Senior Donor Support Coordinator – Regular Giving

• Do you want to do work that really matters? Help us end avoidable blindness.
• Full time, permanent role based in Sydney.  
• Flexible work available post initial training period & onboarding

ABOUT THE FRED HOLLOWS FOUNDATION

The Foundation is an international development organisation working to prevent blindness and restore sight.  We continue to carry on the legacy of Professor Fred Hollows, who believed every person had the right to quality eye care, no matter where they live. Over 30 years The Foundation has grown to work in more than 25 countries throughout Africa, South Asia, Southeast Asia, the Middle East and the Pacific, as well as in Australia. We have an ambitious five-year strategic plan that aims to take us even closer to realising our vision of a world in which no person is needlessly blind, or vision impaired and Indigenous Australians exercise their right to sight and good health.

The Foundation is also proud to announce that we were awarded the Employer of Choice Award (Public Sector and NFP) at the 2022 Australian HR Awards.

THE OPPORTUNITY

The role of the Senior Donor Support Coordinator – Regular Giving is to retain on-going support for Fred Hollows ‘Visionary’ Regular Giving program from inbound donors who contact The Foundation via phone, email, mail, and other channels enquiring about cancelling their Regular Giving pledge. Working in conjunction with the Supporter Services (Donation and Database) and Retention teams within the Direct Marketing area, this role is the main point of contact and support for inbound & outbound Regular Giving program donor enquires.

ABOUT YOU

You will have the ability to engage with supporters and persuasively champion the work of the Foundation. You will also have meticulous attention to detail, organisational skills, and professionalism. Additionally, you will possess strong time management skills and ability to meet deadlines. Finally, you will have demonstrated experience working as part of a team and the ability to work independently.

KEY RESPONSIBILITIES

• Responding to all Regular Giving related emails and enquiries (Visionary inbox) and positive and negative feedback received from regular donors and the public (via 1800 phone, email, and SMS)
• Coordinate all inbound communications and engage with donors enquiring about cancelling their regular gifts, handle their objections and determine if they are able and comfortable to continue supporting our work.
• Works in conjunction with our Supporter Services (Donations & Database) team, acquisition, and retention teams to help maximize the lifetime value of FHF Regular Giving donors via our direct marketing programs.
• Report on the effectiveness of donor saves initiatives against agreed timelines, metrics & KPIs.
• Develop a best practice donor care and retention materials and provide appropriate training to the FHF Supporter Services (D&D) team on donor saves strategies, initiatives & approaches to assist FHF teams in retaining more regular donors and help achieve overall individual giving fundraising results & goals.
• Updating donor records and the CRM to accurately reflect the donor interactions and preferences.
• Undertake small outbound TM calling activities to thank, recognize & retain regular givers (e.g. credit card expiry, declines follow up for high value RGs, return to sender & no valid address mail and giving anniversaries etc.).
• Provide additional phone, donor care, housekeeping & administrative support to our Supporter Services (Donations & Database) teams during peak appeal times throughout the year as required.

WHAT YOU’LL NEED TO SUCCEED

• Demonstrated excellent donor/customer support experience.
• Demonstrated CRM & database experience.
• Demonstrated experience in developing scripts, approaches, and responses to assist in retaining customers/donors.
• Experience of handling donor/customer enquires objections and feedback confidently & effectively.
• Previous experience working within the NGO sector and supporter services teams/functions.
• Previous experience in similar donor and or customer facing saves/retention role.
• Experience in Telemarketing, Face-2-Face fundraising or similar.
• Familiarity with fundraising databases

How we recognise your contribution

Through our internal programs and employee benefits we aim to create an environment where you will feel supported and empowered.  Whether your focus is on continuous learning, professional development or finding an environment which enables you to thrive while balancing family or personal commitments, we have a range of programs in place to support you. Including:

• Generous salary packaging – we provide access to not-for-profit salary packaging options, which will increase your take home pay, we also offer 17.5% annual leave loading.
• Flexible work environment – we focus on output, not hours and enable you to prioritise your health and wellbeing.
• Generous leave allowances – we offer Paid parental leave; 5 days bonus leave every year; an annual Foundation-wide “Me Day”, birthday leave; and time off for culturally significant/ceremonial leave.
• Ongoing commitment to your continuous learning and career development – through tailored leadership and professional development programs, access to LinkedIn Learning and focused development conversations.

To find out more about our benefits click here

APPLICATIONS

Please apply directly via the “Apply” Button, please include a CV and Cover Letter. Should you have any questions regarding the opportunity please reach out to our Talent Acquisition Team at **********@hollows.org  for a confidential conversation. Kindly note that CVs will not be considered through this email address.

Applications Close: Wednesday 13th of March 2024

Aboriginal and Torres Strait Islander people are encouraged to apply for this position.
The Fred Hollows Foundation is committed to protecting the rights of children and community partners in all areas where we work.  Applicants are advised that The Foundation reserves the right to conduct police checks and other screening procedures to ensure we maintain and promote a child safe environment.

Please note: We will not be accepting CV’s via agencies for this role.