Donor Care assistant

Full Time (36 hours per week)

Permanent

Belfast or Dublin Based

€27,706 (ROI) or £23,588 (NI)

This is a permanent, full time opportunity (36 hrs per week) and can be based in Dublin or Belfast

OXFAM IRELAND

Oxfam is committed to preventing any type of unwanted behaviour at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and promoting the welfare of children, young people and adults. Oxfam expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us

Job Description

Job Purpose

The Donor Care Assistant will be the first point of contact for all donor queries, and make sure that every interaction between Oxfam Ireland and our supporters is positive, to encouraging donor retention, to maximise lifetime value and engagement, and to build effective supporter relationships by consistently putting our donors at the heart of everything we do.

The ideal candidate would be a friendly and clear communicator, motivated by excellence of service and an understanding of donor relationship development. Attention to detail, the ability to think strategically, and problem-solving skills are essential attributes.

The following Job Description is not intended to be a comprehensive list of all duties involved and consequently, the role may be required to perform other duties as appropriate to the post which may be assigned from time to time.

This would be a great role for someone with a desire to grow and develop within the fundraising sector.

Key activities

• Provide exceptional customer service and build rapport to make every interaction meaningful whether through phone, email, or written correspondence.
• Be the first point of contact for all incoming donor calls, queries and handling potential complaints, escalating as appropriate when outside level of knowledge or expertise.
• Support on receipting and thanking of supporters through email, telephone and mail channels.
• Process donor and income information onto the fundraising CRM, including:
  • Adding new donors
  • Updating and amending donor records
  • Fulfilment of daily and monthly batches
  • Bank lodgements
  • Importing files to CRM
• To process and administer all forms of donations including:
  • Direct debits
  • Credit card donations
• Contacting donors and processing Tax forms.
• Support post room duties.
• Ensure all correspondence comply with Oxfam Irelands policies and procedures, relevant professional codes of conduct and standards, regulation and legislation governing charities activities.
• Supporting the Single Giving Manager and wider team in the development of fundraising appeals and campaigns across a wider range of medium (mail, email, radio, digital and press). Which could include reviewing the following: copy, designs, data selection and data segmentation or audience targeting.

Other

• Eager and required to adhere to Oxfams principles and values (click here) as well as the promotion of gender justice and women’s rights (click here);
• Understanding of and commitment to adhere to equity, diversity, gender, child safety and staff health and wellbeing principles;
• Carry out any other duties within the scope and purpose of the job as required.
• Comply with all policies, procedures, legal and regulatory requirements, including GDPR and PCI compliance.

Personal Specification

Job Requirements

Essential

• Strong administrative experience and attention to detail.

Proven track record of working to deadlines and demonstrable ability to use initiative and time management and planning tools and adapt to a heavy workload and interruptions.

• Accurate data entry skills with proficiency in Microsoft Office, specifically Word, Excel and Outlook
• Excellent communication (verbal and written English) and interpersonal skills.

Positive team player and experience of successful collaborative working.

• Flexible, tactful, diplomatic, enthusiastic and sensitivity to confidential matters.

Desirable

• Fundraising Experience.
• Experience of using databases and/or CRM systems an advantage.
• Knowledge of Oxfam and commitment to Oxfam’s values and ethos.

Qualifications & requirements

• Flexible in working hours as required.
• Computer literacy, including a good working knowledge of MS Office.
• Knowledge of Oxfam and commitment to Oxfam’s values and ethos.
  • Eligibility to work in Ireland/UK.

Key Attributes

• Ability to demonstrate sensitivity to cultural differences and gender issues, as well as the commitment to equal opportunities.
• Ability to demonstrate an openness and willingness to learn about the application of gender/gender mainstreaming, womens rights, and diversity for all aspects of development work.
• Commitment to Oxfams safeguarding policies to ensure all people who come into contact with Oxfam are as safe as possible.

Organisational Values

• Accountability Our purpose-driven, results-focused approach means we take responsibility for our actions and hold ourselves accountable. We believe that others should also be held accountable for their actions.
• Empowerment Our approach means that everyone involved with Oxfam, from our staff and supporters to people living in poverty, should feel they can make change happen.
• Inclusiveness We are open to everyone and embrace diversity. We believe everyone has a contribution to make, regardless of visible and invisible differences.

Comments

This post involves working as part of a team in a busy office environment. Staff are required to have a degree of flexibility in their work and attitude, to co-operate with colleagues to ensure the efficient, effective and economic use of Oxfams resources. A courteous, helpful manner is essential at all times.

Terms & Conditions

• Location: Dublin or Belfast
• Contract type: permanent, full time (36hrs p/wk) or part time
• Salary: €27,705.60 (ROI) or £22,464 (NI) per annum (pro rata).
• Reporting to: Single Giving Manager
• Annual leave: 25 days annual leave plus 10 public/bank holidays per annum (pro rata)
• Other benefits: contributory Pension Scheme and Life Assurance cover (4-time death in service benefit.)
• Training and development budget available
• Pre-employment checks: any offer of employment is subject to satisfactory references, right to work checks and anti-fraud & corruption screening.

Statement on Confidentiality

It is crucial that when encountering sensitive and/or confidential information it is maintained in strictest confidence, within the context of Oxfam Irelands policies and procedures. Failure to do so may be viewed as gross misconduct and may be subject to disciplinary procedure.

Equal Opportunities

Oxfam is an Equal Opportunities employer. We aim to ensure that no staff suffer discrimination on the grounds of race, colour, nationality, ethnic origin, membership of the traveller community, religious belief, political opinion, social class or caste, sexual orientation, HIV & AIDS status, marital status or family situation; gender, age or disability. Oxfam requires all staff to apply an equal opportunities approach and this responsibility rests with all employees and the organisation.

Oxfam Ireland is an Equal Opportunities Employer and welcomes applications from all sections of the Community.

Closing date – Thursday 27 November 2025 @ 12:00

Skills:
Donor Care assistant Customer Service Administrative Experience