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Top job
Islamic Relief
SE1, London
£23026
The post holder will supervise IRUK's call centre and adminster the entry of data onto the fundraising database.
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Page 5 of 35
SE1, London
£23026
Contract, Part-time, Full-time
Job description

BASE LOCATION: London, Waterloo, UK

REPORTING TO:  

Supporter Relations Coordinator

LINE MANAGEMENT RESPONSIBILITIES: n/a

Islamic Relief:

Islamic Relief is an international relief and development agency striving to alleviate poverty and suffering around the world regardless of colour, race or religion. Established in 1984 in response to the widespread famine in Africa, Islamic Relief has grown to be a key, well known and respected aid agency in disaster relief and the on-going development of people in over 25 countries.  It specialises in Education & Training, Health and Nutrition, Water & Sanitation, Income Generation, Orphans’ Support, Emergency Relief and Disaster Preparedness.  Islamic Relief is a member of the Disasters Emergency Committee (DEC) and is an implementing partner for DFID, ECHO, the World Food Programme and UNHCR.

PURPOSE OF DIVISION (IRUK)

Islamic Relief UK (IRUK) is a Strategic Business Unit (SBU) that is part of Islamic Relief Worldwide. IRUK’s focus is strengthening effective funding, mobilising for change through advocacy and awareness-raising and strengthening programme development and delivery. IRUK works with various partners and institutions, from governments, non-governmental organisations and local authorities to grassroots communities.

JOB PURPOSE:

To manage IRUK’s switchboard and phone enquiry system and to administer the entry of data on the fundraising database. This will include processing donations, updating supporter details and maintaining supporter records and ensuring that information held is accurate, appropriate and up to date.

BASE LOCATION: London, Waterloo, UK

REPORTING TO:  

Supporter Relations Coordinator

LINE MANAGEMENT RESPONSIBILITIES: n/a

Islamic Relief:

Islamic Relief is an international relief and development agency striving to alleviate poverty and suffering around the world regardless of colour, race or religion. Established in 1984 in response to the widespread famine in Africa, Islamic Relief has grown to be a key, well known and respected aid agency in disaster relief and the on-going development of people in over 25 countries.  It specialises in Education & Training, Health and Nutrition, Water & Sanitation, Income Generation, Orphans’ Support, Emergency Relief and Disaster Preparedness.  Islamic Relief is a member of the Disasters Emergency Committee (DEC) and is an implementing partner for DFID, ECHO, the World Food Programme and UNHCR.

PURPOSE OF DIVISION (IRUK)

Islamic Relief UK (IRUK) is a Strategic Business Unit (SBU) that is part of Islamic Relief Worldwide. IRUK’s focus is strengthening effective funding, mobilising for change through advocacy and awareness-raising and strengthening programme development and delivery. IRUK works with various partners and institutions, from governments, non-governmental organisations and local authorities to grassroots communities.

JOB PURPOSE:

To manage IRUK’s switchboard and phone enquiry system and to administer the entry of data on the fundraising database. This will include processing donations, updating supporter details and maintaining supporter records and ensuring that information held is accurate, appropriate and up to date.

KEY WORKING RELATIONSHIPS

Regular communication with line manager and SRU colleagues to ensure that the duties of the department are fulfilled effectively.

SCOPE AND AUTHORITY

The role is to manage the IRUK switchboard and enquiries via phone and email. Assistants will also be responsible for updating and maintaining supporter records on Raisers Edge database. Follow a routine in daily tasks set by the line manager. Ensure that the correct donation categorisation is allocated when processing donations. In addition, the job holder provides administrative support to the unit. Day to day database maintenance tasks, updating records and maintaining accuracy.

Assisting with the call centre during campaign season (Ramadan, Orphans, Emergency/DEC Appeals, Outbound calling campaign).

Scope of the Role:

  • The role is to manage the IRUK switchboard and enquiries via phone and email. Assistants will also be responsible for updating and maintaining supporter records on Raisers Edge database. Follow a routine in daily tasks set by the line manager. Ensure that the correct donation categorisation is allocated when processing donations. In addition, the job holder provides administrative support to the unit. Day to day database maintenance tasks, updating records and maintaining accuracy.
  • Assisting with the call centre during campaign season (Ramadan, Orphans, Emergency/DEC.

Responsibility for Resources:

  • This role is responsible for ensuring that data on Raisers Edge is accurate, updated and accessible and managing the IRUK switchboard and enquiry line.

KEY ACCOUNTABILITIES

The job holder is accountable for fulfilling his or her roles and responsibilities in line with Islamic values and principles of fairness, humanity, honesty, respect and fair treatment of his/her colleagues and staff. The following are the main responsibilities that the role holder will be accountable for:

