• Become a part of a team that is devoted to making the world a healthier place
• Provide best-practice supporter care and actively support the Funding and Partnerships team in supporter engagement and administrative tasks.
• Full-time, permanent role: Randwick (on site) + remote

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:

This is largely a customer service role with a strong administration component, ensuring positive interactions with donors, administrating supporter journeys and assisting with overall growth in fundraising income. It is a front-line role, interacting with new and existing donors from different backgrounds to increase revenue, reduce supporter attrition, reinforce donor loyalty and maximise online supporter engagement. The position will provide high quality service, including excellent inbound and outbound phone call handling, community management on social media, donation processing and receipting, contributing to the development of online and offline supporter communications, and other administrative functions as needed. A core component of the role is to accurately and efficiently maintain donor information held within the supporter database (Raisers Edge) to ensure an excellent supporter experience at Black Dog Institute

Key Duties:

• Liaise with donors to provide excellent customer care, via professional and timely communication and response to inbound enquiries.
• Undertake weekly rejection calling to regular givers, as directed.
• Regularly attend to other outbound calls, for example to thank people for donations, or to update payment or contact details.
• When required, attend to the fulfilment of new regular givers, such as preparing letters and mailing welcome packs.
• Undertake welcome activities and communications, such as phone calls, SMS or emails to first-time donors, new regular givers and other supporter journey activities.
• Respond to inbound enquiries via phone and email including donations processing, fundraising event enquiries, RG cancellations, upgrades and downgrades.
• Administrate retention activities to secure ongoing support and maximise income to support Black Dog Institute’s work.
• Inspire new donors to support Black Dog Institute through regular donations, community events, gifts in wills, corporate support, volunteering and other opportunities.
• Assist with community management of fundraising-related social media content to provide accurate and timely information to the general public and increase digital engagement with Black Dog Institute’s online channels.
• Liaise with online fundraising event coordinators such as Facebook fundraisers to facilitate the transfer of fundraiser data into the Raiser’s Edge database.
• Administrate SMS communications such as RTS follow-up, declined donation follow-up and timely donor engagement updates.
• Working with Funding and Partnerships, and Finance team members, support continuous improvement in fundraising processes.
• Continuously build knowledge in BDI’s priorities and projects.
• Assist the Supporter Engagement Manager and team in delivering digital programs which support fundraising campaigns across the F&D team.
• Working with Funding and Partnerships, and Finance team members, support continuous improvement in fundraising processes.
• Handwrite thank you notes, include ‘with compliments’ slips, or other personalisation activities to inspire support for BDI as directed, and update the database accordingly.
• Attend to administrative duties associated with appeals, donor care, fundraising campaigns and other supporter engagement activities as directed.
• Accurate entry of supporter information and updating of records, including capturing telephone notes and emails within the supporter record.
• Undertake gift processing and receipting if required.
• Continue to build on your fundraising knowledge to support ‘best practice’ customer service, to optimise donor retention and lifetime value.
• Support the database team with data imports and other processing, when required.
• Comply with data protocols, privacy policy, and data collection and storage procedures.
• Update user manual and process documents as needed.

About You

The successful candidate will have the following:

Essential Criteria

1. Technical college, university degree, or other relevant qualifications in a related discipline e.g marketing, business, arts.
2. 1-2 years’ experience in a phone based or call centre customer service role with an exceptional, confident phone manner.
3. Excellent oral and written communications skills, with ability to quickly build rapport with a high degree of empathy and inspire support over the phone, email and online.
4. Demonstrated eye for detail and accuracy, coupled with strong administrative skills.
5. Demonstrated high computer literacy, including Microsoft Office and working knowledge of the role of social media and other digital channels in inspiring supporters.
6. Strong proofreading and some copywriting skills and experience.
7. Ability to work within a team, but equally able and ready to use own initiative to problem solve effectively.
8. Proven accurate and efficient data entry skills, with experience in CRM/databases (preferably Raisers Edge).
9. Proven time management and able to juggle competing deadlines without compromising quality.
10. Alignment to mental health and wellbeing.

Desirable Criteria

1. Previous experience within the non-profit sector, charity fundraising and/or digital communications.
2. Some experience with Adobe suite.

Please apply via the link below with your resume and cover letter addressing your interest in Black Dog Institute and the NFP sector Candidates who apply via email will not be considered.

The Black Dog Institute is an EEO Employer.

Aboriginal and Torres Strait Islander people and encouraged to apply.