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Job Description & Person Specification
Donor Care Officer
Salary: Competitive £12.50 per hour
Contract: Casual/Part-Time
Hours: Rotational (8 – 40 hours a week)
Location: Manchester M14 6AX
Reports to: Donor Care Team Leader / Donor Care Manager
Closing Date: 1st November 2025
We are unable to sponsor applicants for visas for this particular post. Applicants must be resident in the UK and have the Right to Work in the UK.
About READ Foundation
READ Foundation is a UK-based registered charity working to provide access to quality education to vulnerable children in our regions of work. We create opportunities for orphan and needy children to go to school, gain an education and build a better life for themselves. We currently focus on constructing new schools, providing sponsorship for orphans and are now expanding our educational portfolio to reflect the large humanitarian and development needs ongoing throughout the world.
About Donor Care
The Donor Care department at READ is essential to the organisation's success, fulfilling its role as the primary hub for customer service and income generation. Through various communication channels, including telephone, email, letters, and WhatsApp, the department handles donor queries, engaging in both inbound and outbound calls to provide exceptional support and guidance. This dynamic contact centre ensures that donors receive the assistance they need at every interaction. Comprised of the Pledge Team, Orphans Team, and Payments Support Team, this department collectively contributes to donor acquisition, retention, and financial resilience.
The Pledge Team manages donation processing, including donations arising from UK and international fundraising events, handling pledge forms, processing contributions, and performing courtesy calls. The Orphans Team oversees the donation aspect of READ's Orphan Sponsorship program and excels in Sponsorship retention and data management. The Payments Support Team addresses payment issues promptly, ensuring a consistent income stream and supporting financial planning.
Together, these teams uphold the organisation's sustainability and effectiveness in achieving its philanthropic objectives.
Purpose of Job
The Donor Care Officer is a key role within READ Foundation, contributing directly to donor care excellence and income generation. This position acts as a central hub for donor engagement and support, ensuring that donors receive a professional and seamless experience at every stage of their journey with READ.
The role is dynamic in nature, with day-to-day tasks varying according to organisational priorities, departmental needs, and the Officer’s competency. While outbound calling plays an important part in seasonal campaigns (primarily during Ramadan and Dhul Hijjah), the core focus remains on year-round donor management, compliance, and administration.
Core Departmental Tasks
Donor Care Officers may be assigned to some or all of the following tasks, depending on team needs and individual competency:
* Pledges: Process and manage donations and pledges from fundraising events; track and follow up on outstanding pledges; support pledge conversion rates.
* Gift Aid Compliance: File, process, and audit Gift Aid Declarations to ensure HMRC compliance, including addressing incomplete or missing information.
* Orphan Sponsorship Renewals: Support renewal and retention activities using a variety of touchpoints and tailored communication.
* Direct Debit Retention & Payments: Manage recurring donations, resolve missed or failed payments, and troubleshoot donor payment issues.
* Inbound Donor Support: Handle donor queries via calls, emails, and other channels with professionalism and care.
* Administration: Provide accurate and timely administrative support across donor-related processes.
Working Hours
Required
You have no guaranteed hours of work in any given week and any hours of work provided will be variable. In some weeks you may not be required to work any hours. Payment will only be made for actual hours worked and therefore no payment will be made for weeks where you are not required to work. When work is offered, it will cover the following hours:
* Monday to Friday: 9:00 AM – 5:00 PM (hours may fluctuate depending on team allocation and task requirements).
* Weekends: 12:00 PM – 4:00 PM (seasonal or ad hoc, as required).
Shift patterns and workloads vary throughout the year, depending on organisational priorities such as fundraising events and campaigns.
Important Disclaimer
This position is offered on a zero-hour contract basis. Due to the nature of the role, workloads can fluctuate, and flexibility is required. While there is no guaranteed minimum number of weekly hours outside of seasonal campaigns, there will be times when staff are expected to work a set minimum.
* During Ramadan, all Donor Care Officers are expected to commit to a minimum of 24–30 hours per week, with flexibility for evening and weekend shifts.
* Attendance at the mandatory pre-Ramadan training sessions on 14th and 15th February 2026 is required.
Further details regarding shift patterns and expectations will be discussed during the interview process.
Main Responsibilities
* Initiate proactive outreach to donors to maximise income generation.
* Showcase in-depth knowledge of READ's projects and services to inform and engage donors.
* Effectively handle incoming calls and address donor inquiries.
