Job Descrip(cid:415)on & Person Specifica(cid:415)on Donor Care Officer – Indus Health Network UK Salary: £18,000–£21,000 (Compe(cid:415)(cid:415)ve) Contract: Full-Time Loca(cid:415)on: Rochdale / Hybrid Reports to: Head of Fundraising About Donor Care The Donor Care Department plays a central role in Indus Health Network UK’s mission. It serves as the main point of contact for donors and supporters, ensuring excellent customer service and suppor(cid:415)ng income genera(cid:415)on across all fundraising ac(cid:415)vi(cid:415)es. Through telephone, email, le(cid:425)ers, WhatsApp, and other communica(cid:415)on channels, the team responds to donor queries and conducts both inbound and outbound calls. Donor Care ensures every supporter receives (cid:415)mely assistance, accurate informa(cid:415)on, and a high-quality experience. Purpose of the Role The Donor Care Officer is a key frontline role, contribu(cid:415)ng directly to donor sa(cid:415)sfac(cid:415)on, reten(cid:415)on, and income genera(cid:415)on. Ac(cid:415)ng as a central hub for donor interac(cid:415)on, the Officer ensures supporters receive a professional and consistent experience throughout their journey with Indus Health Network UK. The role is varied, with day-to-day responsibili(cid:415)es influenced by campaign seasons (especially Ramadan and event periods), departmental priori(cid:415)es, and role competency. While outbound calling is essen(cid:415)al during peak campaigns, the primary focus remains ongoing donor management, compliance, and administra(cid:415)ve support. Core Responsibili(cid:415)es Depending on team needs and individual strengths, Donor Care Officers may undertake the following tasks: Dona(cid:415)on & Pledge Management Process and manage dona(cid:415)ons and pledges from fundraising events. Track outstanding pledges and conduct follow-ups to improve pledge conversion. Process dona(cid:415)on forms, direct debits, bank transfers, and online payments. Gi(cid:332) Aid Compliance File, audit, and process Gi(cid:332) Aid declara(cid:415)ons in line with HMRC regula(cid:415)ons. Ensure accuracy and follow up on incomplete or missing informa(cid:415)on. Donor Support & Communica(cid:415)on Handle inbound donor queries across calls, emails, and messaging pla(cid:414)orms. Provide professional and empathe(cid:415)c support to all donors. Manage supporter communica(cid:415)ons, including renewals, missed dona(cid:415)ons, and pledge updates. Data Management & Admin Maintain accurate donor records and update the CRM system. Produce and update real-(cid:415)me event tracking sheets and dona(cid:415)on reports. Manage scanning, alloca(cid:415)on, acknowledgement le(cid:425)ers, and recordkeeping. Ensure full GDPR compliance across all data and communica(cid:415)on ac(cid:415)vi(cid:415)es. Campaign & Events Support Conduct proac(cid:415)ve outreach during campaigns to maximise income. Represent the charity at events when required: assist donors, process PDQ dona(cid:415)ons, distribute pledge forms, and support logis(cid:415)cs. Provide general administra(cid:415)ve support across departments as needed. Person Specifica(cid:415)on Knowledge & Skills A-Level or equivalent qualifica(cid:415)on, with strong English language skills (minimum Grade B at GCSE/A-level). Excellent verbal and wri(cid:425)en communica(cid:415)on in English. Addi(cid:415)onal languages such as Urdu and Punjabi are highly desirable. Strong understanding of databases and repor(cid:415)ng tools. Advanced Microso(cid:332) Excel skills (formulas, data analysis, repor(cid:415)ng). Proficiency in Microso(cid:332) Office and general IT systems. Experience Minimum 1 year’s experience in a charity or customer service/contact-centre environment, handling inbound and outbound calls. Demonstrated ability in accurate data entry and managing mul(cid:415)ple priori(cid:415)es. Experience working within a mul(cid:415)disciplinary team. Confident engaging with diverse donors and stakeholders. Interest in and understanding of interna(cid:415)onal development or humanitarian work.