Donor Liaison Officer

Our Purpose and Ambition

NextSense is a not-for-profit organisation supporting people with vision or hearing loss across Australia. We work with children, adults, and their families, providing a holistic approach to hearing services for newborns through to people over 90 years old, and helping children who are blind or have low vision to develop the right skills, mobility, and independence to confidently explore their world.                                                

NextSense has been breaking boundaries since 1860, and we’ve been expanding our services ever since. Today, we deliver world-class education (both to children with sensory loss and to professionals in the field), cochlear implants, allied health services, therapy, research, and clinical services to children and adults. We’re a registered NDIS provider, working with our clients to achieve their own goals and potential.                                                                                                                                                                                                                     

We’re committed to research and innovation; harnessing the latest technologies and new ways of thinking and educating the next generation to lead the way in hearing and vision services.                                                                                                                                                                 

We are currently creating a world-leading centre for innovation on-site at Macquarie University that represents a new era for hearing and vision loss. This nationally significant social infrastructure project will be a place to nurture, trial and share new ideas and form new partnerships that will drive better outcomes for people who are deaf, hard of hearing, blind or have low vision.

The Role

The Donor Liaison Officer is responsible for providing exceptional customer service to the NextSense supporter base and supporting the Fundraising & Development team operations.

This is an exceptional opportunity for a permanent full time highly motivated customer service professional who enjoys variety, to be part of a dynamic, passionate and fun team embarking on an exciting growth trajectory and innovative new direction for the organisation. This role will provide exemplary supporter care, where the supporter is at the heart of every interaction.

The key responsibilities include:

• Respond to supporter inquiries through various channels, including the Supporter Care inbox, phone and mail.
• First point of call for all donor inquiries.
• Identify and report opportunities for donor growth.
• In collaboration with the Individual Giving Team, make suggestions for appeals and other forms of communication.
• Outbound calls to upgrade, survey and thank donors.
• Coordinate department meetings and events.
• Provide project management support to the Fundraising Operations Lead.
• Coordinate fundraising licences and governance requirements.
• All administration duties relating to donations.
• Processing all off-line donations (weekly in off-peak times, daily in peak times).
• Processing all online donations daily, utilising automated procedures.

Skills & Experience

• Strong customer service skills and demonstrable experience in customer service improvement.

• Ability to implement ideas and strategies to improve customer service and donor retention.
• Excellent interpersonal skills, both written and oral.
• Excellent organisational skills, the ability to manage time effectively and manage competing priorities.
• Demonstrable experience handling inbound and delivering outbound calls.
• High level of attention to detail and accuracy.
• High level understanding of MS Office products.
• Working with a customer database (Raiser’s Edge desirable). 
• Accurate data processing skills.

Company Benefits

• Purpose led organisation
• Salary packaging allowing you to increase your take home pay
• Work in our purpose-built state of the art facilities
• 2 weeks paid leave over Christmas in addition to 4 weeks annual leave
• Paid parental leave of 14 weeks for primary carer, and 6 weeks for secondary carer
• Hybrid working options available
• Extensive personal carers leave
• Wellbeing program including Employee Assistance Program

We’re here to help. If you have any further questions, or for a copy of the full Position Description, please reach out to Arani Duggan, Director of Fundraising at Arani.Duggan@nextsense.org.au

Good luck!

NextSense is an equal opportunity employer.

Compliance with child protection legislation is essential.