ISLAMIC RELIEF. Location: London, UK Ref: SRU-OA-6m Contract: 6 month Fixed-term (with possible extension) (Inc.

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1 ISLAMIC RELIEF... Charity Reg: Islamic Relief is a UK based international relief and development charity, which aims to alleviate the suffering of the world s poorest people. We are an independent Non-Governmental Organisation (NGO) founded in the UK in Supporter Relations - Orphan s Assistant Location: London, UK Ref: SRU-OA-6m Contract: 6 month Fixed-term (with possible extension) Salary: 21,870 pa (Inc. London Weighting) An excellent opportunity has arisen in Islamic Relief UK (IRUK) for a talented and energetic individual to join our Supporter Relations Unit (SRU) as the Orphan s Assistant. Reporting to the Orphan s Officer, this is a vital supporter-facing role, providing an excellent level of service to Islamic Relief s supporters in line with the standards set out in Supporter Care framework. The job holder will provide support to the orphan s officer and will play a key role in ensuring communication with supporters are of the highest possible standard. They will also need to ensure that all enquiries are handled efficiently and promptly whilst maintaining accurate financial records and supporter records on the database. This involves handling both general and orphans related enquiries and the administration of UK orphans one to one sponsorship programme. The Successful Candidate: - Experience of working in customer service environment - Excellent verbal and written communication skills with experience in liaising with multiple stakeholders - Good levels of computer skills with experience of working with databases and competent in Microsoft Office applications such as Word, Excel and Power Point and good standard of numeracy - Ability to work unsupervised and as part of a team - Ability to work in a methodical manner with attention to detail - Ability to plan, prioritise and deliver on tight timescales and work under pressure - Excellent interpersonal and team work skills and willingness to work flexible hours Closing date: 19/07/2016 If you are talented, reliable, service minded, resilient and a highly motivated professional, with a strong commitment to IRW s values and beliefs, please apply by downloading the application pack from our website and forward the completed form to hr.iruk@islamic-relief.org.uk on or before the closing date. Islamic Relief promotes equality and meritocracy, and seeks individuals who agree with the IR values together with our policy standards on Anti-Bribery, Child Protection and Code of Conduct. We will carry out screening checks and will take out references on your behalf if you are selected. Please note, for UK based roles, we are only able to accept applications from candidates who are eligible to work in the UK. We are unable to progress applications which would require sponsorship. Applicants should be sympathetic to the values of Islamic Relief. Only short-listed candidates will be contacted. Islamic Relief is an equal opportunities employer. Only applications from those who already have the right to live and work within the UK will be considered.

2 Islamic Relief Worldwide Islamic Relief UK (IRUK) SUPPORTER RELATIONS ORPHAN'S ASSISTANT BASE LOCATION: London, UK REPORTING TO: Supporter Relations Manager SALARY: LINE MANAGEMENT RESPONSIBILITIES: ISLAMIC RELIEF: Islamic Relief is an international relief and development agency striving to alleviate poverty and suffering around the world regardless of colour, race or religion. Established in 1984 in response to the widespread famine in Africa, Islamic Relief has grown to be a key, well known and respected aid agency in disaster relief and the ongoing development of people in over 25 countries. It specialises in Education & Training, Health and Nutrition, Water & Sanitation, Income Generation, Orphans Support, Emergency Relief and Disaster Preparedness. Islamic Relief is a member of the Disasters Emergency Committee (DEC) and is an implementing partner for DFID, ECHO, the World Food Programme and UNHCR. PURPOSE OF DIVISION (IRUK) Islamic Relief UK (IRUK) is a Strategic Business Unit (SBU) that is part of Islamic Relief Worldwide. IRUK s focus is strengthening effective funding, mobilising for change through advocacy and awareness-raising, and strengthening programme development and delivery. IRUK works with various partners and institutions, from governments, non-governmental organisations and local authorities to grassroots communities. PURPOSE OF DEPARTMENT (SUPPORT SERVICES): The Support Services Department of IRUK is responsible for the provision of backend services (namely ICT, HR, accounts, facilities management, supporter relations and procurement) to the SBU so it can deliver its strategy successfully. It is also responsible for continuously monitoring IRUK s performance and developing systems, policies and procedures to ensure it maintains a high level of operational efficiency. JOB PURPOSE: This is a vital supporter-facing role, providing an excellent level of service to Islamic Relief s supporters in line with the standards set out in Supporter Care framework. The job holder will provide support to the orphan s officer and will play a key role in ensuring communication with supporters are of the highest possible standard. They will also need to ensure that all enquiries are handled efficiently and promptly whilst maintaining accurate financial records and supporter records on the database. This involves handling both general and orphans related enquiries and the administration of UK orphans one to one sponsorship program. N/A

