Job Description
Job title
Senior Quality and Training Officer (Supporter Acquisition - Regular Giving)
Job band
EP1H
Ref
UKO50973
Department
Individual Giving
Division
Fundraising
Reporting to
Quality and Training
Manager- Supporter
Acquisition
Location
UK Office, Moorfields, London
Duration
Permanent
Last updated
11/01/16
CONTEXT
The British Red Cross is part of the largest volunteer-led humanitarian organisation in the world,
the Red Cross Movement. For over 150 years, we have given hope to people when conflict or
disaster has threatened to take it away, ensuring their basic needs are met, their humanity is
respected and they are able to recover their independence with dignity. No crisis is too large,
small or dangerous, but every crisis is personal and every person deserves help.
Public support is the lifeblood of the British Red Cross and the role of the individual giving team in
inspiring people to join the Red Cross family is absolutely vital. We have a busy portfolio of
fundraising streams that make sure we welcome a diverse range of supporters and continue to
talk to them in the way that suits them best. Our portfolio includes new supporter recruitment
through face to face, digital and print media, and deepening our relationships with our supporters
through telephone, mail and legacy marketing.
SCOPE
Direct marketing represents almost 50% of the Division’s total annual fundraising target. In 2016,
the direct marketing team aims to raise over £100m.
The work of the team directly helps to transform the lives of millions of people in crisis around the
world. Motivating and inspiring our supporters is essential to our continued success.
OVERALL PURPOSE OF THE POST
This post will oversee the operational delivery of the training and quality control strategy that
accompanies our multi-million pound dialogue fundraising campaigns.
The strategy includes the planning, design, delivery and evaluation of a training programme for all
members of agency staff who have contact with our supporters and brand. This programme will
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equip these vital ambassadors with the knowledge and skills to uphold our reputation and exceed
our fundraising goals whilst ensuring we maintain a deep and personal relationship with our
supporters.
The post will also be responsible for developing and overseeing the robust quality control
programme outlined in the strategy, and reporting to senior management and other key
stakeholders on adherence to industry regulations, best practice and our internal policies and
procedures.
Position within the team
The post of Senior Quality and Training Officer sits within the Quality Control and Training team
which consists of two Quality and Training Officers, a Senior Quality and Training Officer
dedicated to our Face to Face programme and the Quality and Training Manager. This unique,
friendly and busy team is responsible for the ongoing training and monitoring of all our dialogue
fundraisers who work on our regular giving and legacy campaigns. Whilst this post will lead on
telephone fundraising, they will also contribute to face to face fundraising campaigns as required.
The post will also work very closely with relevant officers and managers across the individual
giving division.
MAIN DUTIES
As a key member of the Individual Giving division, this person will be a telephone fundraising best
practice expert, adding value to our campaigns and relationships with both internal and external
stakeholders. The Senior Quality and Training Officer will develop and implement training and
quality control strategies that cater to the needs of our external fundraisers and agencies,
protecting the integrity of our brand and investment by ensuring fundraisers and their agencies
are inspired, informed and able to adhere to their responsibilities as our ambassador.
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Working across multiple individual giving teams, they will have responsibility for the design,
and delivery of a measurable training programme and operational plan for all telephone
agency staff with a connection to our supporters and brand. The programme will ensure that
these key fundraising ambassadors are fully briefed on our policies, work, history, values and
Fundamental Principles, as well as the logistics of their campaigns, and our relationship with
the supporters.
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Working with multiple individual giving teams, they will have responsibility for the design, and
operational management of a robust and measurable quality control programme. The
programme will centre on the monitoring and evaluation of our telephone partners’
ambassadorship of the British Red Cross, their adherence to industry and internal best
practice, and the experience of our supporters.
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To develop and implement robust monitoring and evaluation tools that will analyse and
identify risk to our reputation and/or the experience of our supporters and recommend and
implement any required action.
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To regularly report on the impact of the training programme and the results of the quality
control programme to senior management, agency partners and other key stakeholders.
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To manage and monitor expenditure in line with the team budget
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To ensure adherence to compliance regulations as set down by the relevant legal and
regulatory bodies (i.e. IoF, Ofcom, ICO, DMA etc.)
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To develop and maintain a strong and cohesive working relationship with key agency
stakeholders.
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To monitor and report on complaint trends and types, liaising with the Supporter Care team,
as well as the relevant campaign management team, and recommending training or quality
control solutions where appropriate
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To deliver training and development sessions and coaching for direct marketing colleagues
on presentation and training skills as well as benchmarking monitoring and evaluation
activities
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To work closely with quality control and training team colleagues to contribute, as required, to
the design, delivery and evaluation of a learning and development programme for our
internal and external face-to-face fundraisers, team leaders and managers to develop the
skills and knowledge required to meet the requirements of their job
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To deliver training sessions to teams across the fundraising division on core dialogue
fundraising skills, when required
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To contribute to and assist with a programme of internal communications to promote the work
of our fundraisers
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In the event of a major emergency appeal, to provide assistance/co-ordinate as required,
including working unsociable hours if necessary.
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To undertake any other reasonable duties as requested by the Quality and Training Manager
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To uphold the Fundamental Principles of the International Red Cross and Red Crescent
Movement and to work within the Society’s Equal Opportunities Policy.
Person Specification
JOB TITLE: Senior Quality and training Officer REF:
EDUCATION/
BAND: EP1H
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Educated to A level or equivalent**
TRAINING
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EXPERIENCE
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Demonstrable experience of delivering training**
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Demonstrable understanding of telephone fundraising techniques
and mechanics**
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Demonstrable knowledge of face-to-face fundraising techniques
and mechanics such as street and doorstep fundraising*
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Direct hands-on experience of direct dialogue fundraising an
advantage-telephone fundraising experience particularly desirable*
IT literate:
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Able to use Word, Publisher and Powerpoint to design appropriate
and engaging materials for fundraisers and other stakeholders**
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Able to use Excel to create reporting and trend tracking tools,
aggregate and evaluate results**
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Excellent written and verbal communication skills, including being
comfortable with story-telling, carrying out inspirational
presentations and the production of written documents for a variety
of audiences to a high standard**
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Excellent organisational skills with the ability to plan and manage a
variety of projects to tight deadlines**
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Excellent interpersonal skills, along with the ability to develop
strong working relationships with external suppliers and internal
departments**
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Ability to interrogate data to track and demonstrate trends and
recommend solutions**
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Strong team worker and self-motivator
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Ability to challenge and investigate in a non-confrontational way**
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Ability to inspire and motivate others**
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Willingness to use initiative and have the confidence to make
decisions
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Flexibility in managing a variety of tasks/projects concurrently
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Ability to assign and delegate tasks to colleagues, providing clear
guidance and support where required*
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Uphold the Fundamental Principles and act with integrity and in
accordance with the Society’s values and obligations
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Adhere to BRC equal opportunities and anti-discriminatory policies
TECHNICAL SKILLS
COMPETENCIES
BEHAVIOURS
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and promote diversity
SPECIAL
CIRCUMSTANCES
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Interested in working in the voluntary sector and humanitarian
development
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Willingness to travel the UK extensively**
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Able to work unsociable hours and stay overnight when required
for travel
**Minimum short-listing criteria. N.B. All disabled candidates who meet these criteria will be shortlisted for interview in line with our commitment under the two- tick symbol scheme.
*Desirable
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