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Donor Care Operator

Salary:
15,803 P.A. ?
Location: Rusholme
Company: READ Foundation
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Job Description & Person Specification

Donor Care Operator

Salary: Up to £8.91 per hour

Contract: Casual/Part-Time
Hours: Friday (2pm – 8pm) & Saturday (12pm – 6pm)

Location: Manchester M14

Reports to: Donor Care Supervisor

Closing Date: Continue

About READ Foundation

READ Foundation is a UK based registered charity working to create school places for children living in poverty in the developing world.

We create opportunities for orphan and needy children to go to school to gain an education and build a better life for themselves. We currently focus on constructing new schools, providing quality sponsorship for orphans and are now expanding our educational portfolio to reflect the large humanitarian and development needs ongoing throughout the world.

We created our first school in 1994 with a single classroom of 25 children, while as of this academic year we are now running almost 400 schools, in which over 100,000 children study, almost 10% of whom are orphaned by father or both parents. However, with a global shortage of classrooms in the millions, there is still much to do to achieve universal education.

Purpose of Job

As the Donor Care Operator, you will be responsible for providing efficient database and administrative support for all the income that is generated as a result of the various channels used as part of our fundraising strategy. Your role will be to ensure that transactional and donor data is effectively captured and processed using the most efficient means. As such you must be comfortable configuring and maintaining records and recording systems using tools such as Excel, Access and Outlook.

You will have overall responsibility for donations data management and will assist with the activation of any new functionality and upgrades to the donations systems. Ensuring the integrity of data and creating processes for checking data quality at input stage, will also be your responsibility. You will play a lead role in collating and inputting donations data, acknowledging and receipting donations, allocating beneficiaries to sponsors and act as the first point of contact for any queries relating to donations.

Main Responsibilities
  • Opening, processing, coding, acknowledging and banking donations (including credit card, direct debit, cash, cheques, bank transfers, etc.).
  • Outgoing calls to donors to seek donation support.
  • Ensuring fundraising database is kept up to date.
  • Managing donations processing systems (scanning donation forms, taking donations, allocating beneficiaries, acknowledging and receipting, etc.)
  • Monitoring donor opt-outs to ensure they are swiftly complied with (including email, SMS, telephone and post).
  • Liaising with donors regarding missed donations or pledged donations via phone, email or letter.
  • Building and maintaining spreadsheets for real-time reporting on donations from events.
  • Dealing with white-mail (information requests, complaints, general queries).
  • Complying with GDPR, IOF codes of conduct and Gift Aid rules.
  • Providing donors with product and service information
  • Entering new donor information into system
  • Updating existing donor information as and when required
  • Identifying and escalating priority issues
  • Managing and resolving donor complaints
  • Producing regular reports as required by Senior Management and other departments within READ Foundation
  • Sociable
  • Friendly
  • Talkative
  • Good communication
  • Self-Motivated
  • Bulk processing donation data including website, direct debit, credit card, standing order, bank transfers, and external fundraising platforms


This job description reflects the current requirements of the post. As duties and responsibilities change and develop due to changes in organisational and other circumstances, so the actual duties and responsibilities will vary from the particulars of this job description.


Skills:
  • Friendly
  • Talkative
  • Good communication
  • Self-Motivated
  • Sociable

Special Working Conditions:

  • Work occasional flexible hours including evenings and weekends
  • Be able to communicate in Urdu/Punjabi as well as English as majority of donors speak those languages
Instructions to Apply

Please send your full CV.

Person Specification

Knowledge

  • A level or equivalent qualifications.
  • Fluency in English language and able to communicate effectively at all levels.
  • Knowledge of additional languages, Urdu and Punjabi.
  • Experience of data entry.
  • Practical understanding of donor queries (customer care).
  • Knowledge with databases in general.
  • Knowledge of any reporting tool.
  • Conversant with Microsoft Office software.

Experience

  • 1 years’ experience within a charity or similar environment.
  • Ability to manage multiple tasks and prioritise a complicated workload.
  • Working in a multi-disciplinary role.
  • Ability to deal with stakeholders of all kinds.

Skills

  • A good eye for detail and strong data entry skills.
  • Excellent interpersonal communication skills.
  • Excellent verbal and written communication skills.
  • Self-motivated with an ability to work independently as well as part of a team.
  • Good independent judgement and ability to challenge constructively.
  • Excellent organisational, planning and time management skills.

Behaviours

  • Imaginative, creative, curious and a desire to hone and develop your skills.
  • Can give and take feedback.
  • Passionate about the quality of your work, and embrace new technology.
  • Effective time-keeping and work load management.
  • Ability to work to deadlines and remain calm under pressure.
  • Ability to deal with internal and external stakeholders at all levels.
  • Ability to deal with multiple tasks at one time.
  • Keen eye for detail and quality.
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