Volunteer Program Manager

Job content

PMGY is a world leading volunteer travel organisation primarily based in the UK. We are looking for passionate and enthusiastic individuals to join our international team to help provide life-changing experiences for people around the world.

Program Managers are responsible for all interactions with volunteers from the moment they first make an enquiry or apply through to the completion of their travel. Program Managers become the single point of contact for each volunteer, helping them to find the volunteer project that’s right for them and supporting their preparations for the unique and exciting experience of a PMGY volunteering trip abroad. Our volunteers primarily live in the UK, USA, Canada and Europe, so all our customer interactions are online or on the phone.

As well as looking after our volunteers, Program Managers also have responsibility for managing their own portfolio of program destinations, including ownership of the relationships with our local teams. You’ll work closely with teams around the world to maintain program quality and performance, and ensure our programs continue to deliver impact for both our volunteers and the local communities they support.

As a small team you are expected to be resourceful, adaptable and self-motivated. This role would suit a recent university graduate who is looking for lots of responsibility and willing to be pro-active and use their own initiative.

This is a permanent, full-time role based in Tunbridge Wells, Kent and remote positions are also considered for exceptional candidates. International travel will be a large element of the role as knowledge and understanding of our programs is essential.

CORE RESPONSIBILITIES

Volunteer Management:

• All pre-application communication with potential volunteers, including responding to inbound enquiries via webform, chat, email, Zoom and phone
• Review of all applications to ensure volunteers satisfy the criteria to participate in their chosen project and check availability for their dates
• All communications with volunteer’s post-application
• Enthuse about supplementary products to upsell registered volunteers on insurance, flights, program upgrades and tourism packages.
• Resolve occasional customer complaints

Program Management:

• Be the operational point of contact for local teams across a portfolio of programs/destinations
• Support the continual improvement and development of programs through optimisation of product offering, selling points and operational best practices
• Manage program quality to maintain or exceed PMGY’s performance standards through the assessment of volunteer feedback, identifying thematic issues and coaching local teams through necessary improvements

DESIRED SKILLS AND EXPERIENCE

• Prior experience in customer service and/or sales
• Strong accuracy and attention to detail
• Advanced written and verbal communication skills
• Friendly, collaborative and can-do attitude
• Strong work ethic and proven ability to work independently
• Experience within the travel industry and/or overseas travel will be an advantage
• Additional languages beyond English are a benefit but not a requirement
• Good business acumen and basic understanding of bookkeeping and marketing principles

Job Types: Full-time, Permanent

Salary: £18,526.00-£31,795.00 per year

Schedule:

• 10 hour shift

Work remotely:

• Yes