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Donor service employee Full-time Job

2 months ago   Accounting & Finance   Amsterdam   279 views Reference: 486
Job Details

Donor service employee (32-38 hours per week)

Providing optimal service to our donors and supporters and thereby contributing to the maintenance, expansion and upgrade of our base is one of the priorities for team donors in general and for donor service in particular. Our base of donors and supporters is steadily growing and our portfolio is constantly expanding. This also increases the demand for inbound service through various channels. Together with a small team of colleagues, you ensure that donors and supporters get the information they are looking for, get the right answers to questions and that requests are handled quickly and satisfactorily.

The donor service employee is part of the Fundraising Team and works under the responsibility of the donor retention, development and service team leader.

About Save the Children:

Every child has the right to a happy childhood. That is why Save the Children does everything it can to improve the lives of children - and thus the future of our society.
We respond to emergencies, achieve sustainable development and ensure that children's voices are heard. As the largest independent children's rights organization in the world, we give children a healthy start, the opportunity to learn and protection from injustice. Every day again. unconditionally.

What will you do as a donor service employee

As a donor service employee you are the point of contact for our donors and supporters, mainly via email and post. You answer questions, you respond adequately and correctly to complaints and you implement requested changes quickly and accurately in our CRM system. Together with your colleagues, you ensure that you are always optimally prepared by being well informed about our activities and current events. You proactively identify opportunities for improvement in our processes, service provision and communication with our donors. Together with your colleagues, you seize these opportunities and come up with concrete improvement proposals to provide our donors with better and faster service.
You will receive clear KPIs about handling complaints, answering questions in a timely and careful manner and you feed back insights from our donors and supporters to your fundraising and communication colleagues.

  • Managing the inbound service desk together with colleagues from the donor service and answering all questions and requests within 48 hours: by telephone, e-mail, post and possibly via webcare and live chat.
  • Writing, managing and continuously improving 'FAQs' to provide efficient, unambiguous and up-to-date answers to the questions we receive every day.
  • Ensure that all requests and complaints are structurally and consistently documented.
  • Supporting the Fundraising department in the field of promotions, events and sending mailings.
  • Processing applications for periodic gift agreements.


Who are you?
You are an experienced administrative worker who stands firmly in his/her shoes. You are very structured in working and thinking. You get energy from a vibrant, creative and sometimes chaotic environment, with driven and passionate people. You have a flexible attitude and adapt quickly to unexpected events. You are very communicative, both with your colleagues and in communicating with our donors and supporters.

What's on your resume?

  • MBO/HBO work and thinking level
  • Understanding and experience with donor service processes
  • At least several years working in a marketing, fundraising or charity environment with specific knowledge of the relevant inbound service channels
  • You preferably have experience with CRM and/or CMS tools
  • Experience with fundraising channels and the processes surrounding recruitment, upgrade and retention
  • Proactive and the ability to continuously seek improvement
  • Strong communicator, decisive and stress resistant
  • You can work well independently and in a team
  • You have an excellent command of the Dutch language in word and writing
  • You have sufficient command of the English language to be able to work together
  • Thinking in solutions
  • Strong focus on details, accurate
  • Commercial and positive attitude
  • You are entitled to work in the Netherlands
  • Living in the The Hague area is an advantage


What do we have to offer you?

  • What you do helps millions of children worldwide. Direct or indirect;
  • Salary of course. We follow the salary scales of the central government on the basis of a 38-hour working week. This position is classified according to salary scale 7 (minimum 2,471.07 and maximum 3,220.75);
  • Your travel costs are fully reimbursed, with sustainable transport being our standard;
  • Annually 25 vacation days based on a 5-day working week;
  • Possibility to save extra leave;
  • A favorable pension scheme at Pensioenfonds Zorg & Welzijn;
  • Plenty of room for training & development, such as unlimited use of the New Heroes training platform;
  • A human employer, which is constantly evolving. That means a place where you can be yourself, shape changes and grow.
  • Good to know: if you are hired, you will initially receive a one-year contract, with a chance of extension.

Offers are subject to positive references and the submission of a recent Certificate of Good Conduct (VOG).

Why do we ask for references and a VOG?
Save the Children participates in the Inter-Agency Misconduct Disclosure Scheme.
As a children's rights organization that fights abuse in whatever form we first of all want to be able to guarantee that our own employees are not guilty of this, or have done so. That's why we participate in the Inter-Agency Misconduct Disclosure Scheme. And we take standard references when you apply for a job with us. By applying you agree to this.

What kind of employer is Save the Children?
In the Netherlands you work together with about 120 colleagues, but you are also part of an international network of more than 25,000 colleagues in 120 countries. We are the world's largest children's rights organization, but that doesn't mean our organization is impersonal. It was not! We make sure that everyone's voice just like that of the children we fight for is heard. That every colleague can be themselves and develop further.

At Save the Children, we are proud of our diversity. That is why we invite everyone to apply for a job with us, regardless of gender, sexual orientation, religious and/or cultural background, personality and/or other visible and invisible characteristics. We celebrate our differences, because they allow us to grow together.

Application procedure:
Got excited? Send your application before March 31, 2022 via the application form on our website . Unfortunately, we will not process applications that come to us in any other way.

We will try to respond to your application within 2 weeks of the closing date.
If you have any substantive questions about the vacancy, you can contact Annemieke Riegen, Teamleader Donor Retention, telephone number: 070 338 44 48.

If you have any questions about the application procedure, you can contact Sayonara Kartawirja, HR advisor, telephone number: 070 338 44 48

* We only use all information you enter to process your application. No later than 4 weeks after the application procedure has ended, we will delete your data from our systems.

Company Description
Home/About Us/About Save the Children
ABOUT SAVE THE CHILDREN
Save the Children is the world's leading independent organization for children. We work in more than 120 countries, saving children's lives; fight for their rights; help them fulfill their potential.
We work to inspire breakthroughs in the way the world treats children and to achieve immediate and lasting change in their lives. Across all of our work, we pursue several core values: accountability, ambition, collaboration, creativity and integrity.
In 2013 we reached over 143 million children through our work, including over 52 million children directly. Follow this link to read our latest International Annual Review.

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