Who We Are

Human Appeal is a global non-profit humanitarian and development organisation. We deliver life-saving emergency assistance such as food, medical aid, and disaster relief. At the same time, we run sustainable, community-led programmes in healthcare, education, and livelihoods to build resilience and self-reliance. Our experienced local teams work in vulnerable, hard-to-reach areas. Guided by a vision of a just, caring, and sustainable world, our mission is to save lives, alleviate poverty, and empower communities in line with the core humanitarian principles of humanity, impartiality, neutrality, and independence.

Position Overview

This position is responsible for maintaining the relationship with Human Appeal's new and existing donors. Ensuring clear communication is provided when updating them on how their donation has been spent through Explanation of Human Appeal's local and international projects and courteously endorsing their continued Contribution.

Main Responsibilities

The Donor Care Advisor will be responsible for:

• Engaging with Human Appeal donors
• Handling customer inquiries via telephone and email in a warm and courteous manner
• Generating funding for Human Appeal through telephone donations
• Chasing pledges made by our donors during events
• Maintaining call centre database by entering or updating information accurately
• Generating ticket sales for fundraising events
• Attending and helping out during Live TV/Radio Appeals
• Ensuring customer satisfaction levels are met
• Maximising donor retention
• Outbound/Inbound call centre
• Achieving set KPI targets
• Support other departments as required
• Keep up to date with the events within the Charity to satisfy Donor enquiries
• To participate in the appraisal process and ensure that agreed objectives are achieved, taking responsibility for directing own learning and development activities (e.g. private study, e-learning)
• To attend and contribute positively to meetings, conferences and training courses as agreed with the line manager
• Establish and maintain effective working relationships with co-workers, supervisors, managers, directors and the general public
• Other duties as per the request of the Donor Care Manager in the interest of the organisation objectives