Supporter Relations Assistant (x5)

Islamic Relief Worldwide is an international humanitarian and development charity founded in 1984, operating across 45+ countries supporting communities affected by poverty, conflict, and disasters. The Supporter Relations Unit at our London headquarters (Waterloo) is expanding with five full-time roles on fixed-term contracts under a hybrid working arrangement.

Your Role

You will serve as a primary point of contact for supporters and members of the public across multiple channels: telephone, email, postal correspondence, and digital platforms. This is a front-line customer-service position delivering consistent excellence across high volumes, especially during peak periods.

Key Responsibilities

• Manage the organization's telephone switchboard and phone enquiry systems
• Process donations accurately and securely (Direct Debit, standing orders, bank transfers, CAF giving, payroll schemes)
• Maintain accurate supporter records via database entry and updates in Raiser's Edge (our fundraising platform)
• Acknowledge and thank donors through timely issuance of certificates, receipts, and reports
• Handle supporter enquiries and complaints with sensitivity and professionalism
• Support data cleansing and database administration
• Coordinate temporary staff and volunteers during peak periods
• Support major fundraising campaigns including Ramadan appeals, Qurbani campaigns, orphan sponsorship drives, and emergency responses
• Provide general administrative support to the Supporter Relations team

Required Experience & Skills

• Proven experience in customer service, supporter care, or administrative roles
• Competency with databases and Microsoft Office (Word, Excel)
• Fast, accurate data entry with strong numeracy
• Knowledge of Data Protection legislation (GDPR compliance)
• Excellent communication across phone, email, and written channels
• Strong organizational and administrative ability with meticulous attention to detail
• Ability to manage multiple priorities, work independently and collaboratively
• Commitment to handling sensitive and confidential information

Desirable Qualities

• Experience working with and coordinating volunteers
• Flexibility for evening or weekend hours during campaign peaks and emergencies
• Sincere commitment to Islamic Relief's values: sincerity, excellence, compassion, social justice, and custodianship

About You

You are talented, reliable, service-minded, resilient, and highly motivated. While you do not need to be Muslim, genuine commitment to Islamic Relief's faith-based values and mission is essential. UK-based applicants must have legal right to work in the United Kingdom.

Compensation & Terms

Salary: £27,093 per annum (£23,093 base plus £4,000 London weighting). Fixed-term full-time contract. Hybrid working from London headquarters.