Job Description - GOAL
Job Title: Supporter Care Assistant, Part-time
Country and Location: Ireland, Dublin
Contract Duration: 4 months (20 hours per week)
General Description of the Programme/GOAL
Established in 1977, GOAL is an international humanitarian agency, with a team of 2,400 personnel, dedicated to alleviating the needs of the most vulnerable communities. Currently operating in 13 of the world’s most vulnerable countries, GOAL delivers a wide range of humanitarian and development programmes, ranging from humanitarian relief in disaster situations, to focusing on nutrition, food security, and building greater resilience and sustainable livelihoods.
GOAL has an annual budget of an estimated €100 million and is supported by a range of donors including the Governments of Ireland, UK, USA, the European Union, individuals, trusts and foundations. GOAL values the power of partnership and works with local and international partners to achieve its mission.
Situated in the GOAL Fundraising Team, the role of the Supporter Care Assistant is to provide support to the Fundraising Team in the Christmas and pre-Christmas 2020 period and weeks immediately after. The period October to December is the busiest in the Fundraising Calendar and significant numbers of individual donations are received from the fundraising activity that occurs.
Duties and responsibilities
Working most closely with the Donor Care Officer (DCO), but also supporting the wider fundraising team as needed.
- Data entry of donations to the CRM database, by both manual and automated processes
- Ensure data integrity of the CRM database through accuracy of input, and review
- Act as the primary contact point for supporter queries and ensure all GOAL supporters are thanked warmly and promptly for their support.
- Regular support and thank you calls to donors, for appeals, events and tax cert acquisition.
- Complete ownership of the Thank You / Acknowledgement letter / receipt process, and prompt and accurate attention to donor queries is paramount.
- Support the DCO in preparing bank lodgements (cheque and cash donations) and deposit to bank daily.
- Receive and process donations via telephone and from personal callers to the office
- Open and distribute incoming post daily
Key Performance Objectives
- Daily supporting the Donor Care Officer with prompt opening and processing of campaign post and online donations
- Issuing Thank You letters / acknowledgements within 48 hours of receipt
- Respond to supporter care queries within 24 hours
- Make min 10 supporter care phone calls per day.
- Strong team player with a flexible outlook to the role and the wider fundraising function.
- Act as a representative of GOAL and demonstrate the highest standards of behaviour towards children and vulnerable adults both in your private and professional lives.
- Be sensitive to supporter needs especially to those who may be in a vulnerable position themselves.
- Candidates must be highly personable with excellent interpersonal, telephone, and written communication skills
- Very strong commitment to accuracy and attention to detail
- A self-starter who can think on their feet, and is comfortable dealing with a diverse range of queries from the public
- Excellent organizational skills
- Ability to identify priorities, can work well under pressure, and can easily adapt to changing circumstances and demands
- Good IT skills. The role requires competence in Microsoft Office applications, hands on experience with databases, and previous experience accounting systems is also an advantage.
- Minimum of 18 months experience in a sales, customer service, finance, or administration role.
- Candidates with direct experience of a similar customer / supporter care role, with daily customer / supporter contact will have a definite advantage.
Accountability within GOAL
A commitment to GOAL values and GOAL’s integrity framework is critical to working with GOAL. Any candidate offered a job with GOAL will be expected to adhere to the following key areas of accountability: 1) Comply with GOAL’s policies and procedures with respect to safeguarding, code of conduct, health and safety, confidentiality, do no harm principles and unacceptable behaviour protocols; 2) Report any concerns about the welfare of a child or vulnerable adult or any wrongdoings within our programming area; 3) Report any concerns about inappropriate behaviour of a GOAL staff or partner.
Children and vulnerable adults who come into contact with GOAL as a result of our activities must be safeguarded to the maximum possible extent from deliberate or inadvertent actions and failings that place them at risk of abuse, sexual exploitation, injury and any other harm. One of the ways that GOAL shows this on-going commitment to safeguarding is to include rigorous background and reference checks in the selection process for all candidates.
Equal Employer Statement
Consistent with GOAL’s core values of humanitarianism; integrity; respect; partnership and courage, we place a significant emphasis on equality in our working environment.
GOAL is committed to treating all its employees with dignity and respect and values diversity, which it believes enriches an organisation. To reinforce this commitment, all company activities, policies, practices and procedures are to be carried out in accordance with this global standard.
All employees share in the responsibility for fulfilling GOAL’s commitment to equal employment opportunity and equal treatment. GOAL does not discriminate against any employee or volunteer; or any applicant for employment or volunteering on the basis of age, gender identity, ancestry, political opinion, civil status, medical condition, ethnic background, disability, race, religion, sexual orientation, or any other characteristic protected by applicable laws.
GOAL believes that our strong commitment to equal opportunity and equal treatment helps to ensure that there is no unjustified discrimination in the recruitment, hiring, training and development, promotion, compensation, benefits, retention, and discipline of staff and volunteers.
GOAL aims to provide a work environment that fosters fairness, equity, and respect for social and cultural diversity, and that is free from discrimination, harassment [and vilification] as determined by applicable laws.
General Terms and Conditions
This Job Description only serves as a guide for the position available. GOAL reserves the right to change this document.
Our package includes a competitive salary, 22 days annual leave and the possibility to join our Health care scheme. Additional benefits are available after 12 months of service. Candidates must be entitled to work in Ireland at the time of application.
GOAL has a Staff Code of Conduct and a Child Protection Policy, which have been developed to ensure the maximum protection of programme participants and children from exploitation. GOAL also has a confidentiality policyensuring the non-disclosure of any information whatsoever relating to the practices and business of GOAL, acquired in the course of duty, to any other person or organisation without authority, except in the normal execution of duty.Any candidate offered a job with GOAL will be expected to adhere to these policies any job offer made is also subject to police clearance. GOAL is an equal opportunities employer.
This Job Description only serves as a guide for the position available. GOAL reserves the right to change this document. Any published closing dates are estimated. Due to the nature of GOAL’s work we aim to fill vacancies as quickly as possible. This means that we will close adverts as soon as we have found the right candidate and this may be before the published closing date. We would therefore advise interested applicants to submit an application as early as possible.