Donor Payments & Process Officer

Job Description & Person Specification

Donor Payments & Process Officer

Salary:             £27,000 - £30,000

Location:         Manchester, M14 6AX

Reports to:      Donor Care Manager

Closing Date:   Rolling (until a suitable candidate is identified)

We are unable to sponsor applicants for visas for this particular post. Applicants must be resident in the UK and have the Right To Work in the UK.

About READ Foundation 

READ Foundation is a UK based registered charity working to provide access to quality education to vulnerable children in our regions of work. We create opportunities for orphan and needy children to go to school, to gain an education and build a better life for themselves. We currently focus on constructing new schools, providing sponsorship for orphans and are now expanding our educational portfolio to reflect the large humanitarian and development needs ongoing throughout the world.    

Purpose of Job

The Donor Payments & Officer is responsible for safeguarding the integrity of the charity’s donation systems and ensuring the financial resilience of income streams across the UK, USA, Canada, and other emerging markets. The role ensures that all donations—whether single or recurring—are processed smoothly and without disruption, including resolving issues originating from the charity’s websites. By maintaining clean, reliable data in Salesforce and leading the development of robust operational processes, the postholder plays a critical role in enabling accurate financial reporting and income tracking—essential for teams such as Finance and Programmes. The role also produces actionable insights through reports and dashboards, coordinates donation support team activities, and works cross-functionally to uphold donor confidence and protect income. This is a highly collaborative role requiring technical system understanding, attention to detail, and a commitment to excellence in donor experience and operational delivery.

Please note: A strong, hands-on working knowledge of Salesforce is a mandatory requirement for this role. Candidates without demonstrable experience using Salesforce will not be considered.

Main Responsibilities

Included but not limited to;

• Oversee all incomplete, failed, and abandoned donation workflows, ensuring smooth processing and issue resolution.
• Monitor recurring donation records and take corrective action on card failures, bank cancellations, authorisation issues, and system mismatches.
• Lead Donor Care Officers working on donation processing, incomplete payments, and CRM housekeeping by coordinating tasks and providing support.
• Ensure abandoned and failed donations are followed up appropriately using multi-touchpoint engagement (calls, SMS, WhatsApp, and email).
• Create and maintain Salesforce dashboards and ad hoc reports, including audit logs, housekeeping reports, and campaign performance summaries.
• Maintain and regularly update process documentation and task manuals to reflect operational needs and system updates.
• Translate technical data and CRM issues into accessible guidance for non-technical colleagues.
• Deliver internal training and guidance to Donor Care Officers involved in payments support.

Requirements

Main Responsibilities

Included but not limited to;

• Oversee all incomplete, failed, and abandoned donation workflows, ensuring smooth processing and issue resolution.
• Monitor recurring donation records and take corrective action on card failures, bank cancellations, authorisation issues, and system mismatches.
• Lead Donor Care Officers working on donation processing, incomplete payments, and CRM housekeeping by coordinating tasks and providing support.
• Ensure abandoned and failed donations are followed up appropriately using multi-touchpoint engagement (calls, SMS, WhatsApp, and email).
• Create and maintain Salesforce dashboards and ad hoc reports, including audit logs, housekeeping reports, and campaign performance summaries.
• Maintain and regularly update process documentation and task manuals to reflect operational needs and system updates.
• Translate technical data and CRM issues into accessible guidance for non-technical colleagues.
• Deliver internal training and guidance to Donor Care Officers involved in payments support.

Person Specification

Knowledge

• Good understanding of donation processing workflows and CRM-based task management.
• Strong working knowledge of Salesforce, including dashboards, campaign tracking, and data reporting.

Experience & Qualifications

• Proven experience in solving problems independently and effectively, especially in time-sensitive or data-driven environments.
• Experience producing and maintaining standard operating procedures (SOPs) and internal guidance documents.
• Experience handling both outbound and inbound calls, with a strong emphasis on delivering exceptional customer service and resolving queries effectively.
• Experience and understanding of payment processing workflows (e.g., Stripe, GoCardless).
• Minimum 2 years in a donor care, customer service, or charity income-processing role.
• Demonstrated leadership experience in coordinating tasks, supporting team members, and working towards deadlines.
• Exceptional knowledge of READ Foundation’s projects, services, and impact areas, with the ability to communicate these confidently to donors.

Skills

• High level of accuracy in data entry and CRM reporting.
• Exceptional knowledge of READ Foundation’s projects, services, and impact areas, with the ability to communicate these confidently to donors.
• Ability to support and guide team members while promoting best practice and consistency.
• Skilled in producing clear documentation, reports, and dashboards.
• Confident communicator, able to explain technical processes clearly to non-technical audiences.
• Strong problem-solving ability with attention to detail.
• Excellent organisational and time management skills.

Instructions to Apply

Please apply with your CV and supporting outlining how your skills and experience meet the person specification for the post.

Successful applicants will be subject to relevant reference and identification checks.

Due to the volume of applications, we may be unable to respond to all candidates. If your application is short-listed, we will get in touch. If you have not heard from our team within 2 weeks, please assume your application has not met the criteria on this occasion.

No agencies please.

Thank you for your interest in READ Foundation, we look forward to receiving your application.

Commitment to Safeguarding and Protection from Sexual Exploitation and Abuse (PSEA)

All staff members, regardless of their role or level within READ Foundation are required to uphold READ Foundation’s safeguarding standards and commit to the prevention of sexual exploitation and abuse (SEA).

Key Responsibilities:

• Adhere to READ's Safeguarding and PSEA Policies and Code of Conduct at all times.
• Report any safeguarding concerns or SEA incidents they become aware of, following READ's reporting mechanisms.
• Participate in mandatory safeguarding training and refresher sessions.
• Cooperate in good faith with any safeguarding investigations, audits, or reviews conducted by READ.
• Promote a culture of safeguarding within their respective roles and ensure that safeguarding risks are identified and mitigated.
• Failure to comply with these safeguarding responsibilities may result in disciplinary action, including termination of employment, in line with organisational policies.

Safeguarding Commitment: At READ Foundation, we are unwavering in our dedication to creating a safe and secure environment for all, especially children and vulnerable adults. We maintain a zero-tolerance policy towards any form of sexual exploitation and abuse. To uphold this commitment, this role necessitates background checks and strict adherence to our safeguarding policies and procedures. By applying for this position, you acknowledge and pledge to uphold our safeguarding principles.

Benefits

Company benefits 

The position also comes with the following benefits:  

• Investment in training, professional growth and development  
• Health insurance cash plan
• Hybrid working options may be available (some days working remotely can be discussed at time of interview) 
• Occupational Pension Scheme
• 32 days annual leave (including Bank Holidays and company-wide holidays) 
• Paid time off for bereavement, sick days and medical appointments 
• Awards for employee of the year 
• Annual away days/retreats involving training, teambuilding, outdoor and social activities.
• Free parking in a central location
• Access to prayer facilities

READ Foundation is committed to diversity and equality of opportunity in all aspects of our work, along with encouraging a healthy work life balance.  

READ Foundation is an accredited National Living Wage Employer.