Spring 2015
Job Description for the post of University of
Warwick Student Caller 2016
Post Title: Student Caller
Department: Development Team – External Affairs
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
Job purpose
Why is this role important?
What are we raising money for?
Duties and responsibilities
Person specification
Pay and benefits
What is expected of callers?
When do callers work?
Where does calling take place?
How many people are you recruiting?
What training is provided?
Where do I find out more?
How do I apply?
Things to remember
Job Purpose
The position of Student Caller involves contacting Warwick graduates (alumni) and friends of
Warwick (other donors, associates and parents of current students) by telephone for a variety of
reasons. Our main goals of the phone call are to build and maintain a strong relationship with the
individual, to inform them about our current philanthropic projects and inspire them to support
them by giving a donation. Callers also play an important role in providing current Warwick news,
providing information on alumni benefits and ensuring we have up to date contact details.
We offer an opportunity to those closest to us (our alumni, friends and parents of students) to play
an important role in the University today and in the future. Our work is vital in helping the
University to maintain its position as a leading institution of education, research and innovation and
to play a positive role in the local and global community. The money raised each year goes towards
Warwick’s priority goals and can make an immediate and lasting impact on the lives of today’s
students.
We are now recruiting for our 2016 team, to begin work starting in January. It is desirable that
callers are able to work for the remainder of this academic year.
Why is this role important?
Our calling team helped us to speak with over 7,000 alumni and friends last year and raised
£250,000. Since we started calling in 1997, we’ve had over 90,000 conversations and we’ve had £3.7
million pledged towards the University’s projects. Without student callers, we wouldn’t be able to
stay in touch with graduates and friends in the same way and we wouldn’t be able to raise this
essential funding for some amazing projects.
1
Spring 2015
The University is an exempt charity and education is stated as one of the oldest charitable causes.
We have over 1,500 regular donors to the University which provide essential, stable and sustainable
funding for projects across the University. By securing regular funding by monthly, quarterly and
yearly donations, we can help those who receive the donations plan for their future. Most of our
donations are unrestricted (the donor trusts we will spend it on something important) and can be
spent on what we believe is most useful. Unrestricted funding means, collectively, donations can
make a huge difference to a project and can also allow us to respond to any new projects or
situations. We do also take single gifts and donors can give towards any project that they choose
(such as their old department or a sports team).
There are also other teams at the University that deal with corporate support, funding from trusts
and foundations and raising money from high level donors, but these funds are unpredictable and
rarely unrestricted, so it’s really important that we continue to build this strong base of funding from
our alumni and friends to provide consistent and reliable funding to projects that would not
otherwise be possible.
As a team, callers are also helping those who know the University best to have a role in the future of
their University and continue to be part of something that was a significant time in their lives.
Donors will also be helping the University to use its skills and knowledge to have a positive role in
the local and global community.
What are we raising money for?
SCHOLARSHIPS



By supporting scholarships, donors are giving the gift of an education.
Warwick is developing a unique scholarship programme that links donorfunded scholarships to the University’s Widening Participation team and
other outreach activities.
The overarching aim of this programme is to have a positive impact on
undergraduate recruitment from low participation groups.
CANCER RESEARCH



Many of the donations given to charities like Cancer Research UK go to
medical research institutions - Warwick Medical School being a prime
example.
In October 2014, Warwick's new Cancer Research Unit officially opened.
It will build on Warwick's established cancer research which aims to break
new ground in the areas of detection, treatment and patient care.
WARWICK IN AFRICA



Warwick in Africa is a project which enables better maths and English
learning in over 30 African schools.
It supports African learners and teachers in a collaborative partnership
between student and staff volunteers from Warwick and schools in South
Africa, Ghana and Tanzania.
Over 200,000 learners in Africa have now benefitted directly from the
programme.
2
Spring 2015
UNRESTRICTED FUND

By giving to the unrestricted fund, donors are helping
us to ensure that we have funds available to benefit
priority areas across the University, like those above.
The fund gives us the ability to respond flexibly and to
allocate funds where they are needed most at the time
they are received.
Best of all, we can use the funds donated to the unrestricted fund to "top up" established
projects to enable them to complete specific goals, like funding a set number of scholarships or
a new piece of medical equipment!
•
•
Duties and responsibilities

Be an ambassador for the University of Warwick, conveying a positive impression of the
University.

Be an ambassador for the calling team, raising the profile of the team’s work across campus
and in the wider community. Being available to represent the team at events such as arrivals
weekend, calling room open sessions and open days.

Demonstrate a sincere understanding of and commitment to the act of charitable giving.



