The Role

Reporting to the Supporter Relationships Manager, this role is responsible for delivering high-quality supporter and participant experiences across Black Dog Institute’s fundraising initiatives. The role focuses on donor and fundraiser retention, providing responsive and proactive customer service across multiple channels (phone, email, social media, mail and SMS) to deepen engagement and build strong relationships.
The position supports both ongoing fundraising operations and the delivery of Black Dog Institute’s flagship fundraising campaigns, including managing enquiries, providing participant support, and moderating community interactions. It also involves proactive outbound engagement such as follow-up calls and personalised communications to inspire and retain supporters.
In addition, the role is responsible for the accurate and timely processing of donations received via mail and electronic funds transfer, including database management, receipting, and administrative support to enable effective financial reconciliation.
This is a key support role within the Fundraising team, contributing to campaign delivery, operational efficiency, and a seamless supporter experience.

Duties & Responsibilities

Donations Processing and Administration

• Ensure the fundraising PO Box is regularly monitored, cleared, and actioned, with increased frequency during campaign periods
• Process and receipt all donations (including EFT), ensuring accuracy, timely completion, and follow-up of any missing information in line with service level timeframes
• Process return to sender mail on a weekly basis, and more frequently during peak campaign and appeal periods
• Reallocate donations to correct coding in the database, when requested
• On a regular basis, liaise with Black Dog Institute’s finance team to ensure that cheques and cash are deposited into the Donations Bank Account at NAB
• Process refunds of donations, with approval by the Supporter Relationships Manager
• Create donation invoices for team members as requested
• Ensure all internal Supporter Relationships process documentation is up to date
• Support Black Dog's overarching Fundraising strategy
• Comply with data protocols, privacy policy, and data collection and storage procedures
• Collaborate with the finance team monthly with financial reconciliation of donation-related bank accounts

Supporter Relationships

• Respond to and manage supporter enquiries across multiple channels (phone, email, social media, SMS and mail), ensuring timely resolution, appropriate triaging, excellent customer service, and a positive supporter experience
• Maintain accurate supporter records ensuring all supporter requests actioned and interactions are appropriately recorded
• Conduct proactive outbound engagement with supporters and fundraisers (e.g., welcome, thank-you and follow-up calls) to strengthen relationships and encourage ongoing participation and support
• Collaborate with internal Fundraising teams to support campaign delivery, optimise supporter communications, and ensure efficient processes across fundraising operations
• Inspire new and existing donors to support Black Dog Institute through a range of giving opportunities, using telemarketing techniques to drive retention and growth
• Administrate SMS communications such as return to sender mail follow-up and timely donor engagement updates
• Assess and manage complaints and requests for mental health referrals, ensuring appropriate escalation in accordance with the BDI Distressed and Difficult Interactions Policy
• Identify and share opportunities to improve supporter experience and internal processes through insights gathered from day-to-day interactions
• Continue building on your fundraising knowledge to support best practice delivery of giving programs, optimising donor retention and lifetime value
• Identify and engage online community by analysing and responding to content on company-owned and controlled social sites, such as a community forum, news site, live event, or a brand's Facebook page
• Moderate multiple fundraising campaign’s Facebook pages, Ads and organic social media comments
• Update frequently asked questions (FAQs) documentation on campaign sites in accordance with supporter feedback

Work, Health and Safety

• Ensure self-compliance with all WHS legislation, WHS obligations and BDI WHS Policy and Procedures
• Report any WHS hazards and significant issues to Director, People & Culture, or delegate and via Reporting tool Rely
• Work In a safe manner, applying 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. Previous experience working in a donor/fundraiser services or member care environment, preferably in the NFP sector
2. Demonstrated experience in accurate data entry and processing, ideally using CRM systems such as Raiser’s Edge/NXT, alongside strong computer literacy (Microsoft Office, Excel)
3. Experience in moderating and coordinating digital marketing channels, particularly social media platforms such as Facebook, LinkedIn, Twitter and Instagram
4. Demonstrated experience with accurately processing financial transactions such as credit cards, direct debits, EFT transactions, as well as cash and cheques
5. Excellent written and verbal communication skills, with strong attention to detail in grammar and proofreading, and a warm, professional and persuasive telephone manner
6. Strong ability to build relationships and work collaboratively within a team, while also demonstrating initiative, proactivity, and the ability to work independently
7. Demonstrated ability to manage challenging and potentially distressing conversations with empathy and professionalism, using appropriate training and escalation pathways
8. Demonstrated problem-solving skills and ability to manage competing priorities, meeting deadlines without compromising quality
9. Experience resolving customer enquiries, complaints, and feedback in a timely and professional manner
10. Demonstrates initiative and a proactive approach to learning and problem-solving

Desirable Criteria

1. Experience using third-party donation platforms
2. Demonstrated use of supporter engagement approaches and relevant skills to build relationships and encourage retention growth and financial targets
3. Proficiency with SMS and email marketing platforms
4. Alignment to mental health and wellbeing
5. Zendesk customer support experience or similar platform

Inclusion at BDI  

We are committed to fostering an inclusive and accessible recruitment experience where all candidates can fully participate in the process.

We warmly encourage applications from First Nations peoples, culturally and racially diverse communities, LGBTQIA+ individuals, people with disabilities, and others from underrepresented backgrounds.

We recognise that not everyone has had equal access to opportunities, and valuable skills and perspectives can be gained through diverse life experiences.

If this role excites you but you don’t meet every listed requirement, we still encourage you to apply as your lived experience and insights are important to us.

Accessibility

If you have accessibility requirements or require information in an alternative format, please email workplaceadjustments@blackdog.org.au or phone 02 9382 4530 

Privacy

We respect your privacy and confidentiality. We only provide information to other staff where it is needed to arrange workplace adjustments.

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. 

Commencement of employment with the Institute is subject to the completion of relevant pre-employment checks, include reference checks, a National Criminal History Check, and other role-specific requirements.
These checks are conducted in line with the Institute’s commitment to providing a safe, respectful and inclusive environment for all employees, and check outcomes are reviewed and applied fairly and in accordance with the inherent requirements of the role