Donor Care Advisor

Human-Appeal; Cheadle; On-site; GBP 21,000 - 27,000; Full time

Job summary

Human Appeal is seeking a dedicated Donor Care Advisor to maintain strong relationships with our donors across UK operations. You will handle telephone and email inquiries, provide updates on how donations are spent, and help sustain donor confidence and support.

You'll contribute to fundraising efforts, update donor records accurately, and work closely with other teams to ensure high levels of donor satisfaction and retention.

Qualifications

• 5 GCSEs C or above
• No experience required
• MS Office Suite
• English Language

Responsibilities

• Engaging with Human Appeal donors
• Handling customer inquiries via telephone and email in a warm and courteous manner
• Generating funding for Human Appeal through telephone donations
• Chasing pledges made by our donors during events
• Maintaining call centre database by entering or updating information accurately
• Generating tickets sales for fundraising events
• Attending and helping out during Live TV/Radio Appeals
• Ensuring customer satisfaction levels are met
• Maximising donor retention
• Outbound/Inbound call centre
• Achieving set KPI targets
• Support other departments as required
• Keep up to date with the events within the Charity to satisfy Donor enquiries
• To participate in the appraisal process and ensure that agreed objectives are achieved, taking responsibility for directing own learning and development activities (e.g. private study, e-learning)
• To attend and contribute positively to meetings, conferences and training courses as agreed with the line manager
• Establish and maintain effective working relationships with co-workers, supervisors, managers, directors and the general public
• Other duties as per the request of the Donor Care Manager in the interest of the organisation objectives
• NB: Employee duties are not limited only to the above-mentioned responsibilities; they may perform other duties as assigned

Skills

Customer service

Communication

MS Office Suite

Education

5 GCSEs C or above

Job description

Who We Are

Human Appeal is a global non-profit humanitarian and development organisation. We deliver life-saving emergency assistance such as food, medical aid, and disaster relief. At the same time, we run sustainable, community-led programmes in healthcare, education, and livelihoods to build resilience and self-reliance. Our experienced local teams work in vulnerable, hard-to-reach areas. Guided by a vision of a just, caring, and sustainable world, our mission is to save lives, alleviate poverty, and empower communities in line with the core humanitarian principles of humanity, impartiality, neutrality, and independence.

Position Overview

This position is responsible for maintaining the relationship with Human Appeal's new and existing donors.

Ensuring clear communication is provided when updating them on how their donation has been spent through

Explanation of Human Appeal's local and international projects and courteously endorsing their continued

Contribution.

Main Responsibilities:

The Donor Care Advisor will be responsible for:

• Engaging with Human Appeal donors
• Handling customer inquiries via telephone and email in a warm and courteous manner
• Generating funding for Human Appeal through telephone donations
• Chasing pledges made by our donors during events
• Maintaining call centre database by entering or updating information accurately
• Generating tickets sales for fundraising events
• Attending and helping out during Live TV/Radio Appeals
• Ensuring customer satisfaction levels are met
• Maximising donor retention
• Outbound/Inbound call centre
• Achieving set KPI targets
• Support other departments as required
• Keep up to date with the events within the Charity to satisfy Donor enquiries
• To participate in the appraisal process and ensure that agreed objectives are achieved, taking responsibility for directing own learning and development activities (e.g. private study, e-learning)
• To attend and contribute positively to meetings, conferences and training courses as agreed with the line manager
• Establish and maintain effective working relationships with co-workers, supervisors, managers, directors and the general public
• Other duties as per the request of the Donor Care Manager in the interest of the organisation objectives

NB: Employee duties are not limited only to the above-mentioned responsibilities; they may perform other duties as assigned

Candidate essential criteria:

• 5 GCSEs C or above
• No experience required
• MS Office Suite
• English Language

Candidate desirable criteria:

• Additional languages

Please note that we will only be contacting the shortlisted candidates. Applying candidates must have the legal authorisation or right to work in the designated work location/duty station.

If you have any questions about the position, please do contact Human Appeal on [e-mail].

Human Appeal is committed to diversity, social inclusion, and gender equality/balance, and strongly encourages applications from underrepresented groups. The organisation maintains a zero-tolerance policy toward Sexual Exploitation and Abuse and Sexual Harassment (SEA/SH), with all staff required to comply with Preventing Sexual Exploitation and Abuse and Sexual Harassment (PSEA/SH) standards and safe recruitment procedures.