Donor Care Leader, Dublin
Our vision, our mission and our work are all defined by one goal – ending extreme poverty, whatever it takes. We believe that no-one should have to live in fear that they won’t have a home to sleep in or enough food to feed their children. For over 50 years we have been working with the world’s poorest people towards this goal.
Today we are a team of over 4,400 highly skilled and dedicated professionals from 50 countries who share an exceptional depth and diversity of experience. We want committed, values driven staff to join our Dublin team and are currently looking for a Donor Care Leader to be part of our Donor Care department.
We are committed to providing our staff with the skills needed to excel in their jobs. Concern offers in-house management and leadership courses and tailored organisation-wide learning opportunities both in-person and online. All employees are required to undertake training in equality, diversity and inclusion; the Code of Conduct; and safeguarding, along with any other training required for the role.
Our culture is values driven and friendly. A global engagement survey conducted in 2022, responded to by 3,577 of our staff, showed that 89% of our staff would happily recommend Concern as a great place to work and 94% are proud to tell people that they work for Concern.
Our office is in Dublin 2 and we are currently working a hybrid model (20% remote working for this role) and offer flexi time.
The job: Donor Care Leader
As a Donor Care Leader you will be responsible for the direct supervision of the Donor Care Team. You will ensure the Donor Care Team provide an efficient, effective and friendly service to Concern donors, suppliers and volunteers. Your role will have a focus the management of processing income, ensuring Donor Care’s operational plan is in line with daily/monthly/annual KPI’s/SLA’s set out by the Donor Care Manager, and increasing donor retention, in order to help deliver growth in income for Concern. You will also act as the Deputy for the Donor Care Manager in their absence.
It is a great opportunity to put your managerial skills into practice, as you work with multiple, diverse teams across the organisation, in particular the Fundraising Teams, CRM Team, and Finance Team. It also is a chance to put into practice your planning and coordination skills across a team that is dependent on high standards when it comes to day-to-day operations running effectively and efficiently across different teams and systems.
If you think this is the right job for you and you are motivated by working with an organisation that gives you a great sense of purpose, and is Ireland’s largest aid and humanitarian agency that works with the world’s poorest people, in some of the hardest to reach and most fragile places on our planet, then this is the job for you.
Direct Reports: Tax Administrator, two Banking Administrators and two Donor Care Assistants.
Indirect Reports: Five other members of the Donor Care Team reporting directly to the Donor Care Manager.
Pay Band: 4 (€45,535 – 52,040 per annum)
Contract: Full time, permanent role
Key Responsibilities:
Contribute strategically and tactically to the achievement of Concern’s Development & Fundraising Strategic Plan.
Processing Income
Leads on the management of processing donations, including:
Daily identification, recording, reconciliation and batching of income (including regular giving) received through post/web/inbound and outbound calls.
Managing data entry within the Donor Care Team to ensure efficient and accurate entry of donation details onto our database Microsoft Dynamics.
Reporting to the Donor Care Manager on KPIs & SLA performance against targets.
To liaise with the Donor Care Manager on the management of the regular giving process. This will include standing orders, direct debit and credit card processing.
Responsible for the production and signatory of monthly direct debit files prior to final submission to bank.
In conjunction with CRM Team:
Ensure all regular giving systems are functioning correctly.
Ensure all staff are fully trained on all the relevant systems.
Ensure the data entry of new regular givers, dispatch of relevant welcome packs, processing of transactions, and handling regular giving queries are delivered as per SLA.
To lead and liaise with the Donor Care Manager and CRM Team on the production and submission of tax claims relevant to the Charitable Donation Tax Scheme. Ensuring that Donor Care staff are fully trained in the tax reclaim process.
Responsible for managing and supervising financial batch operations, including:
Final posting.
Reconciling income with our Finance Team on a monthly/annual basis.
Preparing financial income for annual external audit.
Ensuring relevant systems and processes are in place to meet operational requirements.
Donor Retention
Through the management of the Donor Care Team members, support the delivery of the Development & Fundraising Teams objective of increasing donor retention rates, improving the supporters’ journey, and delivering growth in donor lifetime values.
Lead on the management of the Donor Retention Operational Plan, specific to Donor Care’s remit.
Monitoring and reporting on the performance of Donor Care retention campaigns & tasks against KPIs and targets. Identify trends and determine improvements. Ensure improvement actions are followed through to conclusion to ensure continuous improvement.
Lead the Donor Care Team on corresponding with supporters and stakeholders, using creative and engaging methods of communication, including written, verbal and electronic mechanisms.
Management of Team and Operations
Line manage Donor Care staff, conducting regular one to one and annual performance reviews. Record statistics and the performance levels of Donor Care staff for reference in performance reviews.
Review, monitor and report to the Donor Care Manager on key performance indicators, including the quality and speed of Donor Care transactions, inbound and outbound calling reports, with responsibility for implementing timely, appropriate adjustments where necessary.
Oversee the management of the complaint process, ensuring that all written and verbal queries from the public and supporters are dealt with. Ensure donor satisfaction levels is reported to the Donor Care Manager on a quarterly basis.
Work with the Donor Care Manager regarding Data Protection/GDPR, PCI compliance, and Charitable Donations Scheme.
Ensures that all activity is carried out in full compliance with Concern’s financial and administrative policies and procedures.
To lead on the development and maintenance of systems, records and procedures to guide and support the integrity of operations.
Manage Donor Care staff and operations as per the Donor Care Emergency Operational Plan to support the delivery of an emergency fundraising appeal.
Undertake project work as directed by the Donor Care Manager.
Skills you will bring:
Essential:
Experience in customer service or similar charitable environment as a team lead or manager.
Strong leadership skills with the ability to motivate staff to achieve their KPI’s.
Ability to plan and manage resources and lead a diverse team.
Excellent interpersonal skills to lead and motivate staff, volunteers and supporters.
Excellent analytical skills with ability to solve complex and diverse problems.
Innovative thinker, able to work on own initiative.
Strong communication skills.
Strong written and proof-reading skills, with excellent attention to detail.
Proven ability to deliver change management effectively with a team.
Extensive knowledge of administrative/financial and office procedures.
Technical ability including computer skills in a range of software packages including Microsoft Word, Excel.
A commitment to Concern’s work with people in the developing world.
Desirable:
Previous working experience with Dynamics 365, and a knowledge of NFP database systems
Previous experience with processing Revenue claims for taxable donations.
Previous experience with processes of SEPA Direct Debits
Familiarity with GDPR regulations
Previous experience in copy writing
We encourage all eligible candidates, irrespective of gender, ethnicity and origin, disability, political beliefs, religious beliefs, sexual orientation, or socio-economic status to apply to become a part of the organisation. Concern is against all forms of discrimination and unequal power relations and is committed to promoting equality.
If this role sounds right for you, please apply with your CV and cover letter. We will respond to every applicant. Please be aware we may offer positions before the closing date.
If you have any concerns about our recruitment process and need particular assistance – for example if you have a visual impairment or are neuro-divergent – please let us know and we will do our best to accommodate you.
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To apply for this job please visit jobs.concern.net.