Engage graduates in conversation and establish a good rapport.
Effectively communicate Warwick’s activities, accomplishments and goals.
Represent the University in a professional manner and handle each phone call with courtesy,
tact and sensitivity.
Update graduates’ details as necessary with accuracy and confidentiality, in accordance with
Data Protection Principles.
Work to achieve daily, weekly and monthly individual or team targets as determined by the
Regular Giving Officer, Supervision Team and Team Leaders.
Adhere to employment expectations and performance standards including attending the
required two shifts per week.
Develop techniques to improve your efficiency and performance, deal with objections and
develop the structure and style of your calls.
Share your experiences, techniques and skills with other members of the calling team to help
the team progress as a whole.
Work effectively with other members of the Student Calling Team to further the development
of the Telephone Campaign.
Display an enthusiastic, responsible and committed attitude towards the role and the team.







3
Spring 2015
Person Specification
Please read the criteria below carefully and please demonstrate and provide examples of how you fit
the person specification when completing your application form. Candidates who do not meet all of
the essential criteria will not be considered.
Desirable Criteria
Essential Criteria
Criteria
Assessed by
Current Warwick Student
A
Ability to work a minimum of two shifts per week
A
Available to work for duration of autumn term
A
Understanding of the goals of the University of Warwick
A T S
Excellent spoken and written English
A T S
Excellent communication skills
A T S
T S
Excellent listening skills
Ability to work independently towards own targets
A T S
Ability to work in a dynamic team environment
A T S
Strong involvement in student life
A T
Previous experience of dealing with people from a wide range of backgrounds
A S
Confident, positive and friendly disposition
T S
Reliable, hardworking and dedicated
A T S
Ability to manage University workload and job hours
A T S
Record of supporting charitable initiatives
A T S
Previous experience in a similar capacity
A T S
Competent IT Skills
A T S
Negotiation and persuasion skills
A S
Demonstrable creative thinking skills
A T S
An understanding of the importance of data protection
A T S
A = Application Form --- T = Telephone Interview --- S = Selection Day
Pay and benefits
Callers are paid £8.50 per hour (plus £1.03 per hour
holiday pay) and are paid weekly through Unitemps.
As a charity, we do not provide financial bonuses but
we are given prizes by local businesses to reward
callers for their hard work. Throughout the shifts,
callers are rewarded with small prizes (such as biscuits,
sweets, chocolates and fruit) for raising money and get
to play a game; there may also be weekly competitions
where callers can win slightly bigger prizes.
At the end of each term, we have an end of campaign
party where our biggest awards are presented. We
4
Spring 2015
present team awards as well as individual awards (such as team with greatest points, most
dedicated caller, caller with biggest donation, Callers’ caller etc.). Previous prizes have included £50
meal vouchers, £25 health and beauty vouchers, paintball, ice-skating, Snowdome vouchers and
many more. The parties are great fun and are well attended by the team. Your individual team may
also have your own socials throughout the term.
New callers receive bonus pay at the end of the campaign if they have completed two shifts per
week and have kept to the caller expectation agreements outlined at the start of the campaign.
There are also additional benefits in that you will have the opportunity to speak to a wide range of
people, predominately graduates that have already made the step from Warwick into the working
world. You will be matched, where possible, to people that have studied a similar course or are
working in a field you would like to get into. The careers advice and occasional internship and
placements offered are a fantastic opportunity for any student. You will also be gaining valuable
work experience which will increase your graduate employability.
What is expected of callers?
Callers are expected to represent the University in a friendly and professional manner on the
telephones. You would be expected to work hard and make a real effort to create a lasting good
impression on the people you are calling.
You would be expected to work a set number of 3-hour shifts per week, each week. The exact
number of shifts will be agreed in consultation with the Annual Giving Officer, but will be at least a
minimum of 2 shifts per week. You should be in the calling room, with your computer switched on
and logged in ready to make calls at the start of your shift and so should aim to arrive 10 minutes
before the shift is due to start. Pay is docked for lateness and training pay may not be given, and
disciplinary measures may be taken, if consistently late or absent.
Callers are expected to work as a team and support their fellow callers. You would be expected to
respect other callers, team leaders and the Supervision team and be aware of your surroundings in
the calling room. You would be expected to have a positive and enthusiastic attitude whilst in the
calling room.
We expect a high level of quality in our calls. Callers should be asking for and negotiating donations
in each call but we do not believe in high pressure sales. Our focus is on building strong, life-long
relationships with graduates and friends and inspiring them to give to Warwick, if not now, in the
future. We can help support you in how to raise more donations and train you how you can hone
your fundraising skills but we will not accept a poor attitude or lack of effort towards the role or calls
made.
If you had any concerns about your role, were losing confidence or were having any issues balancing
academic and work life, you would be expected to speak to your team leader, a supervisor or a
member of the team in the office for support. Communication with the team is always preferred and
we would do our best to help.
The average caller pledge rate (number of donations from those spoken to) from last year was 25%
and callers had an average of 3-4 good conversations per shift. The average amount raised by each
caller last year was £1,250 (although the highest amount was over £8,000!). Pledge rates and
donations vary on those you are speaking to; previous donors for example are much more likely to
donate than someone who has never given a gift before. We do not put a time limit on the length of