  1. Managing the phone lines and online enquiry systems:
  • To be the first point of contact for the callers of IRUK and ensure a high level of customer service is delivered and maintained
  • To manage switchboard calls, deal with enquiries and the processing of donations efficiently whilst communicating professionally at all times
  • To manage all the enquiries via the various email inboxes and postal enquiries
  • Donor care of IR individual donors. This includes selection of suitable fulfilment in response to donations and the successful handling of any donor enquiries, instructions and complaints and communication with donors by mail, phone and email
  • Achieve the best possible outcome for IR from each customer contact. This will involve pointing customers towards an engagement with IR that is the most suitable for the customer and the most beneficial for IR. Promote and effectively communicate Islamic Relief’s various projects, funds and campaigns including the Gift Aid scheme.
  1. Receiving and processing donations
  • To open post, to sort, batch and process supporter donations onto the database
  • Maintaining mail statistic for donations received through the post
  • Counting cash collections received Waterloo office
  • Carry out banking for postal donations received through the departments
  • Ensure all payments are processed, reconciled and banked within a secure environment, ensuring that credit card data is protected and held securely in-line with business rules
  • Processing postal donations, Branch Receipt Books, Bank Transfers, Payroll Giving and CAF donations ensuring that the correct fund and appeal code is allocated to supporter records within agreed timescale
  • Logging and processing the event forms from CFV team
  • Following up with pledges made at events
  • Setting up direct debits and standing orders
  • Data cleaning: update on a regular basis supporter records with amendments such as ‘No Mailing’ status; identify duplicate records and incomplete address lines
  • Keeping up to date with changes in procedures and processes in donation related work e.g. ways of capturing and entering data
  1. Administration
  • Filing Gift Aid Declarations, standing order mandates, direct debits and donation coupons
  • Ensure all filing and paperwork storage is maintained to the highest standards
  • Administration of Direct debit cancellations and amendments
  • Administration of Standing order, Direct debit cancellations and missed payments.
  • Processing Lodgements for Donation Station donations and Providing support and guidance to Donation Station users to enable them to process donations competently and correctly
  • Handle enquiries relating to Donation Station processing
  • Constantly monitor and look to improve the qualitative effectiveness of the work produced by the SCU team. This will include working on your own initiative to effect measurable improvements in supporter care and data quality
  • Handle Waqf-related enquiries and ensure information is sent to and received from the Waqf Department in a timely manner, particularly where it affects Waqf donors
  • Responsible for preparing acknowledgements, deeds, and reports to donors
  • Contribute to the efficient running and good practice of the SRU Department and undertake other initiatives as required
  1. Call Centre Supervision
  • Assisting with the induction and training for volunteers.
  • Managing the call centre during campaigns season. This includes working flexible hours to ensure sufficient supervision is provided (working unsociable hours during peak times as well as weekends.)
  1. Project Work
  • Be involved in department or organisation project teams or working groups where appropriate
  • Providing additional support to the SRU team as and when necessary such assisting with departmental projects. E.g. DEC/Charity Week and working on orphans reports when requested
  • Volunteer Management. This includes managing office volunteers and managing the pool of Live appeal Volunteers. Assist with the volunteer training, overseeing it on the night and arranging transportation when needed.
  1. Project Work
  • Effectively deal with complaints, ensure learning from complaints is taken on board. Implement and develop processes for monitoring and report against IR’s centralised complaints procedure
  • Work closely with key departments within IRUK to ensure that all communications to supporters is kept up to date and that service to supporters is co-ordinated and continuous.
  • Participate in meetings requested by line manager and to ensure that decisions from any meetings are followed up
  • Liaise with relevant external organisations as and when required
  • Work flexibly according to the demands of the organization and carry out any duties with the competence of the post holder, assigned by the Supporter Relations Coordinator including managing and taking part in Live appeals when required
  • Contribute to the effective and efficient running of Islamic Relief as appropriate Participate, as appropriate, in Staff forums and Meetings
  • Adhere to Islamic Relief’s Policies and Procedures
  1. General Duties
  • Be flexible within the broad remit of the post
  • Comply with organisational policies and practices
  • Encourage effective cross departmental working through personal example
  • Keep professional knowledge and expertise up to date
  • Attend internal and external meetings as required and contribute positively.
  • Undertake any other duties commensurate with this post as reasonably requested by the line manager
  • Represent Islamic Relief to the wider community as appropriate to role and authority
  • Treat all colleagues, volunteers and members of the public with dignity and work within and adhere to Islamic Relief’s equal opportunities statement and polices.
  • Ensure professionalism and credibility at all times.
  • Undertake any other tasks or projects as deemed appropriate by line manager within the scope of the role.
  • To upkeep the reputation and values of Islamic relief at all times.

PERSON SPECIFICATION

It is essential that the post holder shows a good understanding and empathy with the Islamic values and principles as well as commitment to Islamic Relief’s vision and mission.

Essential Criteria:

Experience

  • Demonstrable experience in a similar role
  • Experience of using databases
  • Excellent telephone manner
  • Experience of working with sensitive information

Skills, Knowledge and Attributes

  • Good levels of computer skills with experience of working with databases and competent in Microsoft Office applications such as Word and Excel.
  • Fast and accurate data entry skills
  • Good standard of numeracy
  • Proven administrative skills
  • Good written skills
  • Ability to work in a methodical manner with attention to detail
  • Ability to organise and prioritise own work and meet deadlines
  • Must be a team player as well as being able to work on own initiative
  • Strong empathy for the aims and work of Islamic Relief
  • Knowledge of Data Protection Act

Desirable Criteria:

  • Experience of working with volunteers

Personal Qualities

  • A genuine passion for making a difference
  • Understanding of and affinity with Islamic Relief values

Other requirements

  • Willingness to work longer hours, including weekends, during peak campaigns and emergencies.
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About
Islamic Relief

Islamic Relief is an international relief and development charity which envisages a caring world where people unite to respond to the suff... Read more

Refreshed on: 17 February 2020
Closing date: 27 February 2020
Job ref: SRA-12072020-JAP
Tags: Admin

The client requests no contact from agencies or media sales.

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