Donor Care and Telemarketing Administrator - Temporary

Uniting Holding; Dublin; On-site; EUR 28,000 - 32,000; Full time

Job summary

Merchants Quay Ireland is seeking an enthusiastic Donor Care and Telemarketing Administrator to support the Fundraising & Communications department, handling donor enquiries, data entry in the CRM, and outbound donor calls to grow donations.

The role requires one year of public-facing or admin experience, strong customer service, CRM familiarity, and excellent organisational skills; occasional evenings/weekends may be required.

Qualifications

• One year’s experience in a public-facing or administrative role.
• Excellent customer service skills on the telephone, in writing, and in person.
• Experience in CRM database management.
• Excellent planning and organisational skills, with a proven ability to multi-task and prioritise time and resources.
• Excellent numeracy skills.
• Excellent written and verbal communication skills.
• Excellent interpersonal skills, with the ability to build relationships with supporters and colleagues.

Responsibilities

• Increase lifetime value of MQI supporters by explaining our work and impact.
• Act as first point of contact for fundraising enquiries and greet visitors/donors.
• Provide excellent service via phone, in person, online and in writing.
• Conduct outbound calls to donors to promote our work and generate income.
• Enter data into the CRM and maintain donor records in line with GDPR procedures.
• Process, thank and receipt donor income within agreed timescales.

Skills

Customer service

CRM management

MS Office

Planning & organisation

Multitasking

Communication skills

Attention to detail

English proficiency

Education

Degree level or equivalent

Fundraising certificate

Tools

CRM database

Excel

Word

Job description

Donor Care and Telemarketing Administrator

Job Title:

Donor Care and Telemarketing Administrator

Department:

Fundraising & Communications

Reports To:

Donor Care Coordinator

Purpose of Job:

To deliver Donor Care and Telemarketing excellence to MQI supporters through efficient and conscientious administrative support for the fundraising and communications department to help grow fundraising income.

Contract:

Fixed-term contract beginning August 2026 and finishing end January 2027.

Who We Are -

Merchants Quay Ireland is a national voluntary organisation who helps people who are Homeless and those caught in addiction. We provide frontline services , practical supports, pathways towards recovery and innovative responses to the issues of drug use and homelessness in Ireland.

Our Vision is one of an "inclusive society" where the integration and well-being of all is supported and everyone is treated with Dignity and Respect. Our Mission is to work as a collaborative community to reduce the harm caused by addiction and homelessness. We provide accessible, high quality and effective services, which meet the complex needs in a non judgemental and compassionate way.

Main Duties and Responsibilities

• Work to increase the lifetime value of MQI supporters by helping them understand our work and the importance of their continued support in changing lives.

• Act as the first point of contact for incoming fundraising enquiries and activities, meeting and greeting visitors and donors who come to our office or prefer to phone us.

• Provide excellent service to MQI supporters on the phone, in person, online and in writing, handling enquiries, requests, donations and complaints in a prompt, efficient and thoughtful manner within agreed timescales.

• Conduct outbound calls to Merchants Quay donors to promote our work, thank them for their donations, and generate additional income.

• Build rapport with donors over the phone, understanding their needs and providing tailored solutions to generate leads and drive donations.

• Enter data onto the CRM database and maintain accurate records of donations, donors’ personal information, and any other data relating to fundraising, while adhering to all internal and GDPR procedures.

• Manage the processing, thanking and receipting of all donor income within agreed timescales and in line with strict procedures.

• Undertake other administrative activities for the fundraising department as required – e.g. welcome packs, purchase order system, direct mail returns, coupon management, and stockroom management.

• Run a system for managing all fundraising printed stock, materials and stationery held by the fundraising team, liaising with suppliers as necessary.

• Support other members of the Fundraising Team on communications and marketing campaigns, donor appeals, newsletters and community fundraising initiatives as required, including supporting the development of content, imagery and data cleaning.

• Identify and manage opportunities for donor care excellence and income generation for the fundraising and communications department.

• Demonstrate flexibility in working hours, including occasional evening and weekend work for donor events. A time-in-lieu policy is in operation

The ideal candidate will have:

• One year’s experience in a public-facing and/or administrative role.

• Excellent customer service skills on the telephone, in writing, and in person.

• Experience in CRM database management.

• Excellent planning and organisational skills, with a proven ability to multi-task and prioritise time and resources.

• Ability to work under pressure and maintain meticulous attention to detail and accuracy.

• Excellent numeracy skills.

• Excellent written and verbal communication skills.

• Excellent interpersonal skills, with the ability to build relationships with supporters and colleagues.

• Proficiency in MS Office applications, especially Excel and Word.

• Proven ability to work independently within a team environment.

• Fluency in written and spoken English.

• A Certificate in Fundraising is desirable.

• Education to degree level or equivalent is desirable.

• A collaborative, enthusiastic and positive attitude, with flexibility and adaptability.

• Previous telemarketing experience is a distinct advantage.

Salary

€28460 - €31700 per annum (dependent on experience)

Contract

Temporary/Seasonal (from August to the end of January)

Hours

37.5 hours per week

Location

Fundraising & Communications Dept, Head office, Merchants Quay.

This Position is subject to Garda Clearance.