Donor Care Officer

LOCATION: Birmingham, office-based SALARY: £27,000 - £29,000 per year (dependent on experience) DURATION: Full-time, Permanent WORKING HOURS: 40 hours (8 hours a day, 5 days a week). Please note, our current operational hours are 9am to midnight. May include weekend work) REPORTING TO: DONOR CARE SPECIALIST CLOSING DATE FOR APPLICATIONS: 16TH October 2026 Islamic Help is a UK-based international relief and development organisation that has developed rapidly since being established in 2003. Our programmes aim to help and empower disadvantaged communities in the UK and abroad; some of the key areas we work in are emergency response, WASH, education, livelihood and environment conservation. As part of our continuing commitment to improve our communications, feedback and relationships with our donors (existing and new), we are currently seeking a Donor Care Officer who will be based at our Birmingham office. THE ROLE The Donor Care Officer will be responsible for contacting our existing donors to raise awareness of our projects and to encourage donations, as well as face-to-face interactions with potential or existing donors and supporters. Duties include, but are not limited to: making outbound calls, answering incoming calls and handling inquiries; processing donations through our systems, accurately inputting data onto CRMs, dealing with members of the public – including donors and potential donors - face-to-face. The Donor Care Officer will be working from a public facing environment so there will be a requirement to greet visitors and carry out general administrative duties. KEY RESPONSIBILITIES Providing a helpful, professional, and high-level customer service to donors and supporters. Making outbound calls supporters to promote a variety of campaigns and process donations accurately. Handling all enquiries and complaints via a variety of communication methods to the agreed service level agreements. Updating new and existing donor information and documenting all call information according to standard operating procedures. To act in accordance with the organisation’s values and positively represent Islamic Help in all aspects of your work. Identifying and escalating priority issues or concerns from donors. Working with other Islamic Help departments to deliver an effective and efficient response to enquiries and complaints. To operate in accordance with the organisation’s policies and procedures. To act in a safe manner which safeguards the health and safety of yourself and others. To participate in all training workshops and take responsibility for your own learning and development. Collaborate with external partners and provide cross-functional assistance. Undertake any other reasonable duties required by your line manager appropriate to your position within the organisation. ATTRIBUTES A high standard of verbal and written communication skills Experience of working in customer service (Preferable) Familiarity with Microsoft Office Professionalism, customer focussed with attention to detail Able to multi-task, be organised and prioritise workload Team player and positive attitude when working with others Adaptable and flexible in working style Problem solver Fluency in Urdu and Bengali (Bangla) languages (Desirable) Please note: Candidates must be computer literate - a basic test on this may be conducted during interview. HOW TO APPLY: To apply, please email us a CV and covering letter detailing how you meet the requirements for the post. Closing Date for Applications: 16th October 2026 You must have proof that you have the right to work in the UK. Please note: Interviews are expected to take place on an ongoing basis until the vacancy is filled. This vacancy therefore may close sooner than the deadline date. We regret that only shortlisted candidates will be contacted for an interview which may consist of a verbal test and a face-to-face interview. We are an equal opportunities employer and welcome all applications regardless of age, gender, ethnicity, faith or disability.