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Supporter Services and Administration Officer

Employer: Black Dog Institute
Work Type/s: Full Time
Classification/s: Administration, Fundraising
Sector/s: Not For Profit (NFP)
Location: Sydney

Job posted on: 20 March, 2019.
Applications close: 03 April, 2019. (Expired)

  • Become part of a team that is devoted to making the world a mentally healthier place
  • An opportunity for an entry-level position to join a dynamic, cohesive fundraising team
  • Full-time ongoing contract

About the Institute:

The Black Dog Institute is a Medical Research Institute and a global leader in translational mental health research. We harness the latest technology and other tools to quickly turn our world-class research findings into clinical services, education and e-health products that improve the lives of people with mental illness and the wider community.

We pride ourselves on translating our own world leading Workplace Mental Health research into an award-winning culture that encompasses a holistic view of wellbeing. We aim to create a positive, mentally healthy workplace that recognises the importance of meaningful work, balanced lifestyles, psychological well-being and continual learning whilst being guided by our core values - Collaboration, Compassion, Excellence, Innovation and Respect. We offer:

  • Competitive salaries
  • Salary packaging
  • Commitment to Learning and Development
  • Flexible working hours and work-life balance
  • Generous parental leave policy
  • Pet friendly office
  • Social and team events

About the Role:

The Supporter Services and Administration Officer will provide best-practice donor care and actively support to the Individual Giving team in database and administrative tasks across single and regular giving functions.

This is largely an administration role with a strong customer service component, ensuring positive interactions with donors, supporting the donor journey and assisting with overall growth in donations. It is a front-line role, interacting with new and existing donors from different backgrounds to increase revenue, reduce supporter attrition and reinforce donor loyalty. Another core component of this role is to accurately and efficiently maintain all information held within the supporter database (Raisers Edge) including uploading data, de-duping of records, and assisting with the extraction and reporting.

Key responsibilities:

  • Support the Individual Giving Manager in delivery of overall direction and growth for individual giving programs.
  • Working with Fundraising and Development and Finance team members, support continuous improvement in fundraising processes.
  • Support Black Dog’s overarching fundraising and development strategy.
  • Continue to build on your fundraising knowledge to support ‘best practice’ delivery of individual giving programs, which optimise donor retention and lifetime value.
  • Liaise with donors to provide excellent customer care, via professional and timely communication and response to enquiries using email, phone and mail.
  • Support Individual Giving Manager with administrative duties associated with appeals and donor care, processing RTS, handwriting thank you notes, inclusion of ‘with compliments’ slips, or other activities.
  • Regularly attend to outbound calls, for example to thank people for donations, or to update payment or contact details.
  • Process donations and distribute receipts in a timely and accurate manner and liaise with Finance Officer as needed.
  • Perform reconciliation of batched donations with bank report.
  • Attend to the fulfilment of new regular givers, such as preparing letters and mailing welcome packs, sending RG emails and other communications as directed.
  • Respond to inbound enquiries including cancellations, upgrades and downgrades.
  • Undertake direct debit processing and work with Finance Officer to ensure monthly regular giving revenue reconciliation.
  • Accurate entry of supporter information and updating of records.
  • Timely and accurate upload of data files from third parties and assist with data extraction as directed.
  • Undertake de-dupe, data-cleansing and other database housekeeping on an ongoing basis.
  • Support Individual Giving Manager with queries, data extraction and segmentation for appeals and other campaigns.

Selection Criteria:


  1. Demonstrated superior customer service skills, high degree of empathy and ability to represent Black Dog Institute in a professional manner at all times, including dealing with sensitive enquiries.
  2. Exceptional, confident phone manner with experience in a call centre or phone-based customer service role.
  3. Ability to quickly build rapport and conversation over the phone.
  4. Keen eye for detail and accuracy, coupled with strong administrative skills.
  5. Demonstrated high computer literacy, including Microsoft Office with intermediate+ Excel.
  6. Proven accurate and efficient data entry skills, with experience in CRM/databases (preferably Raisers Edge).
  7. Excellent oral and written communications skills.
  8. Outstanding interpersonal skills, with a warm and persuasive telephone manner.
  9. Proven time management and able to juggle competing deadlines without compromising quality.
  10. Ability to work within a team, but equally able and ready to use own initiative.
  11. Ability to work outside of office hours on occasion.
  12. Alignment to mental health and wellbeing.


  1. Previous experience within the non-profit sector and/or charity fundraising.
  2. Working knowledge of Raisers Edge database.
  3. Strong proofreading skills and experience.
  4. Some experience with Adobe suite.
How to apply for this job

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