Donor Care Events Lead (pledges)

Job Description & Person Specification

Donor Care Events Lead (pledges)

Salary:             £27,000 per annum

Contract:         Permanent
Hours:             Full-time, 40 hours per week

Location:         Manchester, M14 6AX

Reports to:      Donor Care Manager / Donor Care Team Leader

Closing Date:   Rolling

Applicants must 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, to gain an education and build a better life for themselves.

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 adeptly 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 plays a critical role in managing all aspects of donation processing, including donations arising from both UK and international fundraising events. They meticulously handle pledge forms, process contributions, and conduct courtesy calls, ensuring seamless donor engagement and support. Meanwhile, the Orphans Team oversees the donation aspect of READs flagship Orphan Sponsorship program and excels in Sponsorship retention and data management. Simultaneously, the Payments Support Team addresses payment issues promptly, ensuring a consistent income stream and supporting the organisation's financial planning.

Together, these teams uphold the organisation's sustainability and effectiveness in achieving its philanthropic objectives.

Purpose of Job

The Donor Care Project Lead (Pledges) is a key position within the READ Foundation, serving as the primary link between the Donor Care and Fundraising departments. This role offers an incredible opportunity to be at the forefront of one of our most significant income generation streams, managing pledge activities from initial donor contact to final fulfilment.

You will have the unique chance to attend and support numerous charity events across the country, connecting with some of the world’s leading scholars and influencers. This role requires dynamic leadership and strategic vision to optimise processes and drive team performance, ensuring we make a substantial impact on our mission to provide quality education to vulnerable children.

As the Donor Care Project Lead, you will be instrumental in resource planning, team development, and enhancing donor engagement and retention. Your efforts will directly contribute to the success of our fundraising initiatives and the continued growth of our charitable impact.

Main Responsibilities

Included but not limited to;

• Attend/arrange for representation of DC all charity events and tours primarily to process pledge donations.
• Support event logistics as needed and supervise volunteers.
• Engage personally with donors at events by manning the READ desk, answering questions, assisting with pledge forms, and building rapport.
• Assist with local Jummah collections and mosque collections during Ramadan.
• Plan and allocate resources ahead of events to ensure timely processing of pledge forms and maximise pledge conversions.
• Manage the Pledge Team, including monitoring performance against set KPIs and overseeing daily operations.
• Manage and maintain all WhatsApp communications related to pledges, ensuring timely and professional responses to uphold excellent customer service standards.
• Provide training, coaching, and support to the Pledge Team.
• Work closely with fundraisers, conducting weekly meetings to discuss progress, tasks, and succession planning.
• Serve as the liaison between the Donor Care and Fundraising teams.
• Develop new and enhance existing processes to ensure optimal efficiency of Pledge Management.
• Prepare financial reports and ensure accurate record-keeping of all event-related transactions.
• Assist the Fundraising Manager with administrative tasks and event logistics.
• Provide daily reports to the Team Leader and Donor Care Manager on performance and progress.
• Ensure the timely processing of all pledge forms and donations from events as per the agreed processes.
• Produce and maintain dashboards on Salesforce and Excel to monitor event performance and conversion rates using real-time data.
• Produce monthly and ad hoc reports for the Senior Management Team (SMT) and the Donor Care Manager.
• Analyse trends and data, such as new donor acquisition.
• Help fundraisers conduct invitations, support ticket sales, and send feedback.
• Develop donor retention strategies.
• Work closely with fundraisers to cultivate relationships with high-net-worth donors.

Important Disclaimer: Most of the tasks will be completed by you; however, during busier periods and tours, you will have 1-3 staff members to support you. You will also be responsible for their attendance, performance, and development, alongside the team leader.

Training and Development:

• Provide comprehensive training to the pledge team to enhance their performance and help them achieve their targets.
• Offer one-to-one support to team members, addressing and resolving any issues they may encounter.

