Job Description for the post of University of Warwick Student Caller

Post Title: Student Caller

Department: Development & Alumni Relations Office

Job Purpose

The position of Student Caller involves contacting Warwick graduates by telephone for a variety of reasons. Our goals include updating their details, finding out what they have gone on to do since graduating, informing them of the latest Warwick news and events and encouraging them to make a donation to the University.

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. The money raised each year is used to address institutional priorities and can make an immediate and lasting impact on the lives of today’s students.

These priorities are in line with 50 Forward, Warwick’s ambitious fundraising campaign to raise £50 million by our 50th anniversary in 2015. These priorities include: Scholarship and Campus Life (scholarships, library book fund, Opportunity Fund), Science and the Environment (Life Sciences, food security, renewable energy), Medicine (improving healthcare in Coventry and Warwickshire as well as the developing world, Cancer, Alzheimer’s, Parkinson’s research), The Business World(WBS building, human behaviour, improving standards in Business), Local and Global Responsibility (Warwick Volunteers and Warwick in Africa) and wherever the need is greatest (unrestricted funds for those that most need it and the endowment fund).

Generally, graduates are asked to make a regular donation of between £10 and £250 per quarter depending on their individual circumstances. Last year over 3300individuals, trusts, foundations and corporationspledged a donation to theUniversity, raising £5.2 million for Warwick! The phone calls made by our Student Calling Team not only raise vital funds but also build and strengthen the relationship that we have with our graduates.

The role of Student Caller provides the opportunity to learn and develop valuable skills which benefit both your life at Warwick and your future career, for example, communication skills, teamwork practice, lateral thinking and the ability to negotiate. Our Student Callers are ambassadors for the University and although the role is challenging, it is also extremely rewarding. As a result, it is essential that we recruit people who are truly dedicated to charitable giving, genuinely enthusiastic about Warwick and able to demonstrate this to our alumni and other stakeholders. We want to recruit a group of talented and knowledgeable Student Callers to join our highly energetic team! Previous experience in a similar capacity is not essential as we provide intensive and thorough training (see below) which covers all aspects of the role. Every training session is compulsory and all Student Callers are expected to attend. Applicants who cannot attend will not be considered.

The Calling Room is situated in Westwood House on Westwood campus. Calling shifts take place during the Autumn and Spring terms for 6 – 9 weeks and during the Summer term for 4 – 6 weeks. There are approximately40Student Caller positions available on the team. In addition, there may also be a number of spaces available on a reserve list – these people will attend the training sessions, however, we won’t be able to guarantee that a Student Caller position is available on the team immediately.

All successful candidates will be expected to work two shifts per week during each campaign – a minimum of six hours per week. Standard calling shifts take place Monday to Thursday from 6pm to 9pm and Sunday evenings from 5pm to 8pm, however, there may be additional calling sessions throughout the year. Each Student Caller will sign up for shifts on a weekly basis and will not have to commit to working identical days each week, although this can be arranged if preferred.

All Student Callers will be paid weekly at the rate of £8.05per hour plus holiday pay at £0.97 per hour.

Recruitment & Training

The closing date for this role is midnight on Monday 10th October (week 2).

If your written application is successful, you will be invited to a recruitment selection day on Sunday 16th October (week 2) in the afternoon. You may receive a telephone call for a phone interview between Tuesday 11th October and Friday 14th October. It will be from a withheld number.

If you are successful at the selection day, you will be invited to the caller training sessions. These include Caller Training (Saturday 22nd October - Week 3) and Database Training (Sunday 23rd October – Week 3). There may be additional evening and weekend training sessions throughout the year as necessary.

Training sessions are compulsory. If you are unable to attend any of the sessions, your application will not be considered. If you are selected but do not attend training, you will not be employed.

If your application is successful, you will be paid for the Caller Training sessions at the end of the Autumn Campaign (December) providing that you have worked the requisite number of calling shifts throughout the entire campaign i.e. two shifts per week.

Duties & 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 Annual Giving Officer and Supervision Team.
  • 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.
  • 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.

Person Specification

CANDIDATES WHO DO NOT MEET ALL OF THE ESSENTIAL CRITERIA WILL NOT BE CONSIDERED

Essential Criteria

  • A current Warwick student.
  • Empathy and enthusiasm towards the goals of the University of Warwick.
  • Excellent spoken and written English.
  • A good telephone manner.
  • Excellent listening skills.
  • Ability to work both independently and in a dynamic team environment.
  • Strong involvement in student life and willing to learn more about Warwick.
  • Previous experience in dealing with people from a wide range of backgrounds.
  • Ability to use your own initiative in a variety of situations.
  • Confident, positive and friendly disposition.
  • Reliable, hardworking and dedicated.
  • An understanding of the importance of attention to detail and accuracy.
  • Ability to work two shifts per week during campaigns.
  • Ability to manage University workload and compulsory job hours.
  • Available to work throughout the full academic year.

Desirable Criteria

  • Record of supporting charitable initiatives (i.e. volunteer work, fundraising).
  • Previous experience in a similar capacity (i.e. call centre experience and working with electronic databases).
  • Competent IT skills.
  • Negotiation skills.
  • Demonstrable creative thinking skills

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The closing date for all applications is midnight on Monday 10th October (week 2). Applications submitted after this deadline will not be accepted under any circumstances.

Please complete and submit your application electronically before the specified deadline. The Application Form is available at

If you have any questions or require any further information, please email the Telephone Campaign team on

You can see more about Giving to Warwick on our dedicated website:

Please note that no feedback will be given on applications before the deadline of 10th October.

GOOD LUCK WITH YOUR APPLICATION!