3 ORGANISATION CHART IRUK and IRW CEO International Programmes Communicatons Human Resources and Organisational Development Islamic Relief UK (IRUK) International Fundraising Development Division (IFDD) Finance and Services Fundraising Communications Support Services Programmes Department Structure Head of Support Services Assistant to HoD (shared) Accounts Manager HR Partner Facilities Officer ICT Engineer Procurement Coordinator Supporter Relations Manager Accounts Officer HR Services Officer Receptionist & Support Officer ICT Assistant (Single Gifts) (Regular Gifts) Accounts Officer Receptionist & Support Officer Orphans Officer (Donation Station) Accounts Assistant Orphans Assistant (Data) Supporter Relations Assistant Supporter Relations Assistant CALL CENTRE CUSTOMER SERVICE ADVISOR KEY WORKING RELATIONSHIPS Regular liaison with Orphans Officer and SRU colleagues to ensure that the duties of the units are fulfilled effectively Working closely with the Orphans and Child Welfare Dept at Islamic Relief Worldwide and Child Welfare Officers in the field offices to ensure support of OCW program Regular liaison with Islamic Relief Depts to ensure One to One Orphans Sponsorship program is being promoted to agreed standards Communicate effectively with supporters on Orphans related work 2

4 SCOPE AND AUTHORITY Scope of the Role: Reporting to the Orphans Officer, the Orphans assistant will strengthen the organisation s position, performance and standing through: 1. Responsible for the administration of the Orphans One to One sponsorship in UK Office 2. Ensuring timely collection of orphan sponsorship donations from all income streams including missed and stopped orphan s payment 3. Responsible for processing all orphans related responses and enquiries efficiently ensuring high supporter satisfaction and proactively identify opportunities to increase supporter value and reduce sponsorship attrition 4. With the Orphans officer, review and further develop the administration systems that will enhance the One to One Sponsorship program and device mechanism for supporter retention and loyalty. Responsibility for Resources: This role will assist in ensuring that income data on Raisers Edge is accurate, updated and accessible. Ensure that records are kept in accordance with legal/statutory guidelines for financial audit requirements. Maintain , paper and electronic filing systems relating to all donation related work including current and archived information KEY ACCOUNTABILITIES The job holder is accountable for fulfilling his or her roles and responsibilities in line with Islamic values and principles of fairness, humanity, honesty, respect and fair treatment of his/her colleagues and staff: 1. Key Accountability: One to One Orphan Sponsorship Administration Edit and authorise orphans biodatas and progress reports according to Orphans & Child Welfare Department Policy and Procedures. Fulfilment of biodatas and progress reports to the agreed format and set time. Administer new sponsorship via all income streams. Administer orphans cancellations by supporters and field offices. Maintain , paper and electronic filing systems relating to all orphans & child welfare work including current and archived information. Act as a first point of contact for all orphans/child welfare related issues, for both internal and external queries Verify sponsorship payments are up to date and take appropriate action. Generate monthly regular giving and annual orphans sponsorship payment notifications. Administer Sponsorship terminations and liaise with donors and offer alternative sponsorship options. 3

5 2. Key Accountability: Supporter Relations Handle all orphans related enquiries by telephone, letter and online and bring to conclusion. Maintain the orphan s enquiry inbox effectively and in a timely manner. Ensure that enquiries are handled within agreed standards. This involves: entering the supporter details and particulars of the enquiries onto the Raisers Edge, responding to these enquiries verbally and/or by using standard or drafting tailored written responses, dispatching leaflets and information packs. Address donor concerns and complaints effectively and escalate to orphans officer and as required. 3. Key Accountability: Database Administration and Quality Assurance Ensure records on Raisers Edge database are accurate and up-to-date. Access and update Al Yateem as necessary. Ensuring that all information related to donors are organised and accessible Assess service outputs proactively and systematically to assure high quality delivery, ensuring appropriate action is taken to correct and avoid errors. Ensure processes and procedures are in place, documented and maintained.. 4. Other Work flexibly and support the rest of the unit when necessary. At times may be required to manage switchboard calls, deal with enquiries and the processing of donations efficiently whilst communicating professionally at all times. To manage all the enquiries via the various inboxes and postal enquiries. Donor care of IR individual donors. This includes selection of suitable fulfillment in response to donations and the successful handling of any donor enquiries, instructions and complaints and communication with donors by mail, phone and . Work flexibly according to the demands of the organisation and carry out any other duties within the competence of the post holder, assigned by the Supporter Care Manager 4

6 PERSON SPECIFICATION It is essential that the post holder shows a good understanding and sympathy with Islamic values and principles as well as commitment to Islamic Relief Worldwide vision, mission and core values. Essential Experience of working in customer service environment Excellent verbal and written communication skills Good levels of computer skills with experience of working with databases and competent in Microsoft Office applications such as Word, Excel and Power Point. Good standard of numeracy Ability to work unsupervised and as part of a team Ability to work in a methodical manner with attention to detail Ability to plan, prioritise and deliver on tight timescales and work under pressure Ability to input data accurately and efficiently Willingness to work longer hours, including weekends, during peak campaigns Strong empathy for the aims and work of Islamic Relief Signed by: (Direct Line Manager) Signed by: (UK Director) 5