Donor Care & Campaigns Officer

About Us

GOAL has responded to the world’s major humanitarian crises since its founding in 1977, working with vulnerable communities in 14 countries across the globe with a dedicated team of personnel. While GOAL continues to be an agile first-responder to humanitarian crises, it is also committed to working with vulnerable communities to help them survive crises and support them on the road to recovery.

Job Purpose:

As part of GOAL's Fundraising team, the Donor Care and Campaigns Officer plays a key role in delivering a best-in-class support service to GOAL's Individual Giving donors. Reporting to the Individual Giving Manager, the successful candidate will have primary ownership of donor-facing administration and communications as well as maintaining accurate donor records on GOAL's CRM. While based within Individual Giving, you will also provide donor care support across the wider Fundraising Department, ensuring supporters receive a consistent and high-quality experience.

Key Responsibilities:  

Donor & Supporter Care

• Act as the primary point of contact for supporter queries.
• Manage inbound supporter and donor calls and emails across several inboxes, processing phone donations, and providing accurate information on campaigns and events.
• Manage returned and undeliverable communications.
• Take complete ownership of the acknowledgement communications.
• Provide donor care support for GOAL's flagship fundraising campaigns, days and wider department campaigns.
• Field queries relating to GOAL's donor engagement activities.

Donation & Data Administration

• Process manual credit card transactions via relevant payment gateways.
• Process GOAL's Tax Effective Forms (CHY) as needed.
• Ensure accurate, up-to-date management of donor and supporter data on GOAL's CRM.
• Manage GDPR-related aspects of the CRM.
• Clean, validate and prepare donor data from external sources.

Team & Department Support

• Support the Individual Giving Manager, Senior Individual Giving Officers, and wider Fundraising Department with administrative tasks as needed.
• Work closely with the Donations Officer in Finance to ensure consistency across donation processing.
• Support the department's ability to plan for and manage growth in the donor base.
• Own the drafting and obtaining approval of SOPs/P&Ps for the department.

Skills & Qualifications

• Previous experience in an administrative role, ideally with a customer/donor-facing background.
• Experience with Microsoft Office applications.
• Attention to detail and accuracy.
• Strong written and verbal communication skills.
• Comfortable managing multiple priorities and taking ownership of processes end-to-end.
• Interest in donor relationships and non-profit fundraising.
• Previous experience with CRM databases and/or accounting systems is an advantage.

 

We strongly encourage you to apply even if you do not meet every single requirement listed.  At GOAL we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please just contact our Recruitment Team at [email protected]  

GOAL commitment to Diversity, Equity and Inclusion:
GOAL is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. We foster an inclusive culture where all voices are heard and valued, we are particularly eager to receive applications from women (and other underrepresented groups). We know that the more inclusive we are, the better our work will be.

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.

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.

Safeguarding

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.

General Terms and Conditions

This Job Description only serves as a guide for the position available. GOAL reserves the right to change this document.