Job Description & Person Specification Senior Communications Officer Salary:             £27,000 - £30,000 per annum (depending on experience) Contract:         Permanent Hours:             Full-time, 40 hours per week Location:         Manchester, M14 6AX or remote Reports to:      Director of Marketing and Communications Closing Date:   Rolling (until a suitable candidate is identified) We are unable to sponsor applicants for visas for this particular post. Applicants must be resident in the UK and have the right to work in the UK.

About READ Foundation 

READ Foundation is a UK based registered charity working to provide access to quality education to vulnerable children in our regions of work. We create opportunities for orphan and needy children to go to school, to gain an education and build a better life for themselves. We currently focus on constructing new schools, providing sponsorship for orphans and are now expanding our educational portfolio to reflect the large humanitarian and development needs ongoing throughout the world. Purpose of job To lead on planning, developing, and delivering effective communications activity for READ Foundation. This includes creating inspiring stories, strengthening the charity’s profile, and building supporter trust through media engagement, newsletters, blogs, brochures, speeches, voiceovers, reports, social media, and creative campaigns. The Senior Communications Officer will manage messaging across internal and external channels, ensuring consistency, accuracy, and impact. They will work closely with colleagues, supporters, and partners to produce high-quality communications that reflect READ’s values and showcase the difference our work makes.

Main Responsibilities

Communications and Storytelling

• Develop and deliver READ Foundation’s communications strategy to strengthen the organisation’s voice, profile, and brand.
• Produce and edit high-quality copy across a range of formats, press releases, articles, blogs, newsletters, brochures, case studies, speeches, voiceovers, donor reports, and campaign materials, ensuring clarity, accuracy, and impact.
• Tailor messaging and tone of voice for different audiences (supporters, media, partners, and internal teams) while maintaining consistency with READ Foundation’s brand.
• Gather and craft impact stories from beneficiaries, supporters, and field teams to showcase READ’s work.
• Draft speeches, talking points, and scripts for senior leadership, events, and multimedia projects.
• Review and edit reports, donor updates, and organisational documents to ensure clarity, accuracy, and alignment with brand tone.
• Support and manage relationships with journalists, media outlets, and community platforms to secure coverage and raise awareness.
• Support with reputation management and crisis communications, including drafting holding statements and advising on tone of voice during sensitive issues.

Digital and Social Media

• Oversee content planning for social media channels, ensuring strong storytelling and supporter engagement.
• Collaborate with the Senior Digital Marketing Officer and MarComms team on campaigns that combine communications and digital marketing.
• Support SEO-driven content updates for the website to improve visibility and engagement.
• Assist in producing short-form video edits, copy, and voiceover scripts for social campaigns (with support from external teams).
• Campaigns and Engagement
• Lead on the communications aspects of creative campaigns, ensuring messages are compelling and consistent across channels.
• Develop clear, consistent campaign messaging that resonates with target audiences and supports fundraising, advocacy, and awareness objectives.
• Coordinate and produce content for supporter newsletters, brochures, and email campaigns.
• Support fundraising and advocacy campaigns with strong messaging and storytelling.
• Collaborate with internal teams to ensure alignment of communications with fundraising and programme priorities.

Internal Communications

• Support internal communications to ensure staff and volunteers are well-informed and engaged.
• Produce clear and engaging updates for internal newsletters, briefings, and team events.
• Assist senior leadership with speech writing and formal communications as required.
• Monitoring and Reporting
• Track and evaluate communications activities, media coverage, and supporter engagement.
• Report on communications performance to the Director of Marketing and Communications with recommendations for improvement.
• Monitor media coverage and supporter sentiment, providing insights to inform future communications.

This job description reflects the current requirements of the post. As duties and responsibilities change and develop due to changes in organisational and other circumstances, so the actual duties and responsibilities will vary from the particulars of this job description.

