Donor Care & Telemarketing Specialist

Merchants Quay Ireland; Dublin; On-site; EUR 28,000 - 32,000; Full time

Job summary

Merchants Quay Ireland is seeking a Donor Care and Telemarketing Administrator to support the Fundraising Communications team at our Head Office in Dublin. The role focuses on delivering excellent donor care, performing outbound telemarketing, data entry, and general admin tasks to grow fundraising income.

You will manage donor communications across channels, maintain CRM data with accuracy, and contribute to campaigns, events and content.

Qualifications

• 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 the ability to multi-task.
• Meticulous attention to detail and accuracy under pressure.
• Excellent numeracy and communication skills.
• Fluency in written and spoken English.
• Previous telemarketing experience is an advantage.

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.

Skills

Public-facing experience

Administrative experience

Customer service

CRM database management

Planning and organisational skills

Attention to detail

Numeracy skills

Written and verbal communication

Interpersonal skills

Education

Certificate in Fundraising (desirable)

Degree level or equivalent (desirable)

Tools

Excel

Word

Job description

Merchants Quay Ireland is seeking a Donor Care and Telemarketing Administrator to support the Fundraising Communications team at our Head Office in Dublin. The role focuses on delivering excellent donor care, performing outbound telemarketing, data entry, and general admin tasks to grow fundraising income.

You will manage donor communications across channels, maintain CRM data with accuracy, and contribute to campaigns, events and content.