Donor Care Officer

3 weeks ago

Manchester, United Kingdom READ Foundation Full time
Job Title: Donor Care Officer

Job Summary:

The Donor Care Officer is a critical role within READ Foundation, responsible for driving both 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'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:

The ideal candidate will possess:

  • 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.

Working Environment:

READ Foundation offers a dynamic and supportive work environment, with opportunities for professional growth and development. The successful candidate will be part of a team that is passionate about making a difference in the lives of vulnerable children and communities.

What We Offer:

Competitive salary and benefits package, including pension scheme and life insurance.

Opportunities for professional development and training.

A dynamic and supportive work environment.

Flexible working hours and remote working options.

A chance to make a real difference in the lives of vulnerable children and communities.

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