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Donor Care Coordinator

The Kids' Cancer Project
  • Job Location: Sydney, CBD, Inner West & Eastern Suburbs

The Donor Care Coordinator is a customer service role, responsible for building ongoing relationships with The Kids’ Cancer Project donors and regular givers, supporting donor journeys and assisting with overall growth in the Individual Giving portfolio. It is a frontline role, interacting with new and existing donors to increase revenue, reduce supporter attrition and reinforce donor loyalty. The position will provide high levels of customer service, including excellent inbound and outbound calls, complaint handling, donation processing and receipting, merchandise dispatching and monthly debit processing.

KEY RESPONSIBILITIES:

Donor Care and Engagement

  • Be the first point of contact for supporters and potential supporters who contact us by telephone, letter or email and deliver exemplary customer service in a professional and timely manner
  • Proactively develop and provide a high level of supporter satisfaction and service
  • Attend to outbound calls, for example to thank people for donations, to reactivate regular gifts or to update payment or contact details
  • Respond to and handle donor feedback, queries and enquiries
  • Work on the optimisation of donor care processes, communications and journeys
  • Actively build on your fundraising knowledge to maintain ‘best practice’ delivery of individual giving programs, which optimise donor retention and lifetime value

Data Administration and Support

  • Process bi-monthly regular donation payments, through Blackbaud’s IP Payments Gateway
  • Update credit card and direct debit changes for regular donors
  • Accurate entry of supporter information and updating of records
  • Process and reconcile incoming donations via phone, website, other fundraising platforms and mail daily
  • Import data-files into Raiser’s Edge
  • Process and distribute receipts for donations in a timely manner and liaise with Finance Assistant as needed on donations processing
  • Attend to the fulfilment of correspondence for regular givers
  • Assist with dispatching merchandise, specifically The Kids Cancer Project Bears (soft toys)
  • Undertake de-dupe and data-cleansing on an ongoing basis and in support of specific campaigns
  • Liaise as required with key suppliers, including mailhouse and telemarketers

Development and Processes

  • Assist in developing processes to recognise and cultivate individual donors, escalating appropriate leads to respective stakeholders
  • Assist with the development and execution of direct mail appeals
  • Assist Office Manager to manage workload for regular admin volunteers
  • Comply with data protocols, privacy policy, and data collection and storage procedures
  • Reduce declines and attrition by creating and implementing best practice declines process, provide regular report to the Head of Individual Giving
  • Ensure processed revenue is reconciled daily with the organisation’s bank statement credit entries
  • Document, review and seek continuous improvement for each gift processing tasks
  • Provide data support to Database Administrator and Data Analyst as required
  • Provide administration support to Office Manager as required
  • Undertake other relevant tasks as reasonably directed to support the Individual Giving and Data teams

Skills and experience

Essential

  • Minimum 2 years’ experience in customer engagement or fundraising
  • Ability to demonstrate a high level of professionalism, confidentiality and discretion
  • Excellent phone manner
  • Exceptional interpersonal skills, self-motivated and proven ability to use initiative to manage relationships
  • Written and verbal communication skills
  • Enthusiasm, drive and a positive approach to problem solving
  • Excellent organisational and time management skills
  • Experience in database or CRM experience (Experience in Raiser’s Edge strongly preferred)
  • Ability to work independently and across teams
  • A current Police Check and Working with Children Check will be required prior to commencement of employment

Desirable

  • Current driver’s license
  • Raiser’s Edge

How to apply

This job ad has now expired, and applications are no longer being accepted.
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