Job Title:           Donor Care Assistant

Reports to:      Donor Care Manager / Donor Care Leader

Liaises with:    Internal:

• Concern staff

               External:

• Concern Donors
• Concern Suppliers

Job location:    23 – 25 Grantham Street, Dublin 2

Pay Band:          1 (€23,518-€27,668)

Contract:          Full time permanent     

Job Purpose:     To promote Concern as an organisation worthy of support, and to provide an efficient, effective and friendly service to Concern donors. To support all Donor Care functions from data entry to contacting donors in relation to cash/regular giving donations.

Key Responsibilities:

• Support the achievement of divisional and departmental objectives. 
• Support the provision of special care to donors and members of the public, responding to written and verbal queries from the public and supporters as necessary.
• Contact Donors by phone in connection with DRTV pledge's, Regular Giving and change of address.
• Responsible for the creation and processing of regular giving telemarketing campaigns and reporting on the results.
• Act as support for Direct Debit bank file processing
• Act as support for credit card processing.
• Responsible for donation processing.
• Responsible for the provision of excellent fulfilment and for the achievement of efficient and effective donor care.
• Responsible for inbound telephone and relief duties on switch
• Ensure that all activity is carried out in full compliance with Concern's financial and administrative policies and procedures
• Undertake specific tasks and projects as directed by the Donor Care Manager

Skills and Experience Required:

Essential:

• Excellent communication skills; both verbal and written
• Excellent administration and interpersonal skills
• Excellent organisational and coordination skills
• Good computing skills
• Reliability, punctuality and flexibility
• Have a professional manner and the ability to deal effectively with donors
• Experience in a Customer Services role.

Desirable:

•  Experience in Call Centre/telemarketing
•  Secretarial training 
•  Knowledge of Concern Worldwide's Work

Or any other criteria which we deem to be appropriate for the role.

To apply: CVs should be submitted through our website at https://jobs.concern.net by closing date

Candidates must be legally entitled to work in Ireland at the time of application.

Concern is an equal opportunity employer and welcome applications from all section of the community.

Concern has an organisational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy accessible here. These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Concern staff, consultants, visitors to the programme and partner organisation, and the standards of behaviour expected of them. In this context, staff have a responsibility to the organisation to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Concern's core values and mission. Any candidate offered a job with Concern Worldwide will be expected to sign the Concern Staff Code of Conduct and Associated Policies as an appendix to their contract of employment. By signing the Concern Code of Conduct, candidates acknowledge that they have understood the content of both the Concern Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies. Additionally, Concern is committed to the safeguarding and protection of vulnerable adults and children in our work. We will do everything possible to ensure that only those who are suitable to work or volunteer with vulnerable adults and children are recruited by us for such roles. Subsequently, working or volunteering with Concern is subject to a range of vetting checks, including criminal background checking.

Your Personal Data

During this job application, you will provide Concern with your personal data. Concern takes its responsibilities towards this personal data very seriously and is committed to complying with all relevant data protection legislation.

Concern receives a substantial amount of funding from external donors each year. Increasingly donors are introducing requirements whereby future funding is conditional on ensuring that the name of any employee or volunteer (existing or new), does not appear on terrorism lists generated by the European Union (List of person, groups and entities to which Regulation (EC No. 2580/2001 applies), the US Government (Office of Foreign Assets Control list of specially designated Nationals and Blocked Persons) and the United Nations (Consolidated List). 

Any offer of employment (either paid or voluntary) with Concern Worldwide will only be made following a successful clearance check being conducted on the applicant and such checks may be updated periodically during the course of the period of employment. 

By submitting a formal application for paid or voluntary employment to Concern, you agree to Concern carrying out a clearance check as outlined above and that Concern will not proceed to recruit you should your name appear on any of the aforementioned lists

In certain circumstances, donors may request that personal data relating to employees to work on the activities that they fund be provided directly to them - so that they can perform their own counter terrorism checks. This may involve transferring some basic personal data outside the EEA. It will be a condition of your employment contract that Concern be allowed to share this information with institutional donors for these purposes.

For additional information please consult our web site or contact the Human Resource Division in our Head Office.

You have certain rights under data protection legislation. For more information on how to exercise those rights please visit www.concern.net/about/privacy

Please only apply for this position if you are satisfied with the proposed processing of your personal data as outlined above.