Donor Care Officer

4 weeks ago

Manchester, United Kingdom READ Foundation Full time
About the Role

We are seeking a highly skilled and motivated Donor Care Officer to join our team at READ Foundation. As a key member of our Donor Care department, you will play a critical role in driving customer service excellence and income generation, ensuring the organisation's continued success and growth.

Key Responsibilities
  • Initiate proactive outreach to donors to maximise income generation
  • Showcase in-depth knowledge of READ'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
  • 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

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