Islamic Relief Worldwide

Transcription

1 Islamic Relief Worldwide Islamic Relief UK (IRUK) CALL CENTRE CUSTOMER SERVICE ADVISOR BASE LOCATION: London, UK REPORTING TO: Manager SALARY: LINE MANAGEMENT RESPONSIBILITIES: ISLAMIC RELIEF: None Islamic Relief is an international relief and development agency striving to alleviate poverty and suffering around the world regardless of colour, race or religion. Established in 1984 in response to the widespread famine in Africa, Islamic Relief has grown to be a key, well known and respected aid agency in disaster relief and the ongoing development of people in over 25 countries. It specialises in Education & Training, Health and Nutrition, Water & Sanitation, Income Generation, Orphans Support, Emergency Relief and Disaster Preparedness. Islamic Relief is a member of the Disasters Emergency Committee (DEC) and is an implementing partner for DFID, ECHO, the World Food Programme and UNHCR. PURPOSE OF DIVISION (IRUK) Islamic Relief UK (IRUK) is a Strategic Business Unit (SBU) that is part of Islamic Relief Worldwide. IRUK s focus is strengthening effective funding, mobilising for change through advocacy and awareness-raising, and strengthening programme development and delivery. IRUK works with various partners and institutions, from governments, non-governmental organisations and local authorities to grassroots communities. PURPOSE OF DEPARTMENT (SUPPORT SERVICES): The Support Services Department of IRUK is responsible for the provision of backend services (namely ICT, HR, accounts, facilities management, supporter relations and procurement) to the SBU so it can deliver its strategy successfully. It is also responsible for continuously monitoring IRUK s performance and developing systems, policies and procedures to ensure it maintains a high level of operational efficiency. JOB PURPOSE: 1. To be the first point of contact for the callers of IRUK and ensure a high level of customer service is delivered and maintained. 2. To manage switchboard calls, deal with enquiries and the processing of donations efficiently whilst communicating professionally at all times.

2 ORGANISATION CHART IRUK and IRW CEO International Programmes Communicatons Human Resources and Organisational Development Islamic Relief UK (IRUK) Middle East and Emerging Markets (MEEM) Finance and Services Fundraising & Care Commuications Support Services Programmes Department Structure Head of Support Services to HoD (shared) Accounts Manager HR Partner Facilities Officer ICT Engineer Procurement Coordinator Manager Accounts Officer HR Services Officer Receptionist & Support Officer ICT (Single Gifts) (Regular Gifts) Accounts Officer Receptionist & Support Officer Orphans Officer (Donation Station) Accounts Call Centre Customer Services Advisors 2

3 KEY WORKING RELATIONSHIPS Regular liaison with other Islamic Relief departments and units to ensure effective coordination of activities. works closely with assistants and Care Officers. Communicates with all callers of IRUK providing a professional service and building rapport with donors. Liaises with other departments to obtain information to swiftly answer queries from callers. SCOPE AND AUTHORITY Scope of the Role: Day-to-day responsibility for ensuring that all donations and enquiries are correctly logged and processed. Identify, follow-up and resolve any problems relating to donations and queries. Other work is initiated and delegated by senior staff. Responsibility for Resources: Processing credit and debit card donations received through IRUK. Contributes towards the updating of the IRUK donor database. KEY ACCOUNTABILITIES The job holder is accountable for fulfilling his or her roles and responsibilities in line with Islamic values and principles of fairness, humanity, honesty, respect and fair treatment of his/her colleagues and staff. The following are the main responsibilities that the role holder will be accountable for: 1. To deal with and optimise all inbound calls to Islamic Relief UK Answer calls in a timely manner whilst providing a high level of customer service with a courteous, helpful and professional attitude at all times. Manage and transfer switchboard calls swiftly and accurately. Handle complaints calls with sensitivity and escalate to senior members of staff if required. Promote and effectively communicate Islamic Relief s various projects, funds and campaigns including the Gift Aid scheme whilst accurately recording the declarations taken. 2. To process donations and deal with enquiries Process and handle all donations accurately and efficiently and resolve any problem donations. Deal with enquiries received over the phone and forward accurately to the relevant departments if required. Contact donors and supporters; to follow-up and secure pledges made at events, to respond to enquiries & voice messages and as required. 3

4 3. To undertake personal development & training Be aware of and continuously update personal knowledge of projects, funds, campaigns and services provided by Islamic Relief, keeping well informed of all other organisational updates on the Call Centre Intranet during each shift. Gain additional knowledge of systems and processes as they are integrated into the Call Centre. 4. To perform routine & administrative duties Perform routine procedures which include opening/closing the Call Centre. Correct and amend donor records accurately and take part in data cleaning projects to keep Raiser s Edge up-to-date. Perform general administrative tasks and any ad hoc duties. 5. Understand and comply with all relevant legislation and Islamic Relief s policies and procedures Perform duties in line with the Data Protection Act, Confidentiality Regulations and Government legislation. Adhere to Call Centre & IRUK policies and procedures. 6. Support Call Centre activities and development Participate in and support seasonal projects including Outbound Calling / Zakah campaigns. 7. Other Support the Care Unit as required. Work flexibly and perform any other tasks and duties which may arise from time-to-time that are appropriate within the capacity of this post. 4

5 PERSON SPECIFICATION - Essential It is essential that the post holder shows a good understanding and sympathy with Islamic values and principles as well as commitment to Islamic Relief Worldwide vision, mission and core values. 1. Knowledge, Skills and Qualifications 1.1 A good level of Literacy & Numeracy (English and Maths GCSE A-C) 1.2 Ability to proficiently use Microsoft Office applications especially Word and Excel including excellent data entry skills. 1.3 Excellent verbal and written communication skills 1.4 Knowledge of good customer service in the context of a Call Centre 1.5 Ability to communicate clearly, effectively and professionally with people over the phone and whilst efficiently searching for information and typing clear and concise documentation 2. Experience 2.1 Demonstrable experience of working in a customer service environment or in an administrative role. 2.2 Experience of providing customer service either by telephone or face to face. 3. Personal Qualities 3.1 Pleasant and articulate telephone manner and a courteous and helpful attitude towards others 3.2 Ability to work as part of a team and independently using your own initiative 3.3 Ability to solve problems, work under pressure and remain patient and courteous in difficult situations. 3.4 Reliable and an excellent record of attendance and punctuality 3.5 Ability to take feedback and undertake the necessary changes for continuous improvement 3.6 Provide ad hoc cover and being available at unsociable hours during peak campaigns, as and when required to ensure the efficient operation of the Call Centre. 3.7 Strong motivation and empathy towards the aims and objectives of the organisation PERSON SPECIFICATION - Desirable 4.1 Ability to speak ethnic language/s, especially Urdu, Punjabi, Arabic or Bengali 4.2 Knowledge of the Data Protection Act and Confidentiality Regulations 4.3 Experience of processing debit/credit card transactions 4.4 Experience of outbound calling 4.5 Experience of the Raisers Edge donor database or knowledge of a similar database Signed by: (Direct Line Manager) Signed by: (UK Director) 5