• Salary breakdown: $73,000 - $83,000 + Superannuation + Salary Packaging ($15,900.00 + Meal & Entertainment expenses)
• Flexible working hours, hybrid working and 9 day fortnight benefit
• 1 FTE, Contract Ending 3/11/2025

About the Institute

Located on Gadigal and Bidjigal land (Randwick NSW), Black Dog Institute is the only Medical Research Institute in Australia to investigate mental health across the lifespan, our aim is to create a mentally healthier world for everyone. For the past 20 years, we have been at the forefront of mental health research. Leveraging our relationships with stakeholders and donors, we join the dots by connecting research answers expert knowledge, and the voices of lived experience to deliver solutions that impact and boost the health care system for patients and practitioners alike.

Benefits

• Hybrid work, 1-2 days per week in office (choose your days, consistent team collaboration days where possible)
• 35 hour work week, flexible hours agreements & 9-day fortnights
• Salary Packaging: $15,900.00 of your base salary tax free & up to $2650.00 meal & entertainment
• Family first, people first culture, we put our research into action at work to make sure we maintain mental health and wellbeing at work
• Pet friendly workplace
• Leave benefits including public holiday swap, gifted annual leave, and wellbeing leave
• Employee discounts

The Role

The key purpose of this role is to support the implementation and growth of the regular giving program for the Black Dog Institute through the provision of high-quality donor care and efficient processes.

This is a service-oriented role, accountable for building relationships with regular givers and supporting the successful implementation of the regular giving journey. Additionally, the role will support lead generation and acquisition programs to ensure ongoing health and growth of the regular giving program.

The Regular Giving and donor care coordinator undertakes welcome activities, supports the development of regular giving collateral and updates, assists with regular giver events and other activities to improve retention. Further duties encompass overseeing and coordinating a volunteer strategy for the welcome process and fulfilment, collaborating with external agencies for regular giving acquisition, and collaborating closely with the Senior Manager Individual Giving to develop retention and acquisition strategies. This includes a focus on donors within the Individual Giving Stream, such as regular givers, appeal donors, and mid-value donors.

Duties & Responsibilities

Supporter Relationships:

• Liaise with donors to provide excellent customer care, via professional and timely communication and response to inbound enquiries.
• Respond to and manage enquiries in the regular giving inbox and action appropriately in a timely manner.
• Undertake weekly welcome phone calls to all new regular givers.
• On a weekly basis, attend to the fulfilment of regular givers, including preparing letters and mailing welcome packs.
• Undertake weekly rejection calling to regular givers.
• Continue to build knowledge on Black Dog’s work and fundraising ‘best practice’ to optimise donor retention and lifetime value.

Regular Giving Program Support:

• Support the Senior Manager Individual Giving in day-to-day operation of the RG program as required. Work closely with the Senior Manager Individual Giving to implement acquisition, conversion, retention, upgrade and reactivation campaigns.
• Oversee the updating and distribution of regular giving collateral, including welcome packs, donor care, impact reports and end of year statements.
• Participate in weekly progress meetings with telemarketing and other suppliers as needed.
• Assist with community management of RG-related social media and online content.
• Coordinate the execution of two-step and other online lead generation, as well as online conversion campaigns.
• Attend to administrative and personalisation duties associated with appeals, donor care, fundraising campaigns and other supporter care activities to grow retention and lifetime value of regular givers.
• Undertake other administration tasks associated with the RG program as directed.
• Coordinate third party online lead generation program, including analysis of lead sources and liaison with suppliers to optimise lead results in conjunction with Senior Manager Individual Giving
• Assist with the planning and execution of webinars aimed at engaging and nurturing regular givers, and mid-value donors.

Database and Processes:

• Assist with the accurate management and storage of data to and from third party suppliers, and into Raisers Edge.
• Liaise closely with telemarketing agencies where necessary to report issues related to data.
• Ensure all conversations, notes, emails and other correspondence with regular givers is recorded promptly in Raisers Edge.
• Support continuous improvement in regular giving procedures and processes.
• Comply with data protocols, privacy policy and data collection and storage, and assist with process improvement where needed.

Mid-Value Donor Program Coordination:

• Execute the mid-value donor strategy, ensuring alignment with overall organisational goals.
• Work closely with the Gifts in Wills Manager to establish a coordinated strategy that bridges the connection between mid-value donors and bequest donors, optimising retention efforts.
• Collaborate with cross-functional teams to implement targeted initiatives that enhance the value and satisfaction of mid-value donors.
• Analyse data and donor feedback to refine and adapt the mid-value donor strategy for continuous improvement.
• Implement innovative approaches to recognise and appreciate mid-value donors, enhancing their connection to the organization.

Collaboration:

• Attend all directorate, department and team meetings and monthly staff meetings.
• Assist with the updating of BDI’s RG website pages and work with Digital Engagement Officer to develop appropriate content and ensure timely updates.
• Assist with the planning and coordination of Black Dog RG donor events.
• Undertake other F&P directorate supporter care activities as directed.

Work, Health and Safety:

• Ensure self and all staff comply with all WHS legislation, WHS Policy and Procedures.
• Report any WHS hazards and significant issues to Head of Operations, People & Culture or delegate.
• Work in a safe manner, applying a duty of care.

Essential Criteria

• 1-2 years’ experience in a phone based or call centre customer service role with an exceptional, confident phone manner.
• Excellent oral and written communications skills, with ability to quickly build rapport with a high degree of empathy and inspire support over the phone, email and online.
• Demonstrated eye for detail and accuracy, coupled with strong administrative skills.
• Evidence of high computer literacy, including Microsoft Office.
• Strong proof reading and some copy writing skills and experience.
• Ability to work effectively within a team, but equally ready and able to use own initiative for problem solving and trouble shooting.
• Proven accurate and efficient data entry skills, with experience in CRM/databases (preferably Raisers Edge).
• Proven time management and able to juggle competing deadlines without compromising quality.
• Alignment to mental health and wellbeing.

Desirable Criteria

• Previous experience in fundraising, in particular within a regular giving program.
• A relevant tertiary qualification, diploma or specialised training.
• Event coordination experience an advantage.

EEO Statement

Black Dog Institute is committed to achieving a diverse and inclusive workforce that reflects our wider community. We ensure equal employment opportunity for all, regardless of age, appearance, carer status, cultural and/or racial background, disability, gender identity, lived experience, religion or sexual orientation.

How to Apply

To become a part of the Black Dog Institute team, follow the link to ELMO to apply and submit your most up to date resume. If you are shortlisted for the role, we will call you and let you know you are successful. Please do not respond to any suspicious emails requesting you to upload your ID or personal details. We are a 2022 Circle Back Initiative Employer and commit to respond to every applicant.