Outbound Calling Supervisor

Animal Welfare Investigations Project (AWIP)
Location: Remote
Salary: Starting at £15.50 per hour with potential to increase depending on KPIs
Hours: Minimum 32 hours per week across 4 days
Working Pattern: Monday – Thursday
10:00 – 14:00 and 16:00 – 20:00

About AWIP

At Animal Welfare Investigations Project, we investigate organised animal cruelty, support law enforcement agencies, rescue animals from suffering, and drive public action through high-impact campaigns and supporter mobilisation.

We are seeking an experienced, commercially minded, and highly motivated Telephone Fundraising Supervisor to lead and develop a growing team of Telephone Fundraisers delivering lottery and regular giving campaigns to both existing and prospective supporters.

This is a hands-on leadership role for someone who thrives in a fast-paced fundraising environment, leads from the front, and is passionate about building a high-performing fundraising culture whilst helping protect animals from cruelty.

The Role

As Telephone Fundraising Supervisor, you will directly supervise and line-manage a team of Telephone Fundraisers making outbound calls on a variety of fundraising campaigns, including lottery and regular giving acquisition.

This role is heavily performance-focused and operational. You will spend the majority of your time actively calling supporters whilst simultaneously motivating your team, monitoring performance, ensuring compliance, and maintaining high standards across all campaigns.

You will play a key role in shaping the future of AWIP’s telephone fundraising programme by recruiting, onboarding, training, coaching, and developing fundraisers whilst driving strong commercial performance and donor quality.

Key Responsibilities

Team Leadership & Performance Management

• Directly supervise and line-manage a team of Telephone Fundraisers.
• Lead by example through high-quality outbound fundraising calls and strong personal performance.
• Motivate, coach, and develop fundraisers to maximise performance and donor engagement.
• Conduct regular one-to-ones, call observations, feedback sessions, and team meetings.
• Foster a purpose-led, energetic, and accountable team culture.
• Recruit, onboard, and retain high-performing Telephone Fundraisers.
• Set and maintain high professional and performance standards across the team.

Fundraising & Campaign Delivery

• Deliver outbound fundraising campaigns to existing and prospective supporters.
• Drive donor acquisition across lottery and regular giving campaigns.
• Monitor daily, weekly, and monthly KPIs across all campaigns.
• Analyse campaign performance and implement action plans to improve results.
• Ensure high standards of supporter experience and donor quality.
• Support campaign forecasting, planning, and operational strategy.

Training & Development

• Design and deliver virtual training programmes for new and existing fundraisers.
• Train staff on AWIP’s mission, fundraising techniques, compliance standards, systems, and professional conduct.
• Develop efficient onboarding processes which reduce unnecessary off-phone time whilst maintaining quality standards.
• Identify development needs and implement targeted coaching plans.

Compliance & Quality Assurance

• Ensure full compliance with:
• Fundraising Regulator requirements
• Code of Fundraising Practice (CIoF guidance)
• GDPR and data protection obligations
• AWIP supporter care standards
• Monitor call quality, scripting standards, and fundraising conduct.
• Address compliance concerns promptly and professionally.
• Maintain accurate records, reporting, and campaign documentation.

Operational Management

• Assist with operational budgeting and resource planning.
• Contribute to campaign strategy and long-term fundraising growth.
• Work collaboratively with senior leadership to improve fundraising performance and operational efficiency.

Essential Criteria

• Previous experience supervising and/or managing a telephone fundraising team is essential.
• Proven experience in outbound fundraising, telesales, call centre sales, or donor acquisition.
• Strong commercial awareness and results-driven mindset.
• Excellent leadership, coaching, and motivational skills.
• Strong understanding of fundraising compliance and GDPR requirements.
• Ability to manage KPIs, analyse performance data, and improve results.
• Confident communicator with excellent interpersonal skills.
• Highly organised and able to manage multiple priorities in a fast-paced environment.
• Passionate about animal welfare and AWIP’s mission.

Desirable Criteria

• Experience managing lottery fundraising campaigns.
• Experience working within the charity or non-profit sector.
• Experience building or scaling remote fundraising teams.
• Experience creating training materials and virtual learning programmes.

What We’re Looking For

We are looking for somebody who is:

• Commercially driven and sales-oriented
• Highly motivated and resilient
• Comfortable leading from the front
• Passionate about developing people
• Able to maintain high standards in a performance-focused environment
• Genuinely committed to protecting animals and supporting AWIP’s mission

What We Offer

• Fully remote working environment
• Opportunity to help shape and grow a high-impact fundraising programme
• Meaningful work supporting AWIP's objectives of protecting animals from cruelty
• Supportive and ambitious team culture
• Ongoing opportunities for growth and development

Pay: £15.50 per hour

Benefits:

• Company events
• Company pension
• Health & wellbeing programme
• Private dental insurance
• Sick pay
• Work from home

Experience:

• Outbound calling: 2 years (required)

Work Location: Remote