Supervision and Performance Monitoring

• To search and recruit for sutiable candiates to join and enchance the team (internally).
• Keep a record of staff peromances and have individual targets set per subordinate.
• To have weekly meetings with the team members to discuss current performance and future plans.
• Provide one-to-one support to staff to help them deal with any issues they may be facing.
• To ensure staff morale is high, creating and maintaining a positive working environment.
• Training the relevant subordinates on the team to assure they maintain imaculate. customer service on and off the phones in response to the donors needs.

 Administration

• Maintain and develop new administrative procedures/systems by updating records and ensuring the maintenance of physical and electronic documents/data to keep all records as secure and accurate as possible for business efficiency purposes.
• Provide secretarial support, including transcribing, arranging and participating in meetings, minute taking, follow-up filing/data input, routing correspondence, drafting and circulating communications as required, and securing confidential sensitive information.
• Update/input transactions onto all logs/systems, including Salesforce, to ensure records are secure and accurate for business efficiency purposes.

This job description reflects the current requirements of the post. As duties and responsibilities change and develop due to changes in organisational and other circumstances, so the actual duties and responsibilities will vary from the particulars of this job description. 

Special Working Conditions  

• Work occasional flexible hours including evenings and weekends.
• Minimum Weekly Hours: The role requires a minimum commitment of 40 hours per week, Monday to Friday from 9:00 AM to 5:00 PM.
• Shift Flexibility: During busier periods, such as Ramadan, shift times may vary to accommodate operational needs.
• Ramadan Night Shifts: Night shift coverage during Ramadan is expected, typically extending until 10 or 11 PM. This responsibility will be scheduled on a rotating basis among team leaders.
• Participation in Fundraising Events: Attendance and active participation in our fundraising events and tours are expected. Expenses related to participation will be covered by the organisation.

 Instructions to Apply

Please apply with your CV and supporting letter outlining how your skills and experience meet the person specification for the post.

Two satisfactory references will be required upon conditional offer 

Person Specification

Knowledge:

• Proficient in written and spoken English with effective communication skills at all organisational levels.
• Demonstrated experience in CRM systems, particularly Salesforce, and competency in Microsoft Excel is essential.
• Understanding of performance management principles.
• Practical expertise in addressing customer queries and providing exceptional customer care.
• Familiarity with database management and reporting tools.

Experience:

• At least 1 year of experience within a charity or similar non-profit environment desired.
• Minimum of 1 year of customer service experience in a contact centre required.
• Previous experience in juggling a demanding workload.
• Proven track record in achieving targets
• Experience in staff management and leadership required.
• Proficiency in data exporting, analysis, and reporting required.

Non-Technical Competencies:

Communication Skills:

• Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely.
• Active listening skills to understand donor needs and concerns and provide appropriate solutions or assistance.

Customer Service Orientation:

• Strong commitment to providing exceptional customer service, with a focus on exceeding donor expectations and building long-term relationships.
• Empathy and patience in dealing with donor inquiries and resolving issues in a timely and satisfactory manner.

Problem-Solving and Decision-Making:

• Analytical thinking and problem-solving skills to identify root causes of donor issues and develop effective solutions.
• Ability to make sound decisions under pressure, balancing donor satisfaction with organisational goals and priorities.

Teamwork and Collaboration:

• Proven ability to work collaboratively in a team environment, fostering a culture of cooperation, respect, and mutual support.
• Experience in effectively delegating tasks, coordinating efforts, and achieving shared objectives.

Leadership and Motivation:

• Strong leadership qualities, including the ability to inspire and motivate team members to achieve excellence and exceed performance expectations.
• Demonstrated resilience and adaptability in navigating challenges and driving continuous improvement within the team and department.

At READ Foundation, we prioritise safety for all, especially children and vulnerable adults, with a zero-tolerance policy on sexual exploitation and abuse. This role requires background checks and strict adherence to safeguarding policies. By applying, you agree to uphold our safeguarding principles.

Company benefits

The position also comes with the following benefits:  

• 32 days annual leave (including Bank Holidays and company-wide holidays)  
• Awards for employee of the year  
• Investment in training, professional growth and development   
• Occupational Pension Scheme  
• Health cash plan

READ Foundation is committed to diversity and equality of opportunity in all aspects of our work, along with encouraging a healthy work life balance.