Instructions to Apply

Please apply with your CV and supporting outlining how your skills and experience meet the person specification for the post. Successful applicants will be subject to relevant reference and identification checks. Due to the volume of applications, we may be unable to respond to all candidates. If your application is short-listed, we will get in touch. If you have not heard from our team within 8 weeks, please assume your application has not met the criteria on this occasion. No agencies please. Thank you for your interest in READ Foundation, we look forward to receiving your application. Person Specification Essential

• Degree or 3+ years’ experience in communications, PR, or a related field
• Proven ability to write and edit clear, persuasive, and inspiring copy across multiple formats (press releases, speeches, blogs, newsletters, brochures, donor reports, campaigns)
• Experience in developing campaign messaging and narratives tailored to different audiences and channels.
• Strong proofreading and attention to detail in tone, grammar, and style
• Confidence in speech writing, voiceover scripts, and formal communications for leadership, campaigns, and events
• Experience in reviewing and copy-editing reports and organisational documents
• Knowledge of media relations and experience engaging with journalists/outlets
• Familiarity with social media management and ability to support digital campaigns
• Experience in developing creative campaigns and supporter-facing content
• Excellent interpersonal and stakeholder management skills
• Highly organised with strong planning and time-management skills
• Self-motivated and able to work independently as well as collaboratively

Desirable

• Understanding of advocacy and policy communications
• Understanding of SEO and website content updates
• Awareness of accessibility and inclusivity in communications
• Ability to make basic design/layout amends using templates (e.g. Canva, InDesign)
• Knowledge of Arabic or Urdu

Commitment to Safeguarding and Protection from Sexual Exploitation and Abuse (PSEA) All staff members, regardless of their role or level within READ Foundation are required to uphold READ Foundation’s safeguarding standards and commit to the prevention of sexual exploitation and abuse (SEA). Key Responsibilities:

• Adhere to READ's Safeguarding and PSEA Policies and Code of Conduct at all times.
• Report any safeguarding concerns or SEA incidents they become aware of, following READ's reporting mechanisms.
• Participate in mandatory safeguarding training and refresher sessions.
• Cooperate in good faith with any safeguarding investigations, audits, or reviews conducted by READ.
• Promote a culture of safeguarding within their respective roles and ensure that safeguarding risks are identified and mitigated.
• Failure to comply with these safeguarding responsibilities may result in disciplinary action, including termination of employment, in line with organisational policies.

Safeguarding Commitment: At READ Foundation, we are unwavering in our dedication to creating a safe and secure environment for all, especially children and vulnerable adults. We maintain a zero-tolerance policy towards any form of sexual exploitation and abuse. To uphold this commitment, this role necessitates background checks and strict adherence to our safeguarding policies and procedures. By applying for this position, you acknowledge and pledge to uphold our safeguarding principles.

Company benefits 

The position also comes with the following benefits:

• Investment in training, professional growth and development
• Health insurance cash plan
• Hybrid working options available (some days working remotely can be discussed at time of interview)
• Occupational Pension Scheme
• 32 days annual leave (including Bank Holidays and company-wide holidays)
• Paid time off for bereavement, sick days and medical appointments
• Awards for employee of the year
• Annual away days/retreats involving training, teambuilding, outdoor and social activities.
• Free parking in a central location
• Access to prayer facilities

READ Foundation is committed to diversity and equality of opportunity in all aspects of our work, along with encouraging a healthy work life balance. READ Foundation is an accredited National Living Wage Employer.

