Main Responsibilities

  • Inbound / Outbound Calls to Donors
  • Building new relations and retaining existing donor
  • Handling customer inquiries via telephone and email
  • Measuring performance
  • Continually improve efficiency of the department and systems
  • Motivate colleagues
  • Achieving set KPI targets
  • Advising donors of efficient and secure payment methods i.e. direct debits
  • Informing donors of current projects
  • Ensure donor receipts are sent out in a timely manner
  • Corresponding with donors in appropriate format i.e. written, email or phones
  • Improving orphan database and retention system
  • Update information accurately
  • Ensure data base complies with our Privacy, Cookies statement, Refunds Policy and any other customer related policies.
JOB TITLE Donor Care Operator
HOURS Full time Equivalent (37.5 hours)
SALARY £8.21 per hour (depending on age minimum wage)
LOCATION Denton, UK based
REPORTS TO Donor Care Supervisor / Donor Care Co-ordinator

Leadership Skills

  • To promote Syria Relief’s vision and mission and to uphold the Charity’s values in all day-to-dayactivities and delivery of services.
  • To contribute to the Charity’s objectives, Risk Register and Assurance Framework.
  • To ensure that Syria Relief develops a culture that promotes equality and diversity and thatthe service you provide meets the needs of all stakeholders. This may involve the development andmonitoring of policies and procedures to ensure the services you provide are inclusive to all.
  • To participate in Syria Relief related events as and when required.
  • In accordance with the Health and Safety at Work Act (1974) and subsequent legislation, the post holder is required to undertake a proactive role in the management of risks in all their actions; this includes:-
  • Undertaking risk assessments in line with the Syria Relief risk assessment process;
  • Reporting all incidents, near-misses and hazards in line with the Syria Relief’s reporting
  • arrangements and systems
  • Undertaking a statutory duty of care for your own personal safety and that of others
  • Attending all statutory and mandatory health and safety training, appropriate to the role.
PERSON SPECIFICATION
Qualifications/Training Essential Desirable
GCSE English X
GCSE Business or IT X
Experience
Data bases X
Project management X
Call centre management, KPIs X
Recording and reporting information accurately X
Customer service X
Data Input X
CRM systems X
Knowledge and Skills
Excellent communication and presentation X
Analytical and interpretive X
Key board accuracy X
Data Protection Act (2018) X
Handling difficult people X
Confidentiality X
A willingness to work variable hours, with occasional weekend and evening work X
Please refer to this document carefully when completing your application form and preparing for your interview. You must demonstrate how you meet the criteria on your application.

Application procedure

1 Attach your CV or fill

application form.

2 A covering letter briefly outlining how you meet the required qualities and skills and how you would manage the key duties and responsibilities and where appropriate, evidence (maximum 1,000 words).
3 Demonstrate you have full rights to work in the UK.
4 Please email
manchester@syriarelief.org.uk
with the Job Title in the subject line.

We reserve the right to close this post early, where we receive a high number of applications and you are advised to submit your completed application form as early as possible, to avoid disappointment. Applicants are encouraged to visit our website, read the job description carefully and person specification to assist you in completing your application. Only shortlisted candidates will be contacted. If any of the three requirements are missing in your application, your application will not be considered.

Please mention where you heard of this vacancy when you apply for this position.SR believes in treating everyone with dignity and respect and encourages applications from all sectors of the community.

Please note, the position you are applying for has been identified as requiring an Accuity Check