* Proficiently process a variety of donations (credit cards, direct debits, bank transfers, etc.).
* Maintain the accuracy and currency of the fundraising database.
* Oversee donation processing systems, including form scanning, allocation, acknowledgement, and recordkeeping.
* Fundraising Event Support: Attend and assist at READ Foundation fundraising events and mosque collections as required (at minimum, at Manchester-based events).
* Ensure strict adherence to GDPR regulations, promptly responding to donor preferences across communication channels.
* Facilitate communication with donors on various topics, such as missed donations, renewals, and pledges via multiple communication methods.
* Maintain and update real-time event donation tracking reports and excel sheets.
* Expertly manage communication, including information requests, complaints, and general inquiries.
* Precisely input new donor data and update records as needed.
* Skilfully resolve donor complaints and issues.
* Positively contribute to team morale through approachability, sociability, and a strong work ethic.
* Volunteer to support the charity's fundraising events by assisting donors, handling PDQ donations, distributing and collecting pledge forms, and helping with event logistics.
* Provide support with administrative tasks across various departments (ad-hoc).
Instructions to Apply
Please apply with your CV and supporting outlining how your skills and experience meet the person specification for the post.
Successful applicants will be subject to relevant reference and identification checks.
Due to the volume of applications, we may be unable to respond to all candidates. If your application is short-listed, we will get in touch. If you have not heard from our team within 2 weeks, please assume your application has not met the criteria on this occasion.
No agencies please.
Thank you for your interest in READ Foundation, we look forward to receiving your application.
Safeguarding
Commitment to Safeguarding and Protection from Sexual Exploitation and Abuse (PSEA)
All staff members, regardless of their role or level within READ Foundation are required to uphold READ Foundation’s safeguarding standards and commit to the prevention of sexual exploitation and abuse (SEA).
Key Responsibilities
* Adhere to READ's Safeguarding and PSEA Policies and Code of Conduct at all times.
* Report any safeguarding concerns or SEA incidents they become aware of, following READ's reporting mechanisms.
* Participate in mandatory safeguarding training and refresher sessions.
* Cooperate in good faith with any safeguarding investigations, audits, or reviews conducted by READ.
* Promote a culture of safeguarding within their respective roles and ensure that safeguarding risks are identified and mitigated.
* Failure to comply with these safeguarding responsibilities may result in disciplinary action, including termination of employment, in line with organisational policies.
Safeguarding Commitment: At READ Foundation, we are dedicated to creating a safe environment for all, with zero tolerance towards sexual exploitation and abuse. This role requires background checks and adherence to safeguarding policies. By applying, you acknowledge and pledge to uphold safeguarding principles.
Requirements
Person Specification
Knowledge
* Hold A-level or equivalent qualifications, with a minimum of a B grade in English at GCSE/A level.
* Fluent in English, with excellent verbal and written communication skills.
* Proficiency in multiple languages, including English, Urdu, and Punjabi.
* Strong familiarity with database operations and reporting tools.
* Advanced proficiency in Excel, including data analysis, formulas, and reporting.
* Proficient in Microsoft Office software.
Experience
* Minimum of 1 year of experience in a charity or customer service environment, particularly in a contact centre role with inbound and outbound calls experience.
* At least 1 year of experience using a CRM system; Salesforce experience highly desirable.
* Experience in accurate data entry and managing multiple tasks while prioritising complex workloads.
* Experience in a multidisciplinary role, adaptability and collaboration.
* Skilled in engaging with stakeholders from diverse backgrounds.
* Passion for and knowledge of the international development sector.
Skills
* Communication skills: Clear and effective communication for donor interactions.
* Customer Service: Ability to address donor needs and provide excellent service.
* Attention to Detail: Accurate processing of donations and data.
* Data Management: Proficiency in donor data management and reporting.
* Organisational Skills: Managing donations processing systems and reporting.
* Regulatory Compliance: Knowledge of GDPR and Gift Aid rules.
* Problem Solving, Empathy, Multi-Channel Communication, Team Collaboration, Adaptability, Reporting, and other related competencies.
Behaviours
* Open communication, collaboration, accountability.
* Creativity, curiosity, willingness to improve skills.
* Receptive to feedback; enthusiastic about work and technology.
* Time management and ability to meet deadlines; calm under pressure.
* Stakeholder engagement; multi-tasking; attention to detail and excellence.
Seniority level: Entry level
Employment type: Part-time
Job function: Other
Industries: Consumer Services
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