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Donor Engagement Officer
2 months ago
Job Summary:
The Donor Engagement Officer is a critical role within READ Foundation, responsible for driving customer service excellence and income generation, ensuring the organisation's continued success and growth. This position serves as a central hub for engaging with donors, involving a range of responsibilities from proactive outreach to comprehensive support.
Main Responsibilities:
- Initiate proactive outreach to donors to maximise income generation.
- Showcase in-depth knowledge of READ Foundation's projects and services to inform and engage donors.
- Effectively handle incoming calls and address donor inquiries.
- Proficiently process a variety of donations (credit cards, direct debits, bank transfers, etc.).
- Maintain the accuracy and currency of the fundraising database.
- Oversee donation processing systems, including form scanning, allocation, acknowledgement, and recordkeeping.
- Ensure strict adherence to GDPR regulations, promptly responding to donor preferences across communication channels.
- Facilitate communication with donors on various topics, such as missed donations, renewals, and pledges via multiple communication methods.
- Maintain and update real-time event donation tracking spreadsheets.
- Expertly manage communication, including information requests, complaints, and general inquiries.
- Adhere to IOF codes of conduct and Gift Aid rules meticulously.
- Precisely input new donor data and update records as needed.
- Skilfully resolve donor complaints and issues.
- Positively contribute to team morale through approachability, sociability, and a strong work ethic.
- Assist with departmental Customer Service teams such as Pledges, Orphan Sponsorship Renewals and failed payments when required.
- Volunteer to support the charity's fundraising events by assisting donors, handling PDQ donations, distributing and collecting pledge forms, and helping with event logistics.
- Provide support with administrative tasks across various departments, and potentially contribute to cleaning and logistical responsibilities as needed.
Requirements:
- Hold A-level or equivalent qualifications, with a minimum of a B grade in English at GCSE/A level.
- Fluent in English, with excellent verbal and written communication skills.
- Proficiency in multiple languages, including English, Urdu, and Punjabi.
- Strong familiarity with database operations and reporting tools.
- Advanced proficiency in Excel, including data analysis, formulas, and reporting.
- Proficient in Microsoft Office software.
- Minimum of 1 year of experience in a charity or customer service environment, particularly in a contact centre role with proven expertise in handling both inbound and outbound calls.
- At least 1 year of experience using a CRM system, with demonstrated proficiency. Strong knowledge and competency in Salesforce is highly desirable.
- Experience in accurate data entry and effectively managing multiple tasks while prioritizing complex workloads.
- Experience in a multidisciplinary role, demonstrating adaptability and collaboration.
- Skilled in engaging with stakeholders from diverse backgrounds.
- Passion for and knowledge of the international development sector.
Behaviours:
- Demonstrates creativity, curiosity, and a commitment to skill enhancement.
- Receptive to constructive feedback.
- Displays enthusiasm for work quality and embraces technological advancements.
- Exhibits strong time management and workload organisation.
- Thrives in meeting deadlines and maintaining composure under pressure.
- Effectively engages with stakeholders internally and externally.
- Manages multiple tasks concurrently.
- Exemplifies meticulous attention to detail and commitment to excellence.
