Contact Centre Coordinator

Job Title Contact Centre Coordinator
Hours Full-time (1-year fixed term contract)
Location Salford, Greater Manchester UK
Reports To TBC
Salary £24 – 25k per annum
Closing Date Thursday, February 25, 2021

Here at Syria Relief we have an exciting opportunity for an experienced Contact Centre Coordinator to join our Head Office team based in Salford, Greater Manchester. You will join us on a full-time basis as part of an initial 1-year fixed term contract with a view to progressing into a permanent role. In return, you will receive a salary between £24 – 25k per annum.

Syria Relief is a UK based charity providing humanitarian assistance and implementing long term projects in Syria and the Middle East. In terms of geographical outreach, the organisation is expanding to other regions, i.e. Asia and Africa, hence making it an exciting time to join. The organisation runs a range of programmes across several thematic sectors including healthcare, education, food security, livelihoods, WASH and orphan and family support. The contact centre’s function is to provide full customer service for Syria Relief’s donors, as well as contacting donors to update them on our latest campaigns in order to generate income. The contact centre currently has five staff members, including a supervisor, on variable hour contracts.

As our Contact Centre Coordinator, the successful candidate will be responsible for effectively line managing all Contact Centre staff, and coordinating staff shifts and rotas. The post holder will also oversee all outbound calls, inbound calls, orphan and family sponsorship renewals, following up on payment plans, and oversee the full customer service function for donors – which includes handling enquiries, sending donation receipts, reports, post, handling complaints, and other general administration. The post holder would be responsible for the Charity’s contact centre’s budget, GDPR for the organisation, and data retention through the donor management system.

The ideal candidate will have excellent coordination skills, along with fluency in written and spoken English. The candidate will also be passionate about the humanitarian sector and will demonstrate a genuine commitment to the organisation’s growth and success.

Key duties and responsibilities of the Contact Centre Coordinator:

-To successfully implement a strategy to ensure outbound calls are made to Syria relief’s donors, ensuring the department is well-staffed, updating donors on campaigns, and increasing income generation year on year.

·- To successfully ensure a full customer service function is in place at Syria relief, where all queries are dealt with within the service level agreement, and a smooth running of day-to-day contact centre operations, reducing complaints.

· -To successfully grow the department year on year and increase capacity, through budgeting, forecasting, planning and implementation of strategies.

· -To successfully create accurate income and performance reports, which specify the income and expenditure ratio, and indicate areas for growth and development, and where costs can be saved.

· -To successfully oversee GDPR within the organisation, ensuring best practice and that the data that is stored by the organisation is compliant with regulations, as well as optimised for the charity.

Benefits of joining us as our Contact Centre Coordinator include:

-30 days Annual Leave including bank holidays

-Matched pension contribution

-Sick Pay

-Prayer facilities

What we’re looking for in our Contact Centre Coordinator:

-Educated to degree level or qualified by experience

-Experience in the charity sector

-2 years’ experience in a similar role

-CRM experience

-Strong IT skills including: Excel, Outlook

-A willingness to work variable hours, with occasional weekend and evening work

-Strong written and spoken English essential

-Spoken Arabic desirable

-Other languages bonus

Please note, this is a Manchester based role only, and we will only review applications where the candidate has demonstrated they have the right to work within the UK.

This would be an ideal role for an experienced Call Centre Supervisor to take the next step in developing their career, or a Contact Centre Coordinator looking for a rewarding role within the Charity Sector!

We are looking to appoint this role immediately and will be reviewing applications on a rolling basis so for the best chance of success please apply today to become our Contact Centre Coordinator – we would love to hear from you. To apply, please email your CV and cover letter to manchester@syriarelief.org.uk