The Role

Reporting to the Community Fundraising Manager, this Community Fundraising Officer is responsible for providing administrative and event support to the Community Fundraising team whilst being responsible for building high-quality relationships with supporters, to ensure the achievement of revenue goals.
This is a customer service role, accountable for nurturing long-term relationships with new and existing community fundraisers to increase revenue, reduce supporter attrition and grow supporter loyalty. The Community Fundraising Officer is responsible for the provision of high levels of customer service to community fundraisers, including excellent inbound and outbound calling, complaint handling and responding to community fundraisers in a timely, professional and empathetic manner.
A key element of this role is to inspire, empower and support community fundraisers to achieve their best fundraising results and ensure fundraisers have a continuing relationship with ‘The Institute’

Duties & Responsibilities

Community Fundraising
•Assist in growing participation in community fundraising events, toward achieving income growth across a variety of fundraising programs, events and activities.
•Work closely with the Community Fundraising Team to ensure high quality service delivery, rapid response to enquiries and acknowledgement of community fundraisers and their efforts.
•Support community fundraisers with fulfilment of materials and collateral such as fundraising guidelines, authority to fundraise letters, logo, posters and other materials to assist with their fundraising activities.
•Assist Community Fundraising Manager and other team members to support signature events, VIP fundraisers and third-party fundraising events as needed.
•Provide ongoing follow-up with fundraisers before, during and after their fundraising activity or event and steward fundraisers toward repeat support of Black Dog Institute.
•Undertake various projects to support the Community Fundraising team, such as assist with updates to collateral or materials, ordering and maintaining merchandise, and other activities as required.

Supporter Relationship Management
•Inspire supporters and maintain effective relationships across a variety of channels including telephone, email, online and face to face where required.
•Ensure excellence in customer service standards, responding in a timely, pro- active and helpful manner at all times.
•Undertake outbound calling for specific fundraising projects.
•Ensure all supporter enquiries via phone and through the email inbox are actioned and resolved appropriately.
 

CRM Database and Website
•Ensure accurate entry of fundraiser information and appropriate updating of records as required, including recording of conversation notes with fundraisers.
•Assist supporters with the creation of online fundraising pages via third party platforms such as Funraisin and Raisely.
•Source updated content for Community Fundraising pages of website as required and liaise with Supporter Engagement team to ensure pages remain current.
 

General
•Working with other team members to play a role in continuous improvement in processes, to support community fundraising programs in the most cost- effective manner.
•Assist with coordination of and attendance at Black Dog Institute events.
•Continue to build upon knowledge of the non-profit sector and best-practice fundraising, as well as build sound knowledge of BDI's research and programs
 

Work, Health and Safety
•Report any WHS hazards and significant issues to Head of People & Culture or delegate.
•Work in a safe manner, applying a duty of care.

Note: the list of responsibilities is not exhaustive, and the Institute may change or request additional activities to meet the operational needs of the business

Skills & Experience Required 

Essential Criteria
1.Up to two (2) years' experience in a similar fundraising or customer service role.
2.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 difficult or sensitive enquiries.
3.Excellent interpersonal and relationship building skills, as well as ability to build rapport quickly and sensitively with people from diverse backgrounds.
4.Excellent verbal and written communications skills.
5.Demonstrated computer literacy, including Microsoft Office, Excel and online fundraising platforms.
6.Excellent database and data entry skills, with experience in CRM databases, preferably Raisers Edge.
7.Proven skills in time management, organisation and prioritisation of competing deadlines.
8.Aptitude for creative thinking and flexibility in trying new approaches and solving problems.
9.Ability to contribute as an active team member with the ability to work well with others and independently.
 

Desirable Criteria
1.Relevant university degree or certification in marketing, business, communications or related discipline.
2.Previous experience within the non-profit sector and an understanding of charity fundraising.
3.Experience in coordinating bespoke events.

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.