Hours: Rotational (24 – 40 hours a week)
Location: Manchester M14 6AX
Reports to: Donor Care Team Leader/Donor Care Manager
Closing Date: 15th February
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, 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.
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 Ramadan 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 is a temporary contract to support our income generation efforts during Ramadan, and serves as a central hub for engaging with donors, involving a range of responsibilities from proactive outreach to comprehensive support.
As a key contributor to our team, you will play a crucial role in generating essential income for our impactful global projects. Moreover, there may be opportunities for some staff to be retained after Ramadan, contingent upon performance, attitude, work ethic, and other relevant factors.
Main Responsibilities
* Conduct outbound calls to existing donors with the primary aim of securing donations for various projects.
* Build and enhance donor relationships, fostering donor retention, and driving acquisition efforts.
* Support the Pledge Team by processing donations and pledges from fundraising events.
* Track and follow up on outstanding pledges using Salesforce.
* Assist the Orphan Sponsorship Team in maximising sponsorship renewal and retention rates.
* Participate in and support the charity’s fundraising events.
Operational Hours
Monday to Friday: 9:00 AM - 8:00 PM
Given the busy event schedule over the next few months, a minimum commitment of 24 hours per week will be required.
Requirements
* Minimum Weekly Commitment: Availability to work a minimum of 24 hours per week.
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.
Experience:
* Minimum of 1 year of experience in a charity or customer service environment.
* At least 1 year of experience using a CRM system, with demonstrated proficiency.
Skills:
* Clear and effective communication.
* Excellent customer service.
* Attention to detail.
* Data management.
* Organisational skills.
Behaviours:
* Demonstrates creativity and curiosity.
* Receptive to constructive feedback.
* Displays enthusiasm for work quality.
READ Foundation is an accredited National Living Wage Employer.
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