Supporter Relations Officer

About the Institute Located on the lands of the Bidiagal Clan of the Dharawal Nation (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. 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 $2,650.00 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 We in the Innovate stage of our Reconcilation Action Plan (RAP), actively embedding reconciliation into our workplace culture. Pet friendly workplace Leave benefits including public holiday swap, gifted annual leave, and wellbeing leave Employee discounts and gym membership benefits The Role Reporting to the Supporter Relationships Manager, The Supporter Relationships Officer has a strong focus on donor retention, providing customer service through phone, email, mail, SMS and other communication channels to deepen donor engagement. This includes both responsive customer care in responding to inbound enquiries, and proactive outbound donor engagement initiatives such as writing personalised notes, making phone calls to deepen donor relationships, and skillfully communicating about Black Dog Institute’s mental health impact to inspire new donors and re‑inspire existing donors. This role is responsible for processing donations received by mail and via electronic funds transfer in a timely and accurate way, including ensuring correct database coding of funds and accurate and timely receipting to ensure a seamless donor experience. This role is also responsible for administrative activities related to mail and EFT donation processing to support regular financial reconciliation. This is a highly valued role in the team which provides general administrative, fundraising, and customer service‑based support for the wider Philanthropy, Partnerships & Fundraising (PPF) team. Duties & Responsibilities Donations Processing and Administration Ensure that the Black Dog Institute fundraising post office box is checked, emptied and actioned regularly throughout the month, and more frequently during appeal and campaign periods. Process and receipt all mail donations in a timely and accurate manner. On a weekly basis, check the PPF safe and process any cheques or correspondence received. Download EFT report daily, enter all EFT donations into Raisers Edge, code donations, and proactively follow up with appropriate team members for required information to ensure correct processing. Process return to sender mail on a weekly basis, and more frequently during peak campaign and appeal periods. Relocate donations to correct coding in the database, when requested. Liaise with all F&P teams to ensure that any and all receipt templates are up to date and support Supporter Relationships Manager to find efficiencies in receipting process ongoing. Ensure that donation receipts are produced and sent to the donor within agreed service level timeframes. On a regular basis, liaise with Black Dog Institute’s finance team to ensure that cheques and cash are deposited into the Donations Bank Account at NAB. Process refunds of donations, with approval by the Supporter Relationships Manager. Create donation invoices for team members as requested. Fulfil outbound mail communications to Black Dog Institute's donors as directed. Ensure that all Supporter Relationships team procedures are documented, up‑to‑date and available to collaborators. Support Black Dog's overarching Philanthropy, Partnerships & Fundraising strategy. Supporter Relationships Update supporter information, including contact details and process supporter requests, including updating donor records. Promptly triaging and managing all inbound donor enquiries received by email, mail, phone and SMS to reduce escalations beyond the Supporter Relationships team and ensure a positive donor experience. Assist the wider PPF team with proactive supporter engagement activities, such as making regular outbound calls to welcome, thank and inspire donors, and issuing donor correspondence by mail. Ensure that appropriate resolution is provided to all donor queries regarding donations and receipts. Inspire existing donors to retain or increase their financial support of Black Dog Institute using a range of telemarketing techniques, to meet financial targets. Inspire new donors to support Black Dog Institute through regular donations, single gifts, community events, gifts in wills, corporate support, volunteering and other opportunities. Administrate SMS communications such as return to sender mail follow‑up and timely donor engagement updates. Complete administrative duties associated with appeals and donor care, handwriting thank you notes, inclusion of “with compliments” slips, or other activities. Triaging complaints and requests for mental health referrals and escalating these requests where necessary. Identify opportunities for improving the quality of donor relationships or building efficiency in donor communications through day‑to‑day interactions with supporters. Provide high levels of customer service to and build strong working relationships with both internal and external stakeholders. Continue building on your fundraising knowledge to support best practice delivery of giving programs, optimising donor retention and lifetime value. Database Administration Perform accurate and complete entry of supporter information and updating of records. Ensure process documents are kept accurate and up‑to‑date and identify improvements to database procedures to ensure the entirety of donor interactions are captured. Comply with data protocols, privacy policy, and data collection and storage procedures. Build a strong working knowledge of the database, developing efficiencies and continuous improvements of using CRM systems. Collaborate with the finance team monthly with financial reconciliation of donation‑related bank accounts. Work, Health and Safety (WHS) Ensure self and all staff comply with all WHS legislation, WHS Policy and Procedures. Report any WHS hazards and significant issues to Director of Finance and Governance, or delegate. Work in a safe manner, applying a duty of care. Train new staff and coach existing staff in WHS practices. Skills & Experience Required Selection Criteria Previous experience working in a donor services or member care environment, preferably in the NFP sector. Demonstrated experience in accurate and timely data entry and processing, preferably with Raisers Edge/NXT database. Demonstrated experience with accurately processing financial transactions such as credit cards, direct debits, EFT transactions, as well as cash and cheques. Excellent attention to detail, supported by strong organizational and relationship‑building skills. Ability to build strong working relationships within a team, but equally able and ready to use own initiative. Demonstrated ability to manage challenging and potentially distressing conversations with empathy and professionalism. Demonstrated high computer literacy, including Microsoft Office and Excel. Experience resolving customer enquiries, complaints, and feedback in a timely and professional manner. Outstanding interpersonal skills, with a warm and persuasive telephone manner. Demonstrated strong problem‑solving ability. Proven time management and able to juggle competing deadlines without compromising quality. Desirable Criteria Experience using third‑party donation platforms. Demonstrated negotiation and sales skills to meet financial targets. Proficiency with SMS and email marketing platforms. Alignment to mental health and wellbeing. 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. Be careful – Don’t provide your bank or credit card details when applying for jobs. 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