Donor Services Admin Assistant

Trocaire
Published
September 22, 2021
Location
Maynooth, Ireland
Job Type
Hours of Work
37 hours per week - flexible hours
Education Requirements
Leaving cert or equivalent
Experience Requirements
2 year donor care/customer service exp
Job Responsibilities
Processing all donations from the general public, schools, parishes and all other Trócaire supporters. • Data Entry – ensure that all donations and details related to the donation and the donor are recorded accurately on Trócaire’s CRM platform, Salesforce. • Training – responsible for Salesforce training for new members, plus refresher training for existing members, of the Donor Services team. • Ensure donations are allocated to the appropriate funds in accordance with the wishes of our supporters. • Ensure all supporters are issued with an official Thank You Letter in respect of their donation. • Ensure all Donor Services team members are well informed and understand information/materials provided by the Fundraising & Marketing department with regard to all fundraising campaigns & activities. • Build & maintain a strong working relationship with Mango staff. • Ensure our external call centre staff are immersed in Trócaire’s culture and values, ensuring they represent Trócaire with the appropriate levels of professionalism at all times. • Processing of CHY3 & CHY4 tax forms through Salesforce thereby facilitating Trócaire’s annual tax refund applications to the Revenue Commissioners. • Ensure all interactions (complaints and positive feedback) with Trócaire supporters are recorded on Salesforce. • Work hard to achieve internal SLAs, with particular focus on Acknowledgements and Complaints Resolution, on an ongoing basis. • Play a leading role when it comes to the identification and testing of new functionality pertinent to the Donor Services office; Trócaire website and Salesforce being of greatest significance. • Ensure all Donor Services staff are familiar with, and perform their duties in compliance with, the Donor Services Procedures Manual. • Manage quarterly review meeting ensuring all process check lists (cash log-book, credit card shredding, acknowledgement of cash donations etc.) are completed & up to date. • Build strong working relationships with colleagues and departments throughout the organisation. • Represent Donor Services ROI on working groups as required.
Job Industry
Clerical and Customer Service
Salary
on application
Salary Currency
Euro
Job Order
21-FM-004

Description

Description

A donor care role has become available in Trócaire’s Fundraising and Marketing Team – voted Ireland’s Fundraising team of the Year in 2019.

The Donor Services unit takes excellent care of Trócaire’s generous donors. Duties include processing of all public income from Trócaire’s supporters, including receipting, and recording of donations. The unit also takes care of the Donor Thank You process, donor queries & donor feedback, with the aim of getting to know our donors better and maximising their satisfaction and loyalty.

The Donor Services Administrative Assistant will operate as part of the Donor Services team at the beautiful St Patrick’s College campus in the vibrant college town of Maynooth. Maynooth is just outside Dublin, and our offices are just a ten-minute walk from Maynooth Train Station. The successful candidate will also work closely with other members of the Fundraising & Marketing department and our Belfast and Cork Centres as required.

For the candidate with the required experience and passion for the role, Trócaire offers a competitive package of salary and benefits, a friendly and supportive working environment, and flexi-time.

About Trócaire:

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.

Reporting to the Donor Services Manager, this is a contract of indefinite duration and is based in Maynooth.

Safeguarding Programme Participants Trócaire is committed to Safeguarding people within our programmes from Exploitation and Abuse and has specific policies on this commitment (including a Global Code of Conduct) which outlines the expected behaviour and responsibility of all staff, consultants and other organisational representatives. Any candidate offered a job with Trócaire will be expected to sign Trócaire’s Safeguarding Policies and Global Code of Conduct as an appendix to their contract of employment and agree to conduct themselves in accordance with the provisions of these documents.

Key Duties & Responsibilities

• Processing all donations from the general public, schools, parishes and all other Trócaire supporters.
• Data Entry – ensure that all donations and details related to the donation and the donor are recorded accurately on Trócaire’s CRM platform, Salesforce.
• Training – responsible for Salesforce training for new members, plus refresher training for existing members, of the Donor Services team.
• Ensure donations are allocated to the appropriate funds in accordance with the wishes of our supporters.
• Ensure all supporters are issued with an official Thank You Letter in respect of their donation.
• Ensure all Donor Services team members are well informed and understand information/materials provided by the Fundraising & Marketing department with regard to all fundraising campaigns & activities.
• Build & maintain a strong working relationship with Mango staff.
• Ensure our external call centre staff are immersed in Trócaire’s culture and values, ensuring they represent Trócaire with the appropriate levels of professionalism at all times.
• Processing of CHY3 & CHY4 tax forms through Salesforce thereby facilitating Trócaire’s annual tax refund applications to the Revenue Commissioners.
• Ensure all interactions (complaints and positive feedback) with Trócaire supporters are recorded on Salesforce.
• Work hard to achieve internal SLAs, with particular focus on Acknowledgements and Complaints Resolution, on an ongoing basis.
• Play a leading role when it comes to the identification and testing of new functionality pertinent to the Donor Services office; Trócaire website and Salesforce being of greatest significance.
• Ensure all Donor Services staff are familiar with, and perform their duties in compliance with, the Donor Services Procedures Manual.
• Manage quarterly review meeting ensuring all process check lists (cash log-book, credit card shredding, acknowledgement of cash donations etc.) are completed & up to date.
• Build strong working relationships with colleagues and departments throughout the organisation.
• Represent Donor Services ROI on working groups as required.

Person Specification – Essential Requirements
(E) Experience 2 years donor care/customer service experience
(E) Skills

• Strong work ethic
• Attention to detail & accuracy.
• Excellent numeric skills
• Experience of cash handling
• Excellent telephone manner
• Ability to work well under pressure and achieve deadlines.
• Excellent communication & interpersonal skills
• Ability to lead and work well as part of a cohesive team.
• Proven ability to work on own initiative.
• Problem solving – ability to resolve queries/complaints as and when they arise.
• Innovation – ability to identify and introduce new work processes and methodologies where practicable.
• Strong working knowledge of Microsoft Word & Excel
• Experienced Salesforce user, particularly in relation to Incomes, Contacts, Supporters, Activities & Campaigns
(E) Qualities
Flexibility – available to work extra hours at certain peak periods (humanitarian emergency appeals, Trócaire Gifts pre-Christmas)

(E) Other
A sound and informed understanding of Trócaire’s work, both in the developing world and at home in Ireland.

Person Specification – Desirable
(D) Qualification ECDL
(D) Experience Experience of working in a clerical/office environment
(D) Skills Strong working knowledge of Salesforce

Closing date for applications is Monday 27th September 2021

 

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