Salary: £23,093 + £4000 London Weighting
The Vacancy
We are seeking a customer-focused and organised Supporter Relations Assistant to help deliver an exceptional supporter experience and provide vital administrative support to our fundraising operations.
This is an exciting opportunity to join a dedicated team at the heart of Islamic Relief UK, supporting our valued donors and supporters while ensuring the accurate processing and management of fundraising data and donations.
Based at our Waterloo Office, London, this role offers the opportunity to make a meaningful contribution to Islamic Relief's humanitarian work by providing excellent supporter care, maintaining accurate supporter records and supporting campaigns that transform lives around the world.
JOB PURPOSE:
As the Supporter Relations Assistant, you will play a key role in delivering excellent supporter care and ensuring the smooth running of our supporter services and donation processing functions.
Acting as a first point of contact for supporter enquiries via phone, email, post and digital channels, delivering excellent customer service at all times
Managing the Islamic Relief UK switchboard and responding to supporter enquiries professionally and efficiently
Processing donations accurately and securely, ensuring all supporter information is maintained to a high standard
Maintaining and updating supporter records on our fundraising database, ensuring data is accurate, current and GDPR compliant
Processing Direct Debits, standing orders, bank transfers, CAF donations and payroll giving transactions
Supporting the timely acknowledgement and thanking of supporters through certificates, receipts and reports
Assisting with data cleansing activities, record maintenance and database administration
Handling supporter enquiries and complaints sensitively and professionally, ensuring they are resolved promptly
Supporting the administration and delivery of fundraising campaigns and peak appeal periods, including Ramadan, Qurbani and emergency appeals
Assisting with volunteer and temporary staff coordination during busy campaign periods
Providing administrative support to the wider Supporter Relations team and contributing to departmental projects
Working collaboratively with colleagues across Islamic Relief UK to ensure supporters receive an excellent and consistent experience
Supporting continuous improvements to supporter care, data quality and internal processes
PERSON SPECIFICATION
You will be a proactive and detail-oriented individual with a passion for customer service and supporter care. With excellent communication and organisational skills, you will enjoy working in a fast-paced environment where accuracy, efficiency and professionalism are essential.
You will ideally have:
Experience working in a similar customer service, supporter care or administrative role
Experience of using databases and maintaining accurate records
Excellent customer service experience with a strong focus on supporter satisfaction
Experience working with sensitive and confidential information
Good knowledge of Microsoft Office applications, including Word and Excel
Fast and accurate data entry skills with excellent attention to detail
Strong administrative and organisational skills
Good numerical skills and the ability to work accurately under pressure
Excellent communication skills across phone, email and written correspondence
Experience of managing multiple priorities and meeting deadlines effectively
Ability to work methodically while maintaining a high level of accuracy
Ability to work independently as well as collaboratively within a team
Knowledge and understanding of Data Protection legislation and GDPR requirements
Strong motivation and empathy towards the aims and objectives of Islamic Relief
Experience of working with volunteers (desirable)
Flexibility to work additional hours, including evenings and weekends, during peak campaigns and emergency appeals
For more information, please click on the Documents tab above to view the full Job Description.
The Company
Islamic Relief is a faith-inspired humanitarian aid and development agency working to save and transform the lives of some of the world’s most vulnerable people. We work in over 45 countries, assist people of all faiths and none according to need and do not discriminate in any way. Our proximity means we can often respond swiftly to emergencies and work in areas that other organisations cannot access.
We are the only UK-based Muslim faith-inspired charity to have been certified against the Core Humanitarian Standard on Quality and Accountability (CHS), which is designed to ensure that charities best meet the needs of the communities they serve.
Islamic Relief is a member of the Disasters Emergency Committee (DEC), we have Consultative Status with the UN Economic and Social Council, and we are a signatory to the Code of Conduct for the International Red Cross and Red Crescent Movement.
What We Offer
Islamic Relief Worldwide recognises our staff as our biggest asset, and so we offer a range of benefits designed to support their professional development, mental and physical health, and work/life balance.
For more information click here.
Personal learning and development opportunities
Annual leave and additional leave
Service related pension scheme
Maternity, paternity, adoption and shared parental leave and pay
Healthcare
cash plan
Employee assistance support
Occupational advanced sick pay
Mental Health First Aiders
Charity volunteering
Cycle to Work scheme
On-site car parking
Field
visits
Our Values
Sincerity
We are driven and motivated by sincerity to God and our duty to humanity.
Excellence
A commitment to excellence is a hallmark of our operations, programmes and conduct towards the vulnerable people we serve.
Compassion
Every life is precious, so we join other humanitarian actors in easing the suffering caused by disasters, poverty and injustice.
Social Justice
We empower poor and vulnerable people to have their rights fulfilled and to achieve their God-given potential.
Custodianship
We value and protect the Earth and its resources, including its people, and we aim to honour the trust people place in us to be transparent and accountable.
