Key Responsibilities:

 Income Processing and Supporter Management

• Manage the full life cycle of regular giving and CBM supporters, including acquisition, retention, and cancellation processes.
• Design, deliver, and monitor retargeting and reactivation campaigns for cancelled donors.
• Lead the CBM programme, ensuring timely updates and communications to sponsors.
• Develop and implement a structured retention strategy for CBM and regular giving supporters.
• Generate daily, weekly, and monthly reports on regular giving activities and trends.

Supporter Care and Enquiry Management

• Serve as the primary contact for supporters across all communication channels (phone, email, post, social media).
• Handle complaints professionally, ensuring resolution and continuous feedback into service improvement.
• Respond to all supporter interactions promptly, maintaining detailed records in the CRM system.
• Maintain supporter web accounts and assist in website-related enquiries.
• Produce accurate, timely thank-you letters, welcome packs, and other supporter communications.

Campaign Delivery and Administrative Support

• Deliver targeted outbound calling campaigns to retain, upgrade, or reactivate supporters.
• Assist in developing campaign materials, scripts, and processes that enhance the supporter journey.
• Support training of temporary and volunteer staff during peak campaigns.
• Undertake general administrative tasks to ensure the efficient running of the Supporter Relations team.

Compliance and Quality Assurance

• Ensure full compliance with GDPR, the Data Protection Act, and Muslim Aid’s internal policies.
• Maintain accurate Gift Aid records and ensure they are properly captured.
• Promote Muslim Aid’s ethos of compassion, accountability, empowerment, and justice across all activities.

Other

1. To ensure all records are maintained and stored appropriately in line with MA document management and IT policies.
2. To comply with all policies, procedures, legal and regulatory requirements.

Any other duties commensurate with the accountabilities of the post.