Donor Helpdesk Adviser Norway - Internal Applicant Only

Contract

This is a Professional contract, Grade 8 (NRC) contract. More about Professional contract, Grade 8 (NRC) contracts.

Context

The External Relations Department (ExRel) is responsible for engaging with private individuals and organizations to build awareness about NRC and raise funds for the organizations work for people forced to flee. To achieve this, ExRel operate across four main areas; Public Engagement ensuring that the voice of NRC and the people we serve is being heard; Global Fundraising raising unearmarked funds from private individuals for NRCs mission; Donor Management securing our income from regular donors; and Corporate Relations collaborating with the private corporate sector to attract and maintain grants and pro bono resources for the organization; Governance ensuring that department activities are aligned in a way that supports the department overall goals and are operated in a way that meets the laws and regulations within each country of operation.

We are happy to have you join our team!

What you will do

Our Donor Management helpdesk service team operates a helpdesk service in Norwegian, Swedish, German and English to individual donors (currently over 65,000 people). They do this using a team of multi lingual part time staff using phone, SMS, chat and email. Donor data is managed in a Salesforce CRM.

Some of your day-to-day tasks will include;

• Provide a good service experience to NRCs individual donors.
• Team leader to 3 part time staff (G6), get surge capacity staff when needed, train staff.
• Work on helpdesk. Act as second line of donor support, if first line (donor service officers) is unavailable to solve the issue at hand / Resolve donors’ complaints that are proving difficult to the donor service members and resolve their complaints.
• Operationalize and deliver donor facing activities from other team members and other teams i.e. upselling, cross selling and reactivation, tax campaign.
• Provide regular summary reports and feedback on issues being raised by donors to improve donor strategy and donor recruitment.
• Develop and maintain all operational procedures for helpdesk.
• Working knowledge of digital tools used, Salesforce, Tableau, Mailchimp etc.
• Responsible of sending out monthly giros to postal address.
• Responsible for all equipment and appliances needed by the donor service team members are available and in good condition to enable smooth flow of operations and donor satisfactions.
• Represent Helpdesk service to other teams, negotiate priorities for use of the helpdesk service by other teams.
• Perform other tasks when required.

What you will bring

• Relevant education with a minimum of three years of relevant experience.
• Ability to give customer service and lead teams.
• Excellent verbal and written communication skills presenting results.
• Skills to use English as a working language, other language(s) is an advantage.
• Documented knowledge of relevant CRM, marketing and financial systems and tools.
• Documented experience with and through understanding of communication and performance marketing within donor (customer) management.
• Must also possess the ability to: Plan and deliver results and work with people.
• Should be structured, a strategic thinker and have accurate eye for detail.
• Should be able to communicate with impact and respect, and able to adopt to change.

If you are curious and want to learn more about this role - click here to access the full job description.

What makes this position attractive?

Working with NRC is both rewarding, challenging and fun! We offer you:

• A challenging and exciting opportunity with an international team dedicated to advocating for the rights of people forced to flee.
• Permanent position at NRC's global headquarters in Oslo.
• Wages and benefits in accordance with NRC's salary table and terms.

The right candidate shares the Norwegian Refugee Council's values:

• To be dedicated in what we do;

• To be innovative with our solutions;

• To act as one unified and inclusive team;
• To be accountable to the donors that make our work possible; the beneficiaries that we exist to serve; and to each other… the members of our NRC family.