Job Description & Person Specification Donor Care Officer Salary:             Competitive £12.50 per hour Contract:         Casual/Part-Time Hours:              Rotational (8 – 40 hours a week) Location:          Manchester M14 6AX Reports to:      Donor Care Team Leader / Donor Care Manager Closing Date:  1st November 2025 We are unable to sponsor applicants for visas for this particular post. Applicants must be resident in the UK and have the Right to Work in the UK. About READ Foundation   READ Foundation is a UK-based registered charity working to provide access to quality education to vulnerable children in our regions of work. We create opportunities for orphan and needy children to go to school, gain an education and build a better life for themselves. We currently focus on constructing new schools, providing sponsorship for orphans and are now expanding our educational portfolio to reflect the large humanitarian and development needs ongoing throughout the world. About Donor Care  The Donor Care department at READ is essential to the organisation's success, fulfilling its role as the primary hub for customer service and income generation. Through various communication channels, including telephone, email, letters, and WhatsApp, the department adeptly handles donor queries, engaging in both inbound and outbound calls to provide exceptional support and guidance. This dynamic contact centre ensures that donors receive the assistance they need at every interaction. Comprised of the Pledge Team, Orphans Team, and Payments Support Team, this department collectively contributes to donor acquisition, retention, and financial resilience. The Pledge Team plays a critical role in managing all aspects of donation processing, including donations arising from both UK and international fundraising events. They meticulously handle pledge forms, process contributions, and conduct courtesy calls, ensuring seamless donor engagement and support. Meanwhile, the Orphans Team oversees the donation aspect of READ's flagship Orphan Sponsorship program and excels in Sponsorship retention and data management. Simultaneously, the Payments Support Team addresses payment issues promptly, ensuring a consistent income stream and supporting the organisation's financial planning. Together, these teams uphold the organisation's sustainability and effectiveness in achieving its philanthropic objectives. Purpose of Job The Donor Care Officer is a key role within READ Foundation, contributing directly to donor care excellence and income generation. This position acts as a central hub for donor engagement and support, ensuring that donors receive a professional and seamless experience at every stage of their journey with READ. The role is dynamic in nature, with day-to-day tasks varying according to organisational priorities, departmental needs, and the Officer’s competency. While outbound calling plays an important part in seasonal campaigns (primarily during Ramadan and Dhul Hijjah), the core focus remains on year-round donor management, compliance, and administration. Core Departmental Tasks Donor Care Officers may be assigned to some or all of the following tasks, depending on team needs and individual competency:

• Pledges: Process and manage donations and pledges from fundraising events; track and follow up on outstanding pledges; support pledge conversion rates.
• Gift Aid Compliance: File, process, and audit Gift Aid Declarations to ensure HMRC compliance, including addressing incomplete or missing information.
• Orphan Sponsorship Renewals: Support renewal and retention activities using a variety of touchpoints and tailored communication.
• Direct Debit Retention & Payments: Manage recurring donations, resolve missed or failed payments, and troubleshoot donor payment issues.
• Inbound Donor Support: Handle donor queries via calls, emails, and other channels with professionalism and care.
• Administration: Provide accurate and timely administrative support across donor-related processes.

Working Hours You have no guaranteed hours of work in any given week and any hours of work provided will be variable.  In some weeks you may not be required to work any hours.  Payment will only be made for actual hours worked and therefore no payment will be made for weeks where you are not required to work. When work is offered, it will cover the following hours:

• Monday to Friday: 9:00 AM – 5:00 PM (hours may fluctuate depending on team allocation and task requirements).
• Weekends: 12:00 PM – 4:00 PM (seasonal or ad hoc, as required).

Shift patterns and workloads vary throughout the year, depending on organisational priorities such as fundraising events and campaigns. Important Disclaimer This position is offered on a zero-hour contract basis. Due to the nature of the role, workloads can fluctuate, and flexibility is required. While there is no guaranteed minimum number of weekly hours outside of seasonal campaigns, there will be times when staff are expected to work a set minimum.

• During Ramadan, all Donor Care Officers are expected to commit to a minimum of 24–30 hours per week, with flexibility for evening and weekend shifts.
• Attendance at the mandatory pre-Ramadan training sessions on 14th and 15th February 2026 is required.

