Senior Donor Care Coordinator

Overview

Join to apply for the Senior Donor Care Coordinator role at The Fred Hollows Foundation.

Closing Date: Tuesday the 2nd of September 2025.

About the Foundation

The Foundation is an international development organisation working to prevent blindness and restore sight. We work in more than 25 countries across Africa, South Asia, Southeast Asia, the Middle East and the Pacific, as well as Australia. The Foundation has restored sight to more than 3 million people worldwide and aims to realise a world where no one is needlessly blind or vision impaired and Indigenous Australians exercise their right to sight and good health.

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. This role focuses on overseeing the management and processing of single-giving donations, with responsibilities including daily coordination and supervision of the team and office operations, ensuring timely and accurate processing, reconciliation, and supporter follow-up. The role also includes training, coaching, and supporting team members in donor care and donation management, identifying issues, coordinating resolutions, and monitoring outcomes to drive process improvements and operational efficiency. The Senior Coordinator acts as a primary escalation point for complex supporter enquiries and complaints and provides 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

• 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.
• Oversee the end-to-end donation handling process, including sorting, coding, importing, banking, receipting, gift adjustments, and secure mail coordination.
• Deliver high-quality supporter care via phone and email, handling correspondence, enquiries, and complaints.
• Maintain and manage CRM data integrity (currently Raiser's Edge, transitioning to Dynamics), including routine performance checks.
• Reconcile single-giving income with the Foundation's bank accounts and support Finance with reconciliation queries and financial audits by providing necessary data and documentation.
• Import data securely from third-party suppliers and stakeholders into the CRM database.
• Manage estate donations in coordination with the Bequest team.
• Lead team data entry of invoice requisitions into iPOS.
• Maintain secure filing, archiving, and timely deletion of data in line with retention policies.
• Identify and implement opportunities to streamline and enhance processes.
• Collaborate effectively with internal teams and external stakeholders.
• Maintain accurate and up-to-date documentation of procedures.
• Problem solve technical and processing issues related to CRM, website, and payment gateways; support system testing and upgrades.
• Support training of volunteers, temporary staff, and CRM backfill personnel.
• Record and share strategic supporter feedback to inform improvements and provide insight.
• Perform other duties as requested by the Senior Donations & Database Manager, including acting in their role when absent.
• Supervise the team's flexible working between the office and home.
• 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.

Benefits and Recognition

Through internal programs and employee benefits, we aim to create an environment where you feel supported and empowered. Benefits include:

• Generous salary packaging options to increase take-home pay.
• Flexible work environment focused on output and wellbeing.
• Generous leave allowances.
• Ongoing commitment to your continuous learning and career development through tailored leadership and professional development programs.

To find out more about our benefits, click here.

Applications

Please apply directly using the "Apply" button. Your application should include a CV and, preferably, a cover letter that outlines your interest in the role and addresses the key criteria listed in the "Key Responsibilities" and "What You Need to Succeed" sections of the advertisement.

Applications Close: Tuesday the 2nd of September 2025

Aboriginal and Torres Strait Islander people are encouraged to apply for this position.

The Fred Hollows Foundation is committed to protecting the rights of children and community partners. Applicants are advised that the Foundation reserves the right to conduct police checks and other screening procedures to maintain a child-safe environment.

Please note: We will not be accepting CVs via agencies for this role.

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