Position Identification

Position Title:  Donor Care Officer
Organisation:  Islamic Relief South Africa
Location:   Capetown, South Africa
Reports to:   Donor Care and Orphans Co-ordinator

Islamic Relief

Islamic Relief South Africa (IRSA) is an independently registered NGO affiliated to Islamic
Relief Worldwide (IRW), the world’s largest, independent Muslim humanitarian
organisation. Islamic Relief’s mission is to help the poor and those in need regardless of
race, colour, political affiliation, gender or belief to live sustainable, self-reliant lives
within safe and caring communities.

Purpose of Department

To develop and implement strategies to increase the funding income of Islamic Relief through a range of fundraising initiatives and through acquisition and retention of donors, volunteers and supporters.

Purpose of Position

To be the frontline donor relations function at IRSA and ensure Donor Care provided is to the highest standards. This role of the post holder will include processing donations, updating supporter details and maintaining supporter records and database and ensuring that information held is accurate, appropriate and up to date.

Key Interfaces

  • Regular liaison with line manager and colleagues in the donor care and finance team to ensure that the duties of the department are fulfilled effectively.
  • Communicate with all fund development team.
  • Regular contact with donors and wider public to follow up on pledges, donations or general queries.

Scope and Authority :

The post holder has a mandate to cover all customer service issues within Islamic Relief SA and reports directly to the Line Manager. Regular communication and support should be provided to IR staff and volunteers; the line manager must be updated accordingly.

The post holder is expected to be aware of all updates within IRSA and be able to communicate these to the right channels at the appropriate times. The post holder is responsible for processing donations, keeping financial records, updating donors, service providers, regional representatives and other stakeholders’ database. Day to day database maintenance tasks, updating records and maintaining accuracy.

Key Accountabilities

The job holder is accountable for fulfilling his or her roles and responsibilities in line with Islamic values and principles of fairness, humanity, honesty, respect and fair treatment of his/her colleagues and staff. The following are the main responsibilities that the role holder will be accountable for:

Provide excellent donor care to Islamic Relief South Africa

  • Responsible for implementing and contributing towards the Donor Care strategy for Islamic Relief SA, including the development and implementation of a relationship management database software system.
  • Maintain a system of Donor Care that can keep the relationships with Islamic Relief donors in a professional, constant and adequate manner.
  • Ensure Donor Care is comprehensive and accurate by regularly reconciling with local sources.
  • Keep an updated database for Islamic Relief donors, their donations, sponsored projects and reports.
  • Keep CRM system up to date.
  • Ensuring donors and Partners queries by email, phone, social media
    channels or other means of communication are addressed and answered in
    a timely and precise manner, escalating when necessary.
  • Ensure progress/situational reports are sent out to donors in a timely and
    correct manner according to agreed format and times set.
  • Effectively deal with complaints, ensure learning from complaints is taken
    on board. Implement and develop processes for monitoring and report against IR’s centralised complaints procedure.
  • Work closely with key departments within IR to ensure that all communications to supporters is kept up to date and that service to supporters is co-ordinated and continuous.
  • Donor Centricity.

Regular Giving Administration

  • Manage and administer regular giving income including direct debits and Standing Orders and manage the scanning and storage of related records.
  • Administration of Direct Debit instruction and payment processes.
  • Regular administration of Direct Debits by processing EFT reports.
  • Monthly importing of Standing orders and administration of missed
    payments and cancellations

Donor enquiries

  • To be the first point of contact for the donors of IRSA and ensure that donor related enquiries are handled in a professional manner whilst maintaining high standards at all times.
  • To manage all the enquiries via the various email inboxes
  • Entering the donor details and particulars of the enquiries onto the
    relationship management database software, responding to these enquiries verbally and/or by using standard or drafting tailored written responses, dispatching leaflets, information packs and acknowledgement letters.
  • Handle all enquiries from donors by telephone, letter and the internet and bring to conclusion.
  • Ensure that all enquiries are handled within agreed standards.
  • Entering the donor details and particulars of the enquiries onto the
  • Achieve the best possible outcome for IR from each customer contact. This will involve pointing customers towards an engagement with IR that is the most suitable for the customer and the most beneficial for IR. Promote and effectively communicate Islamic Relief’s various projects, funds and campaigns.