Further details regarding shift patterns and expectations will be discussed during the interview process. Main Responsibilities

• Initiate proactive outreach to donors to maximise income generation.
• Showcase in-depth knowledge of READs projects and services to inform and engage donors.
• Effectively handle incoming calls and address donor inquiries.
• Proficiently process a variety of donations (credit cards, direct debits, bank transfers, etc.).
• Maintain the accuracy and currency of the fundraising database.
• Oversee donation processing systems, including form scanning, allocation, acknowledgement, and recordkeeping.
• Fundraising Event Support: Attend and assist at READ Foundation fundraising events and mosque collections as required (at minimum, at Manchester-based events). Responsibilities include assisting donors, handling PDQ donations, distributing and collecting pledge forms, and supporting event logistics.
• Ensure strict adherence to GDPR regulations, promptly responding to donor preferences across communication channels.
• Facilitate communication with donors on various topics, such as missed donations, renewals, and pledges via multiple communication methods.
• Maintain and update real-time event donation tracking reports and excel sheets.
• Expertly manage communication, including information requests, complaints, and general inquiries.
• Precisely input new donor data and update records as needed.
• Skilfully resolve donor complaints and issues.
• Positively contribute to team morale through approachability, sociability, and a strong work ethic.
• Volunteer to support the charity's fundraising events by assisting donors, handling PDQ donations, distributing and collecting pledge forms, and helping with event logistics.
• Provide support with administrative tasks across various departments (ad-hoc).

Instructions to Apply Please apply with your CV and supporting outlining how your skills and experience meet the person specification for the post. Successful applicants will be subject to relevant reference and identification checks. Due to the volume of applications, we may be unable to respond to all candidates. If your application is short-listed, we will get in touch. If you have not heard from our team within 2 weeks, please assume your application has not met the criteria on this occasion. No agencies please. Thank you for your interest in READ Foundation, we look forward to receiving your application. Commitment to Safeguarding and Protection from Sexual Exploitation and Abuse (PSEA) All staff members, regardless of their role or level within READ Foundation are required to uphold READ Foundation’s safeguarding standards and commit to the prevention of sexual exploitation and abuse (SEA). Key Responsibilities:

• Adhere to READ's Safeguarding and PSEA Policies and Code of Conduct at all times.
• Report any safeguarding concerns or SEA incidents they become aware of, following READ's reporting mechanisms.
• Participate in mandatory safeguarding training and refresher sessions.
• Cooperate in good faith with any safeguarding investigations, audits, or reviews conducted by READ.
• Promote a culture of safeguarding within their respective roles and ensure that safeguarding risks are identified and mitigated.
• Failure to comply with these safeguarding responsibilities may result in disciplinary action, including termination of employment, in line with organisational policies.

Safeguarding Commitment: At READ Foundation, we are unwavering in our dedication to creating a safe and secure environment for all, especially children and vulnerable adults. We maintain a zero-tolerance policy towards any form of sexual exploitation and abuse. To uphold this commitment, this role necessitates background checks and strict adherence to our safeguarding policies and procedures. By applying for this position, you acknowledge and pledge to uphold our safeguarding principles.

Person Specification Knowledge:

• Hold A-level or equivalent qualifications, with a minimum of a B grade in English at GCSE/A level.
• Fluent in English, with excellent verbal and written communication skills.
• Proficiency in multiple languages, including English, Urdu, and Punjabi.
• Strong familiarity with database operations and reporting tools.
• Advanced proficiency in Excel, including data analysis, formulas, and reporting.
• Proficient in Microsoft Office software.

Experience:

• Minimum of 1 year of experience in a charity or customer service environment, particularly in a contact centre role with proven expertise in handling both inbound and outbound calls.
• At least 1 year of experience using a CRM system, with demonstrated proficiency. Strong knowledge and competency in Salesforce is highly desirable.
• Experience in accurate data entry and effectively managing multiple tasks while prioritizing complex workloads.
• Experience in a multidisciplinary role, demonstrating adaptability and collaboration.
• Skilled in engaging with stakeholders from diverse backgrounds.
• Passion for and knowledge of the international development sector.

