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Outbound Call Centre Team Leader Casual

Who we are: 

Muslim Aid is a British, faith-based international development organisation that provides support to communities around the world affected by disasters, conflict or endemic poverty without regard to their social, religious, or ethnic background.

There are certain periods during the year when Muslim Aid requires additional staffing assistance within our Supporter Relations and Fundraising teams. Ramadan and Qurbani are key seasonal lifts for the organisation and it is during these periods that Muslim Aid raises more funds than at any other time. These funds are used throughout the year for the essential humanitarian and development work that the organisation carries out in the UK and around the world.

What you will be doing:

Muslim Aid are recruiting for multiple Team Leader positions to supervise an Outbound Call Centre. The call centre team will be responsible for proactively approaching existing supporters throughout seasonal campaigns to encourage donations for our development projects, seasonal programmes and emergency appeals.

This is a crucial role during the Ramadan and Qurbani period as the quality of the Outbound Call Centre can determine how successful Muslim Aid is in reaching their fundraising target for the year.

The Team Leader role will be responsible for the execution of a successful and high quality call centre, ensuring excellent staff performance/development and exceptional customer service.

This role will be responsible for improving overall Customer Service quality, monitoring the phone cues, and reviewing the performance of staff, handling complaints or enquiries, organising staffing, including shift patterns etc.


Who we are looking for:

We are looking for confident, articulate individuals with high energy, exceptional customer service and negotiating skills and the ability to work at pace with patience and a positive attitude. The role requires someone who has experience of managing or supervising a team within a call centre or telemarketing environment.

The details:

Hours of work

Various shifts available weekdays and weekends:

12.00 noon – 9pm (rota basis)

For period

Mid-April – Mid June

Shifts available every day during this period

Hourly rate

£13.11 per hour


 Application and Selection:

Closing date for this role is Wednesday 3rd April 2019.

To apply please submit your CV

As we will be recruiting for a number of positions interviews and information sessions will take place at the same time and as a group. Please ensure you are able to make one of the following sessions before applying:

  1. Thursday 28th March 10.00-12.00
  2. Tuesday 2nd April 10.00-12.00
  3. Thursday 4th April 13.00-15.00

Muslim Aid’s recruitment and selection procedures reflect our commitment to the safety and protection of children and vulnerable adults in our care/employment. Successful candidates will be expected to undergo a DBS check (Basic, Standard or Enhanced depending on the role). In addition, all successful candidates for finance roles will undergo an Experian Credit Check.

Outbound Call Centre Team Leader Job Description

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