Charity Response Coordinator

Position Profile

The Charity Response Coordinator works collaboratively with internal and external teams to identify and implement applicable corrective and preventative actions in order to improve donor experience.

What You Will Do

  • Implement cadence for proactive audits based on complaints trends and patterns. 
  • Help to build strong client relationships while maintaining standards of conduct expected of agents in the field.
  • Handle escalations and feedback at a client level.
  • Address and resolve identified behaviors through GFD approved SOP and respond to the fundraiser for development or remedial actions.
  • Review escalations and analyze to ensure compliance with policies.
  • Maintain documentation of compliance activities, such as complaints received, investigation outcomes, and policy revisions.
  • Escalate concerns, identified at any stage of the donor journey, to senior levels of Management.
  • Remain proactive in the development of good relations with various stakeholders throughout the complaint arbitration process.
  • Identify and develop programs to support and enhance field operations as required.

What You Bring to GFD

Your Experience, Skills, Competencies, Knowledge & Abilities

  • 1-2 years of experience in complaint handling and processing. 
  • Exceptional communications skills: Excellent command of English, both written and spoken. Assertive yet, tactful. Able to diplomatically address difficult topics.
  • Top notch email etiquette. 
  • Curious and analytical by nature.
  • Team player – someone who takes initiative to get to know others and work collaboratively.

What WE Offer You

  • A competitive base salary and bonus opportunity.
  • Paid sick days and comprehensive benefit packages (health, dental, vision and EFAP).
  • Meaningful opportunities for community engagement through volunteering opportunities.
  • The opportunity to grow your career with an organization that will continue to grow at a rapid pace for the foreseeable future while learning also learning how to analyse data and make sound business decisions
  • An open, inclusive and diverse working environment.

Additional Information

  • Any offer of employment will be subject to background checks, including a criminal record check
  • Candidates must be legally entitled to work in Canada at the time of their application.


The Company promotes a diverse, inclusive and accessible workplace. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. If selected for an interview, please advise our Recruiting Manager if you require reasonable accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

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