Use your warm and engaging customer service skills to interact with donors and the general public, ensuring consistency in the supporter experience.

• Part-time role (22.5 hrs) – 3 full days a week or work shorter hours across 4 or 5 days
• Head Office in Surry Hills, offering a supportive team culture and hybrid work environment
• Known as Australia’s “Most Trusted Charity” for multiple years

Impact of the organisation

The Royal Flying Doctor Service - South Eastern Section provides lifesaving aeromedical and primary healthcare services to rural, regional, and remote communities.

This is an exciting time to join an award-winning Fundraising team that has been incredibly successful at growing fantastic relationships with a passionate portfolio of donors, and has been known as Australia’s “Most Trusted Charity” for twelve years.

Impact you will have in this role

The Supporter Relations Coordinator will join a dedicated team focused on delivering warm, friendly, and informed interactions with RFDS supporters, as well as the general public. This includes engaging through email, mail, phone, and online platforms.

Key responsibilities include:

• Donor Interaction: Ensuring a positive and energetic experience for supporters.
• Database Management: Accurately processing donor gifts, managing data entry, issuing receipts, and addressing ad hoc requests in line with service-level agreements.
• Supporter Saves Program: Utilising strong donor service skills to actively support the strategic initiatives aimed at improving retention rates and boosting fundraising income.

This role is vital for building lasting relationships with supporters and enhancing fundraising efforts.

Key Responsibilities

• Build strong supporter relationships by providing excellent customer service as the main contact for RFDS SE
• Deliver warm and engaging inbound and outbound phone and email communications
• Encourage supporters to retain or upgrade their financial contributions using telemarketing and negotiation techniques
• Manage the complaint handling process to resolve issues positively
• Keep detailed records of communications
• Oversee the printing and distribution of outgoing mail
• Meet service level agreements for donor gift processing, including accurate data entry and banking preparations
• Uphold database integrity according to Raiser Edge business rules and comply with RFDS policies
• Liaise with volunteers as needed
• Provide regular analysis and reporting on supporter relations KPIs

Skills and Experience

• Proven experience in providing quality supporter and customer service
• Familiarity and confidence with inbound and outbound telephone programs
• Strong communication skills, including a warm and professional phone demeanour
• Expertise in handling complaints and articulating complex information clearly
• Excellent listening abilities and organisational skills to meet deadlines
• Fast and accurate data entry skills
• Experience with databases, preferably Raiser Edge, focused on data processing and customer service
• Strong organisational and administrative skills, with attention to detail
• A strong work ethic, energy, and enthusiasm for the RFDS mission

Applications

Please click "Apply Now" and apply by uploading your resume.

Please direct all enquiries to Rosheen Singh at Impact Advising on [email protected] using the subject line: Supporter Relations Co-ordinator - Royal Flying Doctor Service, South Eastern Section enquiry via EthicalJobs.

Impact Advising is committed to creating diverse and inclusive work environments that reflect the rich tapestry of our communities. We believe that diversity enriches organisations and fosters innovation. We are dedicated to building workforces that are a representative of the diverse backgrounds, experiences, and perspectives of our society. We embrace diversity in all its forms, including but not limited to race, ethnicity, gender, age, sexual orientation, religion, disability, and cultural background. We actively seek to foster inclusive workplaces where all employees can bring their whole selves to work, feel respected and valued, and have equal opportunities for growth and advancement. We are committed to providing a fair and unbiased recruitment process, and we strive to eliminate any barriers that may impede the inclusion and participation of underrepresented groups in workforces.