OneSixty International
Compliance and Calling Manager
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Calling & Compliance Manager
Location: London – Hybrid
Salary: £29,000–£34,000 per year
Job Type: Full-time
Company: One Sixty International
About One Sixty International
One Sixty International is a growing international fundraising agency working with some of the world’s leading charities across the UK, USA and Asia.
We recruit and engage long-term supporters on behalf of leading charitable organisations, combining strong fundraising performance with a commitment to quality, compliance and an excellent supporter experience.
We’re now looking for a Calling & Compliance Manager to join our London team and take ownership of the performance, quality and compliance of our calling operations.
The Role
This is a varied, hands-on management role that combines team leadership, performance, call quality, compliance, complaints and investigations.
- Work closely with our calling teams, internal departments, partner agencies and charity clients to make sure campaigns are delivered effectively, professionally and to the highest standards.
- Enjoy working with people, analysing performance and solving problems.
- No two days will be exactly the same.
Key Responsibilities
Calling & Performance
- Manage and support the day-to-day performance of the calling team.
- Monitor call quality, productivity, donor retention and individual performance.
- Conduct regular call listening and quality assurance checks.
- Use performance data to identify trends, challenges and opportunities for improvement.
- Coach and develop callers and team leaders.
- Support the development of scripts, processes and quality standards.
- Ensure every caller delivers professional, engaging and donor-focused conversations.
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Compliance, Quality & Complaints
- Act as the first point of contact for complaints and manage investigations through to resolution.
- Investigate quality issues and potential compliance breaches, escalating serious or repeated issues where appropriate.
- Review supporter and campaign data as part of complaints and compliance investigations.
- Monitor calling and fundraising activity against internal standards, campaign requirements and compliance procedures.
- Manage our mystery shopping programme, reviewing results and providing clear, constructive feedback.
- Maintain accurate records of complaints, investigations, quality checks and compliance activity.
- Produce regular performance and compliance reports for senior management and charity clients where required.
- Ensure teams follow approved scripts, processes, GDPR requirements and internal compliance standards.
- Identify recurring issues and work with teams to implement practical solutions.
- Build strong working relationships with internal teams, partner agencies and charity clients.
About You
We’re looking for someone who is confident, organised, analytical and people-focused, with excellent attention to detail and the ability to balance commercial performance with quality and compliance.
- Ideally have experience in one or more of the following areas:
- Calling or contact centre management
- Fundraising
- Sales
- Customer service
- Compliance
- Quality assurance
You should also have:
- Previous experience managing or supervising a team.
- Experience handling complaints, investigations or quality issues.
- Strong communication and relationship-building skills.
- Excellent organisational skills and attention to detail.
- Confidence working with data and producing clear reports.
- Experience coaching people and providing constructive feedback.
- The confidence to challenge poor performance or non-compliant behaviour.
- A professional, practical and solutions-focused approach.
- Good knowledge of GDPR, data protection and compliant telephone practices.
- Experience within fundraising or the charity sector is desirable, but not essential.
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Who Will Succeed in This Role?
This role is ideal for someone who enjoys both people management and problem-solving.
- You could be analysing campaign data in the morning, listening to calls and coaching a team later that day, before investigating a complaint or speaking with a charity client.
- You’ll need to be comfortable asking questions, spotting issues, challenging when necessary and finding practical ways to improve how we work.
- Most importantly, you’ll understand that great fundraising and strong compliance go hand in hand.
Our goal is to deliver excellent fundraising results while ensuring every supporter interaction is professional, ethical and compliant.
Why Join One Sixty International?
You’ll be joining a growing international organisation with teams across the UK, USA and Asia, working with some of the world’s leading charities.
This is an opportunity to take real ownership of an important role within our calling and compliance function, while having a direct impact on fundraising performance, supporter experience and campaign quality.
If you’re looking for a role where you can lead people, solve problems and make a genuine difference to the quality of fundraising, we’d love to hear from you.
Apply now to join One Sixty International.
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