Outbound caller in London

As an outbound caller you will be part of a small but dynamic in-house telephone team making calls to Greenpeace supporters. The role involves three types of calls: welcoming new supporters, thanking long term supporters for their ongoing commitment, and sharing info with supporters on legacy giving (leaving gift in Will). The team sits within the Supporter Care department; our vision is to keep supporters inspired and engaged with Greenpeace and to maintain relationships that will last a lifetime. This is a hybrid role that requires you to be in the head office in Islington at least two days per week.

Please note this is a contract with external staffing agency Inspired People on working assignment with Greenpeace UK.

• £13.85 per hour
• 9:00 - 5:30
• Part-time 3 days per week
• Hybrid role with 2 days per week in the office (London)

Please note that although previous outbound calling experience is desirable, it is not essential. We are looking for a bright, enthusiastic candidate with an engaging telephone manner, strong administrative skills and a huge passion for Greenpeace and our campaigns.

MAIN DUTIES AND RESPONSIBILITIES

• Outbound calls
• Welcome new financial supporters and ensure that their first contact with Greenpeace after signing up is a positive and inspiring experience.
• Call existing supporters to thank them for their ongoing financial commitment and engagement with campaigns.
• Call long term supporters to gauge their interest in leaving a gift to Greenpeace in their Will and to provide them with relevant information.
• One-off calling campaigns
• Ensure that mandatory elements of the calling script are followed.
• Administration
• Update the supporter database with accurate information.
• Process donations, change of details and add mailing preferences.
• Record type and volume of enquiries fulfilled and keep statistics as required.
• Handle supporter’s data sensitively and in accordance with the data protection act.
• Insight & Feedback
• Gather and record both positive and negative feedback from supporters.
• Raise any issues or trends with the Supporter Relations manager.
• Performance expectations
• Work to achieve and exceed the key performance indicators and calling targets, which include daily call attempts, contacts per hour, high ‘spoken to’ rate and high call quality reports.
• Consistently calling throughout the day and be confident dealing with ongoing and high volumes of data.
• Be willing to take on feedback and advice and participate in coaching to constantly improve your performance and calling techniques.
• Achieve a consistent level of calling quality and represent Greenpeace in an engaging and professional manner.
• Working with the team
• Actively participate in regular team meetings and campaign updates.
• Contribute to the team’s success by making your fair share of the outbound calls.
• Take a proactive approach to learning about Greenpeace campaigns.
• Manage your time well to ensure that targets are met.
• Regular 121s with the Outbound team coach to run through performance and KPIs.
• Participate in call recording evaluation and critiquing with your fellow team members.

Person Specification

Listed below are the requirements needed to undertake the job. Selection of candidates will be based on the extent to which these requirements are met as demonstrated in your cover letter.

Essential Qualities and Skills:

• Ability to communicate directly with Greenpeace supporters by phone in a warm and engaging manner.
• Excellent communication and listening skills.
• Experience of using databases and administration systems.
• A logical and systematic approach to work, excellent time management.
• Ability to deal with a high volume and sometimes repetitive workload.
• Ability to work as part of a team to achieve targets.
• Accuracy and attention to detail.
• Ability to adapt to change quickly and have a flexible approach to working.
• Computer literacy, including Excel, Word and Google Apps packages.

Desirable Qualities:

• Experience of working in an office environment.
• Experience of telephone fundraising, outbound calling or face to face fundraising.
• Experience of negotiating.
• Experience of communicating complex and potentially divisive campaign information in a succinct, compelling manner.

Personal Qualities

• Warm and friendly manner.
• Good listening skills.
• High level of flexibility, initiative, self-motivation and energy.
• Ability to work alone or as part of a team.
• Ability to keep calm under pressure.
• A huge passion for Greenpeace and the environment.
• Driven and motivated to succeed.