Senior Donations

THE OPPORTUNITY

The Senior Donations & Database Coordinator plays a key role within the Donations & Database Team, supporting the effective management of The Foundation's supporter database and donation processing functions. This position ensures high standards of donor care and contributes critical data insights and reporting to support marketing and fundraising initiatives.

This role focuses on overseeing the management and processing of single-giving donations. Responsibilities include daily coordination and supervision of the team and office operations, ensuring timely and accurate processing, reconciliation, and supporter follow-up. The position is also responsible for training, coaching, and supporting team members in donor care and donation management, identifying issues, coordinating resolutions, and monitoring outcomes to improve processes and operational efficiency.

The Senior Coordinator acts as a primary escalation point for complex supporter enquiries and complaints, providing backup coverage for 1800 donation calls and the public email inboxes in the absence of the Inbound Call Specialist. This role also deputises for the Senior Donations & Database Manager when required.

KEY RESPONSIBILITIES

1. Serve as the senior point of contact for donation-processing issues, supporter escalations, and team support. Assist the Senior Donations & Database Manager with training, coaching, and supervising staff on donation processing, supporter care, and database management.
2. Oversee the end-to-end donation handling process, including sorting, coding, importing, banking, receipting, gift adjustments, and secure mail coordination.
3. Deliver high-quality supporter care via phone and email, handling correspondence, enquiries, and complaints.
4. Maintain and manage CRM data integrity (currently Raiser's Edge, transitioning to Dynamics), including routine performance checks.
5. Reconcile single-giving income coming into the Foundation's bank accounts and support Finance with reconciliation queries and financial audits by providing necessary data and documentation.
6. Import data securely from third-party suppliers and stakeholders into the CRM database.
7. Manage estate donations in coordination with the Bequest team.
8. Coordinate secure banking courier logistics.
9. Lead team data entry of invoice requisitions into iPOS.
10. Maintain secure filing, archiving, and timely deletion of data in line with The Foundation's retention policies.
11. Identify and implement opportunities for streamlining and enhancing processes.
12. Collaborate effectively with internal teams and external stakeholders.
13. Maintain accurate and up-to-date documentation of procedures.
14. Problem solve technical and processing issues related to CRM, website, and payment gateways; support system testing and upgrades.
15. Support training of volunteers, temporary staff, and CRM backfill personnel.
16. Record and share strategic supporter feedback to inform improvements and provide insight.
17. Perform other duties as requested by the Senior Donations & Database Manager, including acting in their role when absent.
18. Supervise the team's flexible working between the office and home.
19. Provide relevant and timely feedback and advice to Senior Manager.

WHAT YOU'LL NEED TO SUCCEED

• Strong stakeholder and supplier relationship management.
• Excellent written and verbal communication skills.
• Demonstrated empathy and professionalism in supporter interactions.
• High-speed, accurate data entry with exceptional attention to detail.
• Strong analytical and problem-solving skills.
• Effective time management with the ability to manage multiple priorities.
• Ability to build and maintain positive working relationships.
• A collaborative, respectful, and supportive team member.

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, providing access to not-for-profit salary packaging options to increase your take-home pay.
• Flexible work environment, focusing on output rather than hours, enabling you to prioritise your health and wellbeing.
• Generous leave allowances.
• Ongoing commitment to your continuous learning and career development through tailored leadership and professional development programs, and focused development conversations.