Ramadan Special Working Environment

• Enjoy a fun, energetic, and lively atmosphere.
• Engage in congregational prayers and foster a sense of community spirit.
• Receive thorough training, including Zakat sessions led by a well-respected Sheikh.
• Immerse yourself in the Ramadan spirit with decorative elements enhancing the mood.
• Enjoy uplifting daily spiritual reminders, adding a meaningful touch to your work environment.
• Participate in enjoyable and healthy competitions that contribute to team spirit.
• Benefit from flexible working hours to accommodate your schedule during this busy month.
• Experience the joy of iftar provided on late shifts, creating a shared and supportive atmosphere.
• Seize the opportunity to earn while maximizing your spiritual rewards through impactful charity work.
• Receive ongoing training and support, ensuring personal and professional growth.

This job description outlines the present demands of the role. As tasks and obligations evolve in response to changes within the organisation and external factors, the specific duties and responsibilities may change from the details provided in this job description. This job description outlines the present demands of the role. As tasks and obligations evolve in response to changes within the organisation and external factors, the specific duties and responsibilities may change from the details provided in this job description. Skills

• Communication Skills: Clear and effective communication is essential for making outgoing calls to donors, providing information, and dealing with inquiries, complaints, and general queries.
• Customer Service: Being able to address donor needs, answer questions, and provide excellent customer service during inbound and outbound interactions.
• Attention to Detail: Accurate processing of donations, updating donor information, and maintaining the fundraising database require meticulous attention to detail.
• Data Management: Proficiency in managing donor data, processing donations, and ensuring the accuracy and integrity of the fundraising database.
• Organisational Skills: Managing donations processing systems, maintaining spreadsheets for reporting, and handling priority issues demand strong organisational abilities.
• Regulatory Compliance: Knowledge of GDPR regulations and adherence to IOF codes of conduct and Gift Aid rules to handle donor data and communication in a compliant manner
• Problem Solving: Ability to identify and resolve donor-related issues, complaints, and inquiries effectively and efficiently.
• Positive Attitude: Contributing to team morale and fostering a positive work environment through sociability, enthusiasm, and motivation.
• Multi-channel Communication: Proficiency in using various communication channels like phone, email, letter, and messaging apps to engage with donors and manage their preferences.
• Team Collaboration: Working collaboratively with the team to ensure seamless donor interactions and efficient donation processing.
• Adaptability: Being able to adapt to changing situations, donor preferences, and evolving responsibilities within the role.
• Reporting Skills: Building and maintaining spreadsheets for real-time reporting requires skills in data analysis and reporting.
• Empathy: Demonstrating empathy and understanding when dealing with donor concerns and complaints.

Behaviours 

• Communicates openly and transparently with management and colleagues, fostering trust, collaboration, and accountability.
• Demonstrates creativity, curiosity, and a commitment to skill enhancement.
• Receptive to constructive feedback.
• Displays enthusiasm for work quality and embraces technological advancements.
• Exhibits strong time management and workload organisation.
• Thrives in meeting deadlines and maintaining composure under pressure.
• Effectively engages with stakeholders internally and externally.
• Manages multiple tasks concurrently.
• Exemplifies meticulous attention to detail and commitment to excellence.

