The Heart Research Institute (HRI) is an internationally recognised Medical Research Institute that performs ground-breaking cardiovascular research from our state-of-the-art facilities located in Newtown.

For over 35 years, The HRI has been one of Australia's leading research organisations working to detect, prevent and treat heart disease. HRI exists to give more people impacted by cardiovascular disease, more time with the people they love.

We are seeking someone with a keen interest in philanthropy, excellent communication and strong customer service skills to join our Donor Services team, which is part of our Development, Philanthropy and Communications team.

You will primarily be building relationships with our network of supporters, working to address queries, concerns and a range of issues that they may raise, to keep building their connection to HRI and retain them as ongoing supporters of our work. Through the consistent delivery of excellent supporter care, this role is critical in ensuring we retain our supporters, build their loyalty and grow their sense of commitment to and engagement with HRI.

Day to day you will be answering calls from our regular donors, responding to their queries and working with them to maintain and process their regular donations and accurately recording donor information in the database. You may have worked in a similar environment previously and have a good understanding of how not-for-profit environments work. Alternatively, your experience may come from a sales, customer service and/or call centre operation where you have been responsible for managing customer retention as part of your role.

This is a permanent full-time role. We are a collaborative and flexible workplace.

Essential criteria:

• Strong customer service skills.

• Excellent verbal communication and relationship management skills.

• Strong experience with databases, Microsoft D365 would be ideal.

• Microsoft Office experience (Outlook, Word, Excel).

• Ability to multi-task with strong organisational and administrative skills.

• Highly motivated and organised, but also flexible and adaptable.

• Capable of independent work but also a strong team player.

• Collaborative approach.

Desirable criteria:

• Previous call centre experience with the ability to take ownership of inbound calls.

• Ability to empathise and connect with a wide range of supporters.

• Ability to apply your initiative and identify effective solutions for our supporters.

• Excellent customer service, a positive attitude and a curious and engaging nature.

• Practical experience supporting customers, strong conflict resolution skills and the confidence to deal with difficult people.

• Understanding of the demands of working in a small team and accepting the responsibilities that come with being in a small team. Ability to adapt and support colleagues.

• Outcomes focused with great attention to detail and have an aptitude for processing.

• Strong time management skills, with the ability to prioritise and manage time effectively.

We offer:

• A friendly, flexible and productive team environment.

• Real work-life balance.

• A convenient location in the heart of Newtown.

• A competitive salary depending on experience, plus not-for-profit salary packaging benefits.

Enquiries: [email protected], using the subject line: Philanthropy Support Specialist enquiry via EthicalJobs. 

The Heart Research Institute supports Equal Employment Opportunity.

We value diversity and encourage applications from women, Aboriginal and Torres Strait Islanders, Māori and Pasifika peoples, people with disability, LGBTQI individuals and applicants of diverse cultures and ages. 

We are committed to the safety and wellbeing of our employees and affiliates, and our community. Whoever you are, you are welcome at HRI.

If you have a disability and need support to submit your application, please email [email protected].

A position description is attached.

hri.org.au.