MAKE AN IMPACT THE WORLD CAN SEE

• Respected international organisation, positive brand recognition
• Full-time, Permanent role, 3 days in the office – 2 days from home (9am-5pm)
• Located in Sydney CBD

ABOUT THE FRED HOLLOWS FOUNDATION

Come and join our international development organisation, working to eradicate avoidable blindness. Currently operating in over 25 countries throughout Australia, the Pacific, Africa, South Asia and South East Asia, The Foundation has restored sight to over two million people worldwide. We have an ambitious five year strategic plan that aims to take The Foundation even closer to realising our vision of a world in which no person is needlessly blind and Indigenous Australians exercise their right to good health.

THE OPPORTUNITY

The Donor Care Coordinator is part of the Donations and Database Team who are responsible for the management of the Supporter database, processing donations, delivering best practice customer care to The Fred Hollows Foundation Supporters and Stakeholders and supporting the Marketing and Fundraising Team by providing data and insights.

KEY RESPONSIBILITIES

Manage Inbound Calls

• Providing outstanding levels of customer service to our current and potential supporters
• Responding to enquiries about our work, this could be in Australia or internationally.
• Accurately record and action requests from callers, including redirecting calls to appropriate staff.
• Provide feedback from supporters to the broader Public Affairs team to assist with the development of Supporter Services strategies.

Administration

• Donations sorting, coding, importing, processing donations by all methods, banking and receipting
• Providing supporter care including telephone donations and enquiries, sorting/ filing emails for single and regular giving and responding to supporter correspondence
• Raiser’s Edge (RE) Database maintenance
• Assisting in the reconciliation of donation income in FHF bank accounts
• Troubleshoot day to day issues on RE, website, payment gateways
• Assist with training of volunteers, trainee and temp staff
• Recording strategic feedback from our supporters

WHAT YOU’LL NEED TO SUCCEED

• Previous extensive customer care / public-facing roles
• Excellent MS Office – Proficiency in Excel, Outlook and Word
• Strong written and verbal communications skills with a demonstrated ability to effectively listen and ask questions
• Excellent customer service skills with an authentic and empathetic phone manner
• CRM database experience
• High level of data entry speed and accuracy
• Meticulous attention to detail and professionalism

Something extra to get our attention! (Not Essential!)

• Raiser’s Edge experience
• Administrative or support roles
• Experience of working in the NGO sector

How we recognise your contribution

Through our internal programs and employee benefits we aim to create an environment where you will feel supported and empowered. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive while balancing family or personal commitments, then we have a number of programs in place to support you.

These include:

• Doing meaningful work that will help shape the lives of those living in communities
• Flexible work environment – we focus on output not hours
• Generous leave allowances, including time of for cultural significant/ceremonial leave
• Ongoing commitment to your continuous learning and career development

To find out more about our benefits click here.

APPLICATIONS

If this opportunity appeals to you and suits your skills, please send through your CV accompanied by a cover letter indicating why role specifically aligns to your professional and personal growth as well as the availability to start.

Aboriginal and Torres Strait Islander people are encouraged to apply for this position.

A position description is attached.

The Fred Hollows Foundation is committed to protecting the rights of children and community partners in all areas where we work. Applicants are advised that The Foundation reserves the right to conduct police checks and other screening procedures to ensure we maintain and promote a child safe environment.