call, but we do expect a caller to lead a conversation and keep it relevant to the cause.
5
Spring 2015
When do callers work?
Callers work a set number of 3 hour shifts each week from 6-9pm (Mon-Thurs) or 5-8pm (Sun). The
days callers work each week are flexible and callers sign up via an online schedule one week in
advance. The minimum number of shifts each caller must attend per week is 2.
There will also be a few optional day time calling shifts (times vary).
Callers can also sign up as a reserve for calling shifts (in addition to their standard two shifts per
week). Callers may be contacted during the week before their shift if there is space for them to work
or they may be telephoned at the start of the shift and expected to arrive if another caller is absent.
This is a great way to earn extra money, but callers MUST be available to work the shifts they have
signed up to be a reserve on.
Those who are recruited as reserve callers can also sign up as reserves on shifts in the same way and
will also be able to sign up for the standard spaces on the day shifts and late night US shifts.
Calling shifts this year will take place on the following dates:
Spring campaign: Mon 18th January – Sun 13th March
Summer campaign: Dates voted by callers (5-7 weeks, May/June)
All main calling campaigns are during term time. Some additional smaller campaigns may happen in
the holidays. It is desirable that callers are able to work the full academic year.
Where does calling take place?
The Calling Room is situated in Westwood House on Westwood campus (map). Westwood is about a
15 minute walk from central campus. There are bus stops close to the calling room.
How many people are you recruiting?
We are recruiting around 10 new callers this term, and a small
number of reserve callers. Reserves will receive full training
and will have opportunities to work during the Spring
campaign when we are short on callers for a shift. Reserves
will be able to work any number of shifts during the Summer
campaign.
What training is provided?
We have run more than 60 telephone campaigns since 1997
and have a great deal of experience in training and supporting
student callers. We will provide you full training to provide you with the skills and confidence you
need to become a successful student caller.
The weekend training sessions are compulsory and you will not be considered for the post if you
are unable to make these sessions (Saturday 16th January 10am-5pm). If you are selected but do
not attend the training, you will not be employed.
6
Spring 2015
If you are successful, you will be invited to attend our training session. You will be taken through
each stage of the call and you will have plenty of opportunities to practice the conversations you’ll
be having, work through any concerns and at the end of the day, you will have a chance to make
several practice calls on the phone. We will also teach you the more technical side of calling,
including using the phones and the calling database.
We provide an in-depth online training manual full of information that will help you as a caller. We
would expect you to read key sections of this prior to the training weekend to be prepared for the
sessions. It would also be available throughout calling sessions.
You will be given support by the student Supervision Team and Annual Giving team throughout your
time on the calling team. In the first weeks of the campaign, you will be sat near experienced callers
who will help you and you will also be placed in a team of callers who will provide advice and
support. We also provide one-to-one mid campaign feedback sessions to all callers each term. You
can ask questions at any time throughout the campaign. Practice and knowledge really are the key
to success in this role!
Where do I find out more?
You can read more and watch a video about the student calling role on our website.
If you have any more questions after reading through the information on the website, you can
contact us on telephonecampaign@warwick.ac.uk
How do I apply?
To apply, please complete the application form here. You must complete the application form online
to apply; we do not accept CVs, email applications or applications through Unitemps.
Please relate your application to the person specification and provide examples of when you have
demonstrated the qualities and skills required.
The closing deadline for applications is midnight on the evening of Sunday 4th January.
What happens next?
Applications will be shortlisted after the closing deadline. Some applications will then be followed up
with a telephone interview on 11th, 12th and 13th of January.
We will invite you to the training session on Saturday 16th January and you will be sent a link to the
training manual. You will be expected to read certain key sections of the training manual to be ready
for your training session.
You will sign up for your first week’s shifts during the training session. Once you have completed the
full training, you will be ready to start your shifts for the Spring campaign (beginning in the third
week of term, i.e. week beginning Monday 18th January).
As long as you continue to meet the high quality standards we expect from our student calling team,
you will be able to remain part of the team, if you wish, for the duration of your degree (even if you
have a year abroad, you can return to the team when back in the UK). You will also have
opportunities to progress to senior roles such as Shift Supervisor and Shift Manager.
7
Spring 2015
We will send an email notification if you are unsuccessful at any point of the application process. No
feedback will be given until after the closing deadline.
Things to remember





The closing deadline is at midnight at the end of Sunday 4th of January
You must apply online via our website.
This is a highly competitive role, so please read the person specification and job description
carefully before applying. Please check over your application form and check your contact
details are correct. We have a very tight turnaround due to term dates and if your details are
not correct, you may miss out on a chance to be on the team.
You must be available on the following dates to be considered for the role:
- Telephone interview on 11th, 12th and 13th of January.
- Caller Training on Saturday 16th January, 10am-5pm
- At least two-three shifts per week from Mon 19th January – Sun 8th March
(flexible shifts).
If you are successful you will be part of a fun, friendly, hardworking and outstanding team!
Good luck with your application!
8