Vacancy Reference Number:

DCHDO/LCC/FR/UK-R1

Position title:

Donor Care Help Desk Officer

Reports to:

Call Centre Manager

Location:

FLEXIBLE – with frequent attendance Required at Muslim Hands UK, 595-597 Commercial Road, London, E1 0HJ.

Hours of Work:

Full-time, 35 hours per week

Salary guideline:

Up to £22,000 (depending on experience)

Terms of Employment:

Permanent Contract (with a 6-Month Probationary Period)

Application Process & Closing Date:

Send an up to date CV and supporting Covering Letter by Email by no later than 24th January 2021

Approx. Interview & Role Commencement Date(s):

Interviews: As and When Suitable Candidates Identified

Start: ASAP thereafter

NB: -

• Strong Applicants may be contacted sooner, ahead of the closing date, to hold Zoom or Skype Interview with Muslim Hands
• Please include your Skype ID in your application.
• Muslim Hands reserves the right to end the application procedure early should the right candidate be found ahead of the ‘closing date’ [24th January 2021].

Donor Care Help Desk Officer

Muslim Hands is an international NGO working in over 40 countries around the globe. We are looking for a talented and enthusiastic individual to join our Donor Care team as a Donor Care Help Desk Officer.

We receive a large number of queries from donors and the general public whether via email, the website or other channels.

As a Help Desk Officer you will be responsible for:

• Managing all donor communications
• Working with others in the Donor Liaison and Contact Centre teams
• Ensure Donor queries are dealt with in a timely and professional manner.
• Drafting responses
• Escalating issues that require assistance from other staff and other related duties.

This a busy job in a fast-paced environment and is well suited to those who enjoy multi-tasking and striving for 100% donor satisfaction.

This job involves heavy use of our help desk software.

Training will be provided but you should be able to demonstrate strong technical skills. 

Essential Requirements:

• Ability to demonstrate current eligibility to work within the United Kingdom
• Must be able to either:

1. Provide a valid Disclosure Barring Service (DBS) certificate (issued within the last year) when requested by Muslim Hands; OR
2. Undertake to provide full cooperation for Muslim Hands to perform a DBS Check at the required level appropriate for this / similar role.

• To demonstrate Muslim Hands’ values and ethics in own working practices, approach and conduct
• To support with Fundraising activities from time-to-time, committing to partake in approximately 5-Live-TV-Appeals during our peak periods.
• To undertake any reasonable responsibilities as required by Line Manager
• To promote and adhere to all Muslim Hands Policies, Procedures and Professional Practices

• Customer / Donor Service experience
• Good time keeping and organisation skills
• Strong technical skills
• Confident and pleasant communication skills

Highly Desirable:

• Be well versed in different fundraising requirements and strategies.
• Similar NGO/Charity experience

If you feel you meet the above criteria and you have a strong commitment to Muslim Hands values, goals and beliefs as well as a desire to improve all of our donors' experiences please apply!

NB:-

• This Job Description / Specification is illustrative and non-exhaustive in scope. 
• The post-holder may be required to undertake any reasonable tasks as and when required by Line Manager from time to time to reflect the changing needs of the Organisation.
• Strong candidates applying from outside of London will be considered as this position could work remotely with occasional travel to the office if deemed necessary.
• Unfortunately, we will only be able to contact successful candidates so if you have not heard from us by the closure date unfortunately your application will have been unsuccessful.