  • Ensure records on relationship management database software and database are accurate and up-to-date. This involves inputting, amending, maintaining donor details on the database including complex data handling and data cleaning
  • Provide reports to other departments requesting information from the relationship management database software and database
  • Logging and processing the event forms from the Fund Development team.
  • Following up with pledges made at events as required.
  • Keeping up to date with changes in procedures and processes in donation related work e.g. ways of capturing and entering data.


  • Issuing Section 18A, standing order mandates, direct debits and donation coupons.
  • Ensure all filing and paperwork storage is maintained to the highest standards.
  • Administration of Standing order, Direct debit cancellations and missed payments.
  • Constantly monitor and look to improve the qualitative effectiveness of the work produced by the donor care team. This will include working on your own initiative to effect measurable improvements in donor care and data quality.
  • Responsible for preparing acknowledgements, deeds, and reports to donors.
  • Contribute to the efficient running and good practice of the donor care team and undertake other initiatives as required.
  • Accurate, correct processing of daily tasks.
  • Minimise reworks.
  • Accurate tracking of campaigns/appeals.

Project Work

  • Be involved in department or organisation project teams or working groups where appropriate.
  • Providing additional support to donor care as and when necessary such assisting with departmental projects. E.g. working on orphans reports when requested.
  • Volunteer Management. This includes managing office volunteers and managing the pool of Live appeal Volunteers. Assist with the volunteer training, overseeing it on the night from donor care aspect.


  • Work closely with key stakeholders in the organisation to ensure all donor care related work is kept up-to-date and that service to donors is co- ordinated and continuous.
  • Communicate performance with line manager.
  • Participate in meetings requested by line manager and to ensure that
    decisions from any meetings are followed up.
  • Proactively maintain awareness and knowledge of Campaigns and Appeals.
  • Participate in meetings as and when required in the Fund Development

General Duties of Islamic Relief Staff Member

  • Contribute to the effective and efficient running of Islamic Relief as appropriate
  • Participate, as appropriate, in Staff forums and Meetings
  • Adhere to Islamic Relief’s Policies and Procedures
  • Represent Islamic Relief to the wider community as appropriate
  • Treat all colleagues, volunteers and members of the public with dignity and
    work within and adhere to Islamic Relief’s equal opportunities statement
    and polices.
  • Ensure professionalism and credibility at all times
  • Any other tasks deemed appropriate by manager within the scope of the

Educational Qualification/Skills:

  • Tertiary qualification/s in relevant & related discipline
  • Extensive organisational and administrative experience.
  • Donor care or customer service experience.
  • Proven experience managing multiple projects, meeting deadlines, and using judgment and initiative in problem resolution

Skills & Knowledge Required

It is essential that the post holder shows a good understanding and empathy with the Islamic Values and principles as well as commitment to IRSA’s vision and mission.

Essential criteria

  • Good levels of computer skills with experience of working with databases and competent in Microsoft Office applications such as Word, Excel and Power Point.
  • Experience of working in customer service environment
  • Excellent verbal and written communication skills
  • Good standard of numeracy
  • Ability to work unsupervised and as part of a team
  • Ability to work in a methodical manner with attention to detail
  • Ability to plan, prioritise and deliver on tight timescales and work under pressure
  • Ability to input data accurately and efficiently
  • Willingness to work longer hours, including weekends, during peak campaigns
  • Strong empathy for the aims and work of Islamic Relief
  • Excellent communication and interpersonal skills
  • Good skills on database and data analysis.
  • Ability to exercise judgement quickly and take decisions in work related problems
    with a variety of issues independently.
  • Strong analytical thinking and problem solving skills.

Closing date: COB 24TH MARCH 2021

Please forward a copy of the completed application form (Download form), 1 page motivational letter and your CV along with a certified copy of your ID to recruitment@islamic-relief.org.za before the 24th March 2021.

Dearest applicant, kindly consider the following:

If the requirements of the application as above, is not met, we will consider the application as incomplete and this will therefore not be accepted.

Please consider your application as unsuccessful if you are not contacted within a month after the closing date.

Over and above operational requirements Islamic Relief South Africa will take into account the country’s and organisational employment equity imperatives.

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