Programme Support Officer - Donor Care

Job Responsibility:

• Supporting Head of Donor Care in monitoring and aligning workplans with organisational goals, and meeting donor contribution targets.
• Proactive in sharing the programme project’s feedback reports to the donor.
• Assuring the prompt and efficient handling of donor queries and grievances pertaining to the organisation’s programmes and their implementation.
• Build strong relationships with key contacts, such as partner organisations and overseas offices, by collaborating throughout the Programmes/Donor Care teams to ensure adequate and effective donor query responses.
• Exhibiting exceptional written and verbal communication abilities within the business and with external stakeholders.
• Developing reports with recommendations, action plans, and practical insights by gathering data from various platforms (PFM & Salesforce CRM), and identifying patterns, ensuring the information is used to maintain quality, add value, and drive informed improvements.
• Observe the company's policies and procedures, pertaining to confidentiality, health and safety, safeguarding and other managerial structures as established by the organisation.
• Transforming business needs into practical specs for Salesforce Nonprofit Cloud and Salesforce Marketing Cloud to deliver efficient system across the charity operations.
• Contributing to the designing and execution of the test case scenarios based on business requirements, and functional specifications for Salesforce platforms.
• Leveraging analytical solving abilities to enhance Salesforce implementation productivity, efficiency, and risk reduction.
• Provide comprehensive information about Penny Appeal’s projects, campaigns, and impact to enhance donor engagement
•  Build and maintain strong relationships with donors, ensuring regular communication through email, phone, and other platforms.
•  Support donor retention and loyalty strategies by providing personalised updates, expressions of gratitude, and tailored engagement experiences.
• Monitor donor feedback and generate regular reports on donor satisfaction, common inquiries, and trends in donor engagement.
• Work closely with the fundraising, communications, and programme teams to ensure donors are updated on project progress and the impact of their contributions.
• Contribute to donor care training sessions and actively engage in team meetings to discuss strategies and improvements for donor engagement
• Regularly review donor care feedback and implement enhancements to improve the overall donor experience.

Key Skills and Competencies:

• Demonstrated experience in customer service or donor care, with a focus on delivering high-quality, empathetic service.
• Outstanding written and verbal communication skills with an ability to convey complex information in an accessible manner.
• Proven ability to build and maintain strong relationships with donors, ensuring they feel valued and supported.
• Strong organisational skills, with a high level of attention to accuracy in maintaining donor records and processing information
• Competent in using systems, email platforms, Microsoft Office, and other relevant software.
• Ability to handle inquiries, concerns, and feedback with patience and professionalism, resolving issues effectively.
• apacity to work independently and manage multiple tasks in a remote setting, while maintaining productivity and accountability.

Qualifications and Experience:

• Bachelor’s degree in communications, customer service, nonprofit management, or a related field.
• 3 to 5 years proven experience in a customer service, donor care, or similar role, ideally within the charity or nonprofit sector.
• Knowledge of and commitment to Penny Appeal’s mission and values.

PSEA Clause for Job Advertisements

Penny Appeal has a zero tolerance to Sexual Exploitation and Abuse of beneficiaries. Protection from Sexual Exploitation and Abuse (PSEA) is everyone’s responsibility and all staff are required to adhere to the Code of Conduct, that enshrines principles of PSEA, always (both during work hours and outside work hours). Familiarization with, and adherence to, the Code of Conduct is an essential requirement of all staff, in addition to related mandatory training. All staff must ensure that they understand and act in accordance with this clause.