Donor Care Officer

Islamic Help; Birmingham; Vor Ort; GBP 20.000 - 28.000; Vollzeit

Zusammenfassung

Islamic Help is seeking a Donor Care Officer to engage with donors and supporters, making outbound calls and handling inquiries while processing donations accurately. The role involves updating donor records in the CRM, face-to-face donor interactions, and contributing to charitable campaigns from a public-facing environment.

The ideal candidate will have strong communication skills, experience in customer service (preferred), and be able to multi-task in a dynamic setting.

Qualifikationen

• High standard of verbal and written communication skills.
• Experience in customer service preferred.
• Ability to multi-task, stay organised and prioritise workload.
• Fluency in Urdu and Bengali (desirable).
• Must have right to work in the UK.

Aufgaben

• Provide professional donor care and customer service.
• Make outbound calls to promote campaigns and process donations.
• Handle inquiries and complaints within SLAs.
• Update donor information in the CRM and document interactions.
• Represent Islamic Help in a positive, professional manner.
• Collaborate with other departments and attend training workshops.
• Perform general administrative duties in a public-facing environment.

Kenntnisse

Customer service

Outbound calls

CRM data entry

Donor relations

Face-to-face interaction

Microsoft Office

Verbal and written communication

Urdu language

Bengali language

Tools

CRM systems

Microsoft Office

Jobbeschreibung

WORKING HOURS: 40 hours (8 hours a day, 5 days a week). Please note, our current operational hours are 9am to midnight. May include weekend work), The Donor Care Officer will be responsible for contacting our existing donors to raise awareness of our projects and to encourage donations, as well as face-to-face interactions with potential or existing donors and supporters. Duties include, but are not limited to: making outbound calls, answering incoming calls and handling inquiries; processing donations through our systems, accurately inputting data onto CRMs, dealing with members of the public - including donors and potential donors - face-to-face. The Donor Care Officer will be working from a public facing environment so there will be a requirement to greet visitors and carry out general administrative duties.

• Providing a helpful, professional, and high-level customer service to donors and supporters.
• Making outbound calls supporters to promote a variety of campaigns and process donations accurately.
• Handling all enquiries and complaints via a variety of communication methods to the agreed service level agreements.
• Updating new and existing donor information and documenting all call information according to standard operating procedures.
• To act in accordance with the organisation's values and positively represent Islamic Help in all aspects of your work.
• Identifying and escalating priority issues or concerns from donors.
• Working with other Islamic Help departments to deliver an effective and efficient response to enquiries and complaints.
• To operate in accordance with the organisation's policies and procedures.
• To act in a safe manner which safeguards the health and safety of yourself and others.
• To participate in all training workshops and take responsibility for your own learning and development.
• Collaborate with external partners and provide cross-functional assistance.
• Undertake any other reasonable duties required by your line manager appropriate to your position within the organisation.

Tags: Campaigns, Communications, Customer Service, Customer support, Humanitarian Aid, Direct / Supporters, Major Donor, Please note we're not responsible for the content of job ads, as they're posted by the recruiter. We'll aim to resolve the reported issue and we'll use your feedback to improve the quality of our ads.

A high standard of verbal and written communication skills

Experience of working in customer service (Preferable) Familiarity with Microsoft Office Professionalism, customer focussed with attention to detail Able to multi-task, be organised and prioritise workload Team player and positive attitude when working with others Adaptable and flexible in working style Problem solver Fluency in Urdu and Bengali (Bangla) languages (Desirable) Please note: Candidates must be computer literate - a basic test on this may be conducted during interview.

You must have proof that you have the right to work in the UK.

Islamic Help is a UK-based international relief and development organisation that has developed rapidly since being established in 2003. Our programmes aim to help and empower disadvantaged communities in the UK and abroad; some of the key areas we work in are emergency response, WASH, education, livelihood and environment conservation.

Islamic Help is a UK-registered charity delivering sustainable solutions that empower people in need across the world.