Donor Care Officer

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 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 READ's 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 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

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 READs 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). Responsibilities include assisting donors, handling PDQ donations, distributing and collecting pledge forms, and supporting event logistics.
• 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.

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 unwavering in our dedication to creating a safe and secure environment for all, especially children and vulnerable adults. We maintain a zero-tolerance policy towards any form of sexual exploitation and abuse. To uphold this commitment, this role necessitates background checks and strict adherence to our safeguarding policies and procedures. By applying for this position, you acknowledge and pledge to uphold our safeguarding principles.

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 proven expertise in handling both inbound and outbound calls.
• At least 1 year of experience using a CRM system, with demonstrated proficiency. Strong knowledge and competency in Salesforce is highly desirable.
• Experience in accurate data entry and effectively managing multiple tasks while prioritizing complex workloads.
• Experience in a multidisciplinary role, demonstrating adaptability and collaboration.
• Skilled in engaging with stakeholders from diverse backgrounds.
• Passion for and knowledge of the international development sector.

Ramadan Special Working Environment

• Enjoy a fun, energetic, and lively atmosphere.
• Engage in congregational prayers and foster a sense of community spirit.
• Receive thorough training, including Zakat sessions led by a well-respected Sheikh.
• Immerse yourself in the Ramadan spirit with decorative elements enhancing the mood.
• Enjoy uplifting daily spiritual reminders, adding a meaningful touch to your work environment.
• Participate in enjoyable and healthy competitions that contribute to team spirit.
• Benefit from flexible working hours to accommodate your schedule during this busy month.
• Experience the joy of iftar provided on late shifts, creating a shared and supportive atmosphere.
• Seize the opportunity to earn while maximizing your spiritual rewards through impactful charity work.
• Receive ongoing training and support, ensuring personal and professional growth.

This job description outlines the present demands of the role. As tasks and obligations evolve in response to changes within the organisation and external factors, the specific duties and responsibilities may change from the details provided in this job description.

This job description outlines the present demands of the role. As tasks and obligations evolve in response to changes within the organisation and external factors, the specific duties and responsibilities may change from the details provided in this job description.

Skills

• Communication Skills: Clear and effective communication is essential for making outgoing calls to donors, providing information, and dealing with inquiries, complaints, and general queries.
• Customer Service: Being able to address donor needs, answer questions, and provide excellent customer service during inbound and outbound interactions.
• Attention to Detail: Accurate processing of donations, updating donor information, and maintaining the fundraising database require meticulous attention to detail.
• Data Management: Proficiency in managing donor data, processing donations, and ensuring the accuracy and integrity of the fundraising database.
• Organisational Skills: Managing donations processing systems, maintaining spreadsheets for reporting, and handling priority issues demand strong organisational abilities.
• Regulatory Compliance: Knowledge of GDPR regulations and adherence to IOF codes of conduct and Gift Aid rules to handle donor data and communication in a compliant manner
• Problem Solving: Ability to identify and resolve donor-related issues, complaints, and inquiries effectively and efficiently.
• Positive Attitude: Contributing to team morale and fostering a positive work environment through sociability, enthusiasm, and motivation.
• Multi-channel Communication: Proficiency in using various communication channels like phone, email, letter, and messaging apps to engage with donors and manage their preferences.
• Team Collaboration: Working collaboratively with the team to ensure seamless donor interactions and efficient donation processing.
• Adaptability: Being able to adapt to changing situations, donor preferences, and evolving responsibilities within the role.
• Reporting Skills: Building and maintaining spreadsheets for real-time reporting requires skills in data analysis and reporting.
• Empathy: Demonstrating empathy and understanding when dealing with donor concerns and complaints.

Behaviours 

• Communicates openly and transparently with management and colleagues, fostering trust, collaboration, and accountability.
• Demonstrates creativity, curiosity, and a commitment to skill enhancement.
• Receptive to constructive feedback.
• Displays enthusiasm for work quality and embraces technological advancements.
• Exhibits strong time management and workload organisation.
• Thrives in meeting deadlines and maintaining composure under pressure.
• Effectively engages with stakeholders internally and externally.
• Manages multiple tasks concurrently.
• Exemplifies meticulous attention to detail and commitment to excellence.