Donor Care Officer

Job Description & Person Specification

Donor Care Officer

Salary: Competitive £12.00 per hour

Contract: Casual/Part-Time

Hours: Rotational (8 – 30 hours a week)

Location: Manchester M14 6AX

Reports to: Donor Care Team Leader/ Donor Care Manager

Closing Date: 31st December

Applicants must have the right to work in the UK  

About READ Foundation  

READ Foundation is a UK-based registered charity working to provide access to quality education to vulnerable children in our regions of work. We create opportunities for orphan and needy children to go to school, gain an education and build a better life for themselves. We currently focus on constructing new schools, providing sponsorship for orphans and are now expanding our educational portfolio to reflect the large humanitarian and development needs ongoing throughout the world.     

About Donor Care 

The Donor Care department at READ is essential to the organisation's success, fulfilling its role as the primary hub for customer service and income generation. Through various communication channels, including telephone, email, letters, and WhatsApp, the department adeptly handles donor queries, engaging in both inbound and outbound calls to provide exceptional support and guidance. This dynamic contact centre ensures that donors receive the assistance they need at every interaction. Comprised of the Pledge Team, Orphans Team, and Payments Support Team, this department collectively contributes to donor acquisition, retention, and financial resilience. 

The Pledge Team plays a critical role in managing all aspects of donation processing, including donations arising from both UK and international fundraising events. They meticulously handle pledge forms, process contributions, and conduct courtesy calls, ensuring seamless donor engagement and support. Meanwhile, the Orphans Team oversees the donation aspect of READ's flagship Orphan Sponsorship program and excels in Sponsorship retention and data management. Simultaneously, the Payments Support Team addresses payment issues promptly, ensuring a consistent income stream and supporting the organisation's financial planning. 

Together, these teams uphold the organisation's sustainability and effectiveness in achieving its philanthropic objectives. 

Purpose of Job

The Donor Care Officer is a critical role within READ, 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.

Key responsibilities include conducting outbound calls to existing donors with the primary aim of securing donations for various projects. This involves building and enhancing donor relationships, fostering donor retention, and driving acquisition efforts through effective rapport-building and communication. The Officer will need to have in-depth knowledge of READ's projects and services, as well as exceptional communication skills, to provide donors with the information they need to make informed contributions.

A significant aspect of this role involves supporting the Pledge Team by processing donations and pledges from fundraising events, meticulously tracking and following up on outstanding pledges using Salesforce and working to maximise pledge conversion rates. High proficiency in Salesforce CRM is essential to manage these tasks efficiently.

Additionally, the Donor Care Officer will assist the Orphan Sponsorship Team, focusing on maximising sponsorship renewal and retention rates through the strategic use of various touchpoints and communication channels. The role demands consistently meeting and exceeding income generation targets while upholding the highest standards of customer service.

The Donor Care Officer will also be expected to actively participate in and support the charity’s fundraising events, ensuring the seamless processing of donations and contributing to the overall success of these initiatives. This comprehensive role is pivotal in sustaining and advancing READ's philanthropic goals.

Shift Patterns:

·        Weekends: 12:00 PM - 4:00 PM (minimum 8 hours guaranteed)

·        Monday to Friday: 9:00 AM - 5:00 PM (hours fluctuate)

Given the busy event schedule over the next few months, a minimum commitment of 20 to 30 hours per week will be required.

The shift patterns and workload fluctuate throughout the year, depending on activities such as fundraising events. While we can guarantee a minimum of 8 hours for weekend outbound shifts, weekday hours can vary significantly, ranging from 0 to 30 hours, and occasionally up to 40 hours during busier periods, subject to availability.

Ramadan Special Working Environment

·        Enjoy a fun, energetic, and lively atmosphere.

·        Engage in congregational prayers and foster a sense of community spirit.

·        Receive thorough training, including Zakat sessions led by a well-respected Sheikh.

·        Immerse yourself in the Ramadan spirit with decorative elements enhancing the mood.

·        Enjoy uplifting daily spiritual reminders, adding a meaningful touch to your work environment.

·        Participate in enjoyable and healthy competitions that contribute to team spirit.

·        Benefit from flexible working hours to accommodate your schedule during this busy month.

·        Experience the joy of iftar provided on late shifts, creating a shared and supportive atmosphere.

·        Seize the opportunity to earn while maximizing your spiritual rewards through impactful charity work.

·        Receive ongoing training and support, ensuring personal and professional growth.

A key aspect of this role is the heightened activity during Ramadan, the busiest time of year for Islamic faith-based charities like READ. During this period, all activities intensify, and income generation targets increase more than fivefold. As such, the Officer is expected to demonstrate increased availability and flexibility, including working dynamic hours, weekends, and evening shifts.

Main Responsibilities

·        Initiate proactive outreach to donors to maximise income generation.

·        Showcase in-depth knowledge of READs 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.

This job description outlines the present demands of the role. As tasks and obligations evolve in response to changes within the organisation and external factors, the specific duties and responsibilities may change from the details provided in this job description.

Instructions to Apply 

Please apply with your CV and supporting letter outlining how your skills and experience meet the person specification for the post.  

Two satisfactory references will be required upon conditional offer  

 Ramadan Shift Patterns 

To be successful in this role, candidates must meet the following requirements: 

1. Minimum Weekly Commitment: Availability to work a minimum of 20 hours per week, primarily consisting of single or double shifts. 

2. Flexible Shifts: Morning and night shifts are optional and will be determined by the manager, taking into consideration your experience, performance, and work ethic. 

3. Peak Season Commitment: Given the heightened demand during our busiest time of the year, we expect our staff to go the extra mile by committing to as many shifts as possible. However, we prioritise the well-being of our team members and encourage a healthy work-life balance. 

4. Interview Discussion: Your specific rota will be discussed closer to the time, allowing us to find a schedule that aligns with both our operational needs and your personal preferences. 

Requirements

Person Specification

Knowledge:

·        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.

Experience:

·        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.

Skills

·        Communication Skills: Clear and effective communication is essential for making outgoing calls to donors, providing information, and dealing with inquiries, complaints, and general queries.

·        Customer Service: Being able to address donor needs, answer questions, and provide excellent customer service during inbound and outbound interactions.

·        Attention to Detail: Accurate processing of donations, updating donor information, and maintaining the fundraising database require meticulous attention to detail.

·        Data Management: Proficiency in managing donor data, processing donations, and ensuring the accuracy and integrity of the fundraising database.

·        Organisational Skills: Managing donations processing systems, maintaining spreadsheets for reporting, and handling priority issues demand strong organisational abilities.

·        Regulatory Compliance: Knowledge of GDPR regulations and adherence to IOF codes of conduct and Gift Aid rules to handle donor data and communication in a compliant manner.

·        Problem Solving: Ability to identify and resolve donor-related issues, complaints, and inquiries effectively and efficiently.

·        Positive Attitude: Contributing to team morale and fostering a positive work environment through sociability, enthusiasm, and motivation.

·        Multi-channel Communication: Proficiency in using various communication channels like phone, email, letter, and messaging apps to engage with donors and manage their preferences.

·        Team Collaboration: Working collaboratively with the team to ensure seamless donor interactions and efficient donation processing.

·        Adaptability: Being able to adapt to changing situations, donor preferences, and evolving responsibilities within the role.

·        Reporting Skills: Building and maintaining spreadsheets for real-time reporting requires skills in data analysis and reporting.

·        Empathy: Demonstrating empathy and understanding when dealing with donor concerns and complaints.

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.