new staff and performance management and appraisal processes forthe Donor Care team to ensure that set agreed objectives are achieved
=To oversee the Health and Safety of the DonorCare department by reporting hazards and antisocial behaviours, conducting CCTVobservation, logging all accidents and incidents to ensure a safe workingenvironment and reporting any manpower incidents to relevant departments toensure they are dealt with professionally and safely
Benefits of joining us as our ServiceCoordinator include:
=35 Days Annual Leave
=Matched Pension Contribution
=Employee Shopping Discounts and Gym Membership
What were looking for in our Service Coordinator:
=Ideally educated to Degree level
=Minimum of 2 years of experience in a similarrole within a Contact Centre environment
=Experience of Contact Centre planning andscheduling, ideally with knowledge of workforce management systems
=Fluent written and spoken English is essential.Additional languages, e.g. Arabic and Urdu are desirable
=Computer literate and highly organised, with acalm under pressure and willingness to learn
=Passionate about international development workand humanitarian aid
Thiswould be an ideal role for an Experienced Call Centre / Contact Centre /Telephone Fundraising Professional who is looking to progress on the careerleader and make a difference within the Charity Sector!
Weare looking to appoint this role ASAP, and will be reviewing applications on arolling basis, so for the best chance of success please click apply today to become our Service Coordinator we would love to hear from you.
Posted 21 days ago