At Dogs Trust Ireland, our supporters are at the heart of everything we do. We’re looking for a passionate individual to help deliver an exceptional supporter experience, whilst raising vital funds to help dogs in need. This role focuses on providing exceptional customer experience and care to our supporters, and administrative support across a range of fundraising activities, building trust, strengthening relationships, and contributing to driving income and long-term loyalty. The full-time 9 month fixed-term contract role will support the Fundraising Team by ensuring smooth day-to-day operations, responding to queries with empathy and efficiency, whilst feeding back valuable insights from interactions to improve engagement strategies. We’re seeking a natural communicator, a problem-solver, and a multitasker who thrives on making people feel valued and heard, going above and beyond to anticipate supporter needs. You'll also champion a supporter-first mindset across the organisation, ensuring it is at the core of all our work.
Overview of the Department/Team
Dogs Trust Ireland’s Fundraising Department is a passionate and purpose-driven team, dedicated to engaging the public in supporting our work. We aim to ensure that every interaction with our supporters or members of the public is exceptional, making sure that everyone feels valued, heard, and connected to our cause. We have a wide range of fundraising activities across various teams, all united by our shared commitment to building meaningful, long-lasting relationships with our supporters. The growth of our team and income to date is thanks, in no small part, to the excellent supporter experience we've worked hard to create. We are now ready to build on that success, expanding our supporter care approach, refining what we do well, and continuously improving how we engage with those who support us. We are a collaborative, ambitious, and forward-thinking team, always exploring new ideas and approaches to improve what we do. We value empathy, initiative, and creativity to deliver exceptional supporter care. If you have a customer-centric mindset, and you are passionate about contributing to an outstanding supporter experience, you'll love helping us shape our supporter engagement goals.
Key areas of accountability
Supporter & Public Engagement:
• Act as a first point of contact for supporters and members of the public across phone, email, post, and in-person interactions.
• Deliver warm, confident, and empathetic responses across all channels.
• Troubleshoot queries where possible and escalate more complex or sensitive issues to relevant teams.
• Accurately capture details of queries, interactions, and sentiment using internal systems to inform future supporter insights.
• Consistently meet tele KPIs (e.g. talk time, call/email quality, after-call work) and accurately log customer interactions in line with established standards.
• Build meaningful relationships that make people feel valued, heard, and connected to our work.
• Always Represent Dogs Trust Ireland with professionalism and positivity.
Campaign & Event Support:
• Lead in Dogs Trust Ireland’s presence at key events such as the Dublin City Marathon, Women’s Mini Marathon, Ploughing Championships and internal supporter events. Including pre/post-event prep, logistics, managing supporter interactions, and event attendance.
• Support the mapping and delivery of thoughtful and engaging experiences for donors and community fundraisers, in collaboration with the Campaign Delivery Manager and other key team members. Coordinate communications for activities such as Rehoming Centre tours, ensuring a smooth process from invitation through to follow-up, as well as overseeing engagement and recognition for community fundraising initiatives.
• Act as the main point of contact for supporter responses to fundraising campaigns. Handle donor queries, process follow-ups and acknowledgements, and maintain consistent, high-quality engagement across channels.
• Coordinate the timely dispatch of stewardship items like thank-you letters, donor packs, event materials, and campaign collateral, maintaining high standards of supporter care and attention to detail.
Data & Systems Management:
• Maintain accurate and up-to-date supporter records within the CRM, ensuring data hygiene, consistency and compliance.
• Produce detailed post-event reports covering supporter feedback, engagement outcomes, and logistical learnings.
• Help prepare wider campaign reporting, providing insights from donor interactions and response trends. Contribute summaries on supporter sentiment and engagement to inform team strategies.
• Provide admin support for a range of fundraising activity across Individual Giving, Digital, and Corporate & Philanthropy teams, ensuring smooth delivery and consistent, high-quality supporter experiences.
• Connect cross departmentally with Operations, Training & Engagement, Advocacy, and Communications & PR to stay informed of organisational activity and confidently respond to supporter and public queries.
Administrative Support:
• Maintain clear digital and physical filing systems in line with data retention policies, including archiving and secure disposal of documents as per retention calendar.
• Accurately process incoming donations, tax-back forms, Sponsor a Dog correspondence, In Memory and Legacy Giving and related financial documentation in line with internal procedures.
• Provide administrative assistance with meeting preparation, scheduling, agenda setting, and minute-taking when required.
• Collate both formal and informal feedback from supporter interactions, following established processes to help inform and shape engagement strategies, content, and messaging.
• Proactively seek efficiencies and enhancements in both supporter processes and internal workflows.
Person Specification (Essential skills, qualifications, experience, and attributes)
* This is a people-focused role that requires excellent communication skills, confidence engaging with the public, and a genuine enjoyment of helping others.
* Proven experience in customer experience (CX) and customer service roles, with solid understanding and handson experience with VoIP systems and support.
* Empathetic, friendly, and clear in all interactions, with a natural ability to build rapport and make supporters feel valued and heard.
* Highly organised and detail-oriented, with strong administrative skills and accuracy when handling data, supporter records, or campaign activity.
* Comfortable using systems such as CRMs, shared inboxes, spreadsheets, and reporting tools.
* Proactive and solutions-focused with the ability to spot and resolve issues independently, escalating where needed.
* A flexible and collaborative team player, confident working across departments, and juggling multiple priorities in a fast-paced environment.
Desirable skills (qualifications, experience, and attributes)
* Experience in fundraising or working with donor/supporter care in a charitable context. Familiarity with fundraising platforms
* Strong understanding of donor stewardship and the ability to contribute to enhancing donor experiences.
* Proven ability to work collaboratively across multiple teams, including marketing, fundraising, and communications.
* Previous experience in administrative roles or environments requiring data management, reporting, and communication with diverse stakeholders.
Additional information
* Requirements for occasional travel and overnight stays.
* Attendance and assisting with the management of events outside normal working hours is a feature of the role and therefore flexibility is required.
* Requirements to work flexibly to meet the needs of the organisation when required.
* This is a full-time, fixed term contract for 9 months
* The salary range for this role is 30-35K DOE
* Dogs Trust Ireland CLG is an Equal Opportunities Employer
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Contract
* Industries
Non-profit Organization Management
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