Job Description & Person Specification
Donor Care Events Lead (pledges)
Salary: £27,000 per annum
Contract: Permanent
Hours: Full-time, 40 hours per week
Location: Manchester, M14 6AX
Reports to: Donor Care Manager / Donor Care Team Leader
Closing Date: Rolling (until a suitable candidate is identified)
We are unable to sponsor applicants for visas for this particular post. Applicants must be resident in the UK and 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, to gain an education and build a better life for themselves.
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.
Purpose of Job
The Donor Care Project Lead (Pledges) is a key position within the READ Foundation, serving as the primary link between the Donor Care and Fundraising departments. This role offers an incredible opportunity to be at the forefront of one of our most significant income generation streams, managing pledge activities from initial donor contact to final fulfilment.
As the Donor Care Project Lead, you will be instrumental in resource planning, team development, and enhancing donor engagement and retention. Your efforts will directly contribute to the success of our fundraising initiatives and the continued growth of our charitable impact.
Main Responsibilities
Included but not limited to;
* Attend/arrange for representation of DC all charity events and tours primarily to process pledge donations.
* Support event logistics as needed and supervise volunteers.
* Engage personally with donors at events by manning the READ desk, answering questions, assisting with pledge forms, and building rapport.
* Manage the Pledge Team, including monitoring performance against set KPIs and overseeing daily operations.
* Manage and maintain all WhatsApp communications related to pledges, ensuring timely and professional responses to uphold excellent customer service standards.
* Provide training, coaching, and support to the Pledge Team.
* Work closely with fundraisers, conducting weekly meetings to discuss progress, tasks, and succession planning.
* Develop new and enhance existing processes to ensure optimal efficiency of Pledge Management.
* Prepare financial reports and ensure accurate record-keeping of all event-related transactions.
* Produce and maintain dashboards on Salesforce and Excel to monitor event performance and conversion rates using real-time data.
* Develop donor retention strategies.
* Work closely with fundraisers to cultivate relationships with high-net-worth donors.
Training and Development:
* Provide comprehensive training to the pledge team to enhance their performance and help them achieve their targets.
* Offer one-to-one support to team members, addressing and resolving any issues they may encounter.
Administration
* Maintain and develop new administrative procedures/systems by updating records and ensuring the maintenance of physical and electronic documents/data.
* Update/input transactions onto all logs/systems, including Salesforce, to ensure records are secure and accurate for business efficiency purposes.
Special Working Conditions
* Work occasional flexible hours including evenings and weekends.
* Minimum Weekly Hours: The role requires a minimum commitment of 40 hours per week, Monday to Friday from 9:00 AM to 5:00 PM.
* Shift Flexibility: During busier periods, such as Ramadan, shift times may vary to accommodate operational needs.
* Participation in Fundraising Events: Attendance and active participation in our fundraising events and tours are expected. Expenses related to participation will be covered by the organisation.
Instructions to Apply
Please apply with your CV and supporting letter outlining how your skills and experience meet the person specification for the post.
Successful applicants will be subject to relevant reference and identification checks.
No agencies please.
Person Specification
Knowledge:
* Proficient in written and spoken English with effective communication skills at all organisational levels.
* Demonstrated experience in CRM systems, particularly Salesforce, and competency in Microsoft Excel is essential.
* Understanding of performance management principles.
* Practical expertise in addressing customer queries and providing exceptional customer care.
Experience:
* At least 1 year of experience within a charity or similar non-profit environment desired.
* Minimum of 1 year of customer service experience in a contact centre required.
* Proven track record in achieving targets.
* Experience in staff management and leadership required.
Non-Technical Competencies:
Communication Skills:
* Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely.
* Active listening skills to understand donor needs and concerns and provide appropriate solutions or assistance.
Customer Service Orientation:
* Strong commitment to providing exceptional customer service, with a focus on exceeding donor expectations and building long-term relationships.
Problem-Solving and Decision-Making:
* Analytical thinking and problem-solving skills to identify root causes of donor issues and develop effective solutions.
Teamwork and Collaboration:
* Proven ability to work collaboratively in a team environment, fostering a culture of cooperation, respect, and mutual support.
Leadership and Motivation:
* Strong leadership qualities, including the ability to inspire and motivate team members to achieve excellence and exceed performance expectations.
At READ Foundation, we prioritise safety for all, especially children and vulnerable adults, with a zero-tolerance policy on sexual exploitation and abuse. This role requires background checks and strict adherence to safeguarding policies. By applying, you agree to uphold our safeguarding principles.
Company benefits
* 32 days annual leave (including Bank Holidays and company-wide holidays)
* Awards for employee of the year
* Investment in training, professional growth and development
* Occupational Pension Scheme
* Health cash plan
READ Foundation is committed to diversity and equality of opportunity in all aspects of our work, along with encouraging a healthy work life balance.
READ Foundation is an accredited National Living Wage Employer
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