Donor Experience & Engagement Officer

Durrell Wildlife Conservation Trust; Channel Islands; On-site; GBP 22,000 - 28,000; Full time

Job summary

Durrell Wildlife Conservation Trust is seeking a proactive Fundraising Administrator to support the Fundraising Team in delivering excellent service to supporters, including donors and members. You will handle membership administration, donations, data entry, and respond to enquiries with warmth and professionalism.

Key duties include processing memberships and payments, maintaining accurate records, and assisting with communications and event-related tasks.

Qualifications

• Excellent oral and written communication skills.
• Experience within an administration and customer service environment is preferable.
• Strong customer service ethic with a genuine commitment to delivering an excellent supporter experience.
• Computer literate, with experience of using Microsoft Word, Excel, Mail Merge and Customer Relationship Management systems an advantage.
• Proven ability to always act in a courteous manner and to show high levels of discretion, tact and diplomacy in resolving customer issues.
• Excellent time management skills and the ability to work under pressure.
• Thorough attention to detail and commitment to maintaining high levels of accuracy in all communications and data entry.

Responsibilities

• Assist with the administration and daily operation for fundraising enquiries, membership administration and all associated processes.
• Process and maintain memberships, donations and direct debits, ensuring Durrell’s supporter database is accurate and up to date, including recording contact activity, managing new and lapsed memberships, updating contact details and processing name changes.
• Act as the first point of contact for all fundraising enquiries, providing responsive and supportive assistance to supporters and the wider Fundraising team.
• Coordinate and distribute fundraising, membership and donor communications, including preparing correspondence and producing membership cards.
• Respond to telephone and email enquiries, providing a personal, professional and engaging supporter experience, and process donation and membership payments over the phone.
• Support the Fundraising & Supporter Experience Manager with assigning tasks to Durrell volunteers and representing the charity with the external volunteering programme.
• Ensure compliance with data protection regulations and fundraising best practice when handling supporter information and payments.
• Manage a high volume of enquiries and transactions while maintaining high levels of accuracy, efficiency and service quality.
• The duties and responsibilities outlined in this job description are not exhaustive and may be amended from time to time.

Skills

Oral and written communication

Administration and customer service

Supporter experience

MS Word

MS Excel

Mail Merge

CRM systems

Time management

Attention to detail

Discretion and diplomacy

Tools

CRM systems

Microsoft Word

Microsoft Excel

Mail Merge

Job description

Durrell Wildlife Conservation Trust is seeking a proactive Fundraising Administrator to support the Fundraising Team in delivering excellent service to supporters, including donors and members. You will handle membership administration, donations, data entry, and respond to enquiries with warmth and professionalism.

Key duties include processing memberships and payments, maintaining accurate records, and assisting with communications and event-related tasks.