Donor Services Assistant

Trócaire works in partnership with local and church organisations, supporting communities in over 20 developing countries across Africa, Asia, Latin America and the Middle East to bring about lasting change. Trócaire envisages a just and peaceful world where; people’s dignity is ensured and rights are respected; basic needs are met and resources are shared equitably; people have control over their own lives; those in power act for the common good.

The role of Donor Services Assistant is a busy and rewarding position, which is central to Trócaire’s Belfast Office. The provision of exceptional donor care is crucial to the Donor Services team and the ideal candidate will therefore be highly motivated to build and maintain excellent relationships with the full range of Trócaire’s stakeholders as the first point of contact; utilising their meticulous, detail focused and methodical approach to the responsibilities and duties outlined below.

For the candidate with the required experience and passion for the role, Trócaire offers a competitive package of salary and benefits.

Reporting to the Donor Services Officer, this is a full time, permanent position and is based in Belfast Office[1].

Safeguarding[2] Children Policy:

The successful applicant will be expected to sign up to and adhere to Trócaire’s Safeguarding Policy.

Key Duties & Responsibilities

The following are a range of tasks carried out by the Donor Services team, and which will be delegated by the Donor Services Officer as necessary:

• To operate the Reception, including managing the switchboard, dealing with queries  and accepting donations from the public
• Processing batches of donations onto our Salesforce database in a timely and accurate manner ensuring they are acknowledged promptly in line with our Supporter Charter
• Preparing batches of donations and making bank lodgments
• Ensuring all systems for the handling of incoming and outgoing post and related services are maintained to a high standard
• Processing Standing Order and bank transfer donations to a timescale agreed with finance
• Processing Gift Aid donations
• Processing of web donations and requests received via the web and call centre
• Reconciliation of coin collections
• Processing files of new Committed Donors from third party providers, including Door to Door and DRTV campaigns
• Assisting with the preparation & transmission of Direct Debit files through BACS system daily and processing daily cancellation and amendment files from third party providers, including BACS
• Processing daily all incoming online and offline Direct Debits, from Direct Mails, Lent Box, Trócaire website and other sources
• ·           Handle telephone calls, emails and post from Donors, and deal with these in a professional manner, pursuing queries with donors as requested
• ·           To assist with the administrative requirements of all campaigns including Trócaire Gift, Fast, Lenten Campaign, Committed Giving
• ·           Responsibility for office facilities, including building maintenance and stationery supplies
• ·           Being the designated Monitoring Officer, and liaising with the Equality Commission
• ·           Inputting data into database as required
• ·           To provide support with various mailings, including mail merging, printing and packing of envelopes
• ·           To attend training in Trócaire’s Head Office in Maynooth and/or elsewhere as required
• ·           Other duties as directed by Regional Manager, Assistant Regional Manager or Donor Services Officer and to provide administrative support to other members of the team in Belfast as directed
• ·         Flexibility of the post holder is required in providing administrative support to other parts of the department or organisation when required at a similar level. This may as a necessity be at short notice.  Further mobility is also required across the organisation to any department should the needs of the organisation require it. The responsibilities of this role may be reviewed and changed from time to time as the needs of the organisation change, such changes may be short or long term.

Person Specification – Essential Requirements

(E) Qualification

• ·         Minimum of 5 GCSEs, Grade C or above, including Maths & English or equivalent.

(E) Experience

• ·      At least two years’ experience of working with databases
• ·      Proficient in Microsoft Office, including Word, Excel and PowerPoint
• ·      Customer Service experience
• ·      Experience of working in a busy office environment

(E) Skills

• ·      Attention to detail and accuracy
• ·      Excellent numeric skills
• ·      Excellent telephone manner
• ·      Excellent communication skills
• ·      Ability to work well under pressure and to meet deadlines
• ·      Excellent organisational skills
• ·      A flexible and positive approach

(E) Qualities

• ·      Ability to work alone and as a member of a team
• ·      Enthusiasm and Initiative

(E) Other

• ·      An interest in development issues

Person Specification – Desirable

(D) Experience

• ·      Reception / Switchboard experience
• ·      Outbound calling experience
• ·      Experience of working with Salesforce

[1] As this post is based on the Island of Ireland, non EU / EEA nationals will require current and valid permission to work and reside in the Island of Ireland as work permits are only issued in exceptional

[2] All offers of employment with Trócaire may be subject to Garda Vetting/PSNI clearance.

 All new hires are required to complete a Self-Declaration Form and sign up to our Code of Behaviour contained in our Safeguarding Children Policy. For additional information please consult the Human Resources Department in our Head Office.