Job Description & Person Specification Donor Care Events Lead (pledges) Salary:             £27,000 per annum Contract:         Permanent Hours:             Full-time, 40 hours per week Location:         Manchester, M14 6AX Reports to:      Donor Care Manager / Donor Care Team Leader Closing Date:  Rolling (until a suitable candidate is identified) We are unable to sponsor applicants for visas for this particular post. Applicants must be resident in the UK and have the Right To Work in the UK.  About READ Foundation READ Foundation is a UK based registered charity working to provide access to quality education to vulnerable children in our regions of work. We create opportunities for orphan and needy children to go to school, to gain an education and build a better life for themselves. About Donor Care The Donor Care department at READ is essential to the organisation's success, fulfilling its role as the primary hub for customer service and income generation. Through various communication channels, including telephone, email, letters, and WhatsApp, the department adeptly handles donor queries, engaging in both inbound and outbound calls to provide exceptional support and guidance. This dynamic contact centre ensures that donors receive the assistance they need at every interaction. Comprised of the Pledge Team, Orphans Team, and Payments Support Team, this department collectively contributes to donor acquisition, retention, and financial resilience. The Pledge Team plays a critical role in managing all aspects of donation processing, including donations arising from both UK and international fundraising events. They meticulously handle pledge forms, process contributions, and conduct courtesy calls, ensuring seamless donor engagement and support. Meanwhile, the Orphans Team oversees the donation aspect of READs flagship Orphan Sponsorship program and excels in Sponsorship retention and data management. Simultaneously, the Payments Support Team addresses payment issues promptly, ensuring a consistent income stream and supporting the organisation's financial planning. Together, these teams uphold the organisation's sustainability and effectiveness in achieving its philanthropic objectives. Purpose of Job The Donor Care Project Lead (Pledges) is a key position within the READ Foundation, serving as the primary link between the Donor Care and Fundraising departments. This role offers an incredible opportunity to be at the forefront of one of our most significant income generation streams, managing pledge activities from initial donor contact to final fulfilment. You will have the unique chance to attend and support numerous charity events across the country, connecting with some of the world’s leading scholars and influencers. This role requires dynamic leadership and strategic vision to optimise processes and drive team performance, ensuring we make a substantial impact on our mission to provide quality education to vulnerable children. As the Donor Care Project Lead, you will be instrumental in resource planning, team development, and enhancing donor engagement and retention. Your efforts will directly contribute to the success of our fundraising initiatives and the continued growth of our charitable impact.   Main Responsibilities Included but not limited to;

• Attend/arrange for representation of DC all charity events and tours primarily to process pledge donations.
• Support event logistics as needed and supervise volunteers.
• Engage personally with donors at events by manning the READ desk, answering questions, assisting with pledge forms, and building rapport.
• Assist with local Jummah collections and mosque collections during Ramadan.
• Plan and allocate resources ahead of events to ensure timely processing of pledge forms and maximise pledge conversions.
• Manage the Pledge Team, including monitoring performance against set KPIs and overseeing daily operations.
• Manage and maintain all WhatsApp communications related to pledges, ensuring timely and professional responses to uphold excellent customer service standards.
• Provide training, coaching, and support to the Pledge Team.
• Work closely with fundraisers, conducting weekly meetings to discuss progress, tasks, and succession planning.
• Serve as the liaison between the Donor Care and Fundraising teams.
• Develop new and enhance existing processes to ensure optimal efficiency of Pledge Management.
• Prepare financial reports and ensure accurate record-keeping of all event-related transactions.
• Assist the Fundraising Manager with administrative tasks and event logistics.
• Provide daily reports to the Team Leader and Donor Care Manager on performance and progress.
• Ensure the timely processing of all pledge forms and donations from events as per the agreed processes.
• Produce and maintain dashboards on Salesforce and Excel to monitor event performance and conversion rates using real-time data.
• Produce monthly and ad hoc reports for the Senior Management Team (SMT) and the Donor Care Manager.
• Analyse trends and data, such as new donor acquisition.
• Help fundraisers conduct invitations, support ticket sales, and send feedback.
• Develop donor retention strategies.
• Work closely with fundraisers to cultivate relationships with high-net-worth donors.

Important Disclaimer: Most of the tasks will be completed by you; however, during busier periods and tours, you will have 1-3 staff members to support you. You will also be responsible for their attendance, performance, and development, alongside the team leader. Training and Development:

• Provide comprehensive training to the pledge team to enhance their performance and help them achieve their targets.
• Offer one-to-one support to team members, addressing and resolving any issues they may encounter.

Supervision and Performance Monitoring

• To search and recruit for sutiable candiates to join and enchance the team (internally).
• Keep a record of staff peromances and have individual targets set per subordinate.
• To have weekly meetings with the team members to discuss current performance and future plans.
• Provide one-to-one support to staff to help them deal with any issues they may be facing.
• To ensure staff morale is high, creating and maintaining a positive working environment.
• Training the relevant subordinates on the team to assure they maintain imaculate. customer service on and off the phones in response to the donors needs.

Administration

• Maintain and develop new administrative procedures/systems by updating records and ensuring the maintenance of physical and electronic documents/data to keep all records as secure and accurate as possible for business efficiency purposes.
• Provide secretarial support, including transcribing, arranging and participating in meetings, minute taking, follow-up filing/data input, routing correspondence, drafting and circulating communications as required, and securing confidential sensitive information.
• Update/input transactions onto all logs/systems, including Salesforce, to ensure records are secure and accurate for business efficiency purposes.

This job description reflects the current requirements of the post. As duties and responsibilities change and develop due to changes in organisational and other circumstances, so the actual duties and responsibilities will vary from the particulars of this job description. Special Working Conditions 

• Work occasional flexible hours including evenings and weekends.
• Minimum Weekly Hours: The role requires a minimum commitment of 40 hours per week, Monday to Friday from 9:00 AM to 5:00 PM.
• Shift Flexibility: During busier periods, such as Ramadan, shift times may vary to accommodate operational needs.
• Ramadan Night Shifts: Night shift coverage during Ramadan is expected, typically extending until 10 or 11 PM. This responsibility will be scheduled on a rotating basis among team leaders.
• Participation in Fundraising Events: Attendance and active participation in our fundraising events and tours are expected. Expenses related to participation will be covered by the organisation.

 Instructions to Apply Please apply with your CV and supporting letter outlining how your skills and experience meet the person specification for the post. Successful applicants will be subject to relevant reference and identification checks. Due to the volume of applications, we may be unable to respond to all candidates. If your application is short-listed, we will get in touch. If you have not heard from our team within 8 weeks, please assume your application has not met the criteria on this occasion. No agencies please. Thank you for your interest in READ Foundation, we look forward to receiving your application.

Person Specification Knowledge:

• Proficient in written and spoken English with effective communication skills at all organisational levels.
• Demonstrated experience in CRM systems, particularly Salesforce, and competency in Microsoft Excel is essential.
• Understanding of performance management principles.
• Practical expertise in addressing customer queries and providing exceptional customer care.
• Familiarity with database management and reporting tools.

Experience:

• At least 1 year of experience within a charity or similar non-profit environment desired.
• Minimum of 1 year of customer service experience in a contact centre required.
• Previous experience in juggling a demanding workload.
• Proven track record in achieving targets
• Experience in staff management and leadership required.
• Proficiency in data exporting, analysis, and reporting required.

Non-Technical Competencies: Communication Skills:

• Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely.
• Active listening skills to understand donor needs and concerns and provide appropriate solutions or assistance.

Customer Service Orientation:

• Strong commitment to providing exceptional customer service, with a focus on exceeding donor expectations and building long-term relationships.
• Empathy and patience in dealing with donor inquiries and resolving issues in a timely and satisfactory manner.

Problem-Solving and Decision-Making:

• Analytical thinking and problem-solving skills to identify root causes of donor issues and develop effective solutions.
• Ability to make sound decisions under pressure, balancing donor satisfaction with organisational goals and priorities.

Teamwork and Collaboration:

• Proven ability to work collaboratively in a team environment, fostering a culture of cooperation, respect, and mutual support.
• Experience in effectively delegating tasks, coordinating efforts, and achieving shared objectives.

Leadership and Motivation:

• Strong leadership qualities, including the ability to inspire and motivate team members to achieve excellence and exceed performance expectations.
• Demonstrated resilience and adaptability in navigating challenges and driving continuous improvement within the team and department.

At READ Foundation, we prioritise safety for all, especially children and vulnerable adults, with a zero-tolerance policy on sexual exploitation and abuse. This role requires background checks and strict adherence to safeguarding policies. By applying, you agree to uphold our safeguarding principles.

Company benefits The position also comes with the following benefits:

• 32 days annual leave (including Bank Holidays and company-wide holidays)
• Awards for employee of the year
• Investment in training, professional growth and development
• Occupational Pension Scheme
• Health cash plan

READ Foundation is committed to diversity and equality of opportunity in all aspects of our work, along with encouraging a healthy work life balance. READ Foundation is an accredited National Living Wage Employer