Senior Donations

• Do you want to do work that really matters? Help us end avoidable blindness
• Full Time, Permanent role based In Sydney
• Closing Date: Tuesday the 2nd of September 2025

ABOUT THE FRED HOLLOWS FOUNDATION

The Foundation is an international development organisation working to prevent blindness and restore sight. We continue to carry on the legacy of Professor Fred Hollows, who believed every person had the right to quality eye care, no matter where they live. The Foundation has grown to work in more than 25 countries throughout 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. We have an ambitious five-year strategic plan that aims to take us even closer to realising our vision of a world in which no person 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 functions. This position ensures high standards of donor care and contributes critical data insights and reporting to support marketing and fundraising initiatives.

This role has a particular focus on overseeing the management and processing of single-giving donations. Responsibilities include the 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 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 coming in to the Foundation's bank accounts and support Finance with reconciliation queries as well as 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 The Foundation's retention policies.
• Identify and implement opportunities for streamlining and enhancing 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.

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, we provide access to not-for-profit salary packaging options, which will increase your take home pay.
• Flexible work environment, we focus on output, not hours and enable 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.

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 in all areas where we work. Applicants are advised that The Foundation reserves the right to conduct police checks and other screening procedures to ensure we maintain and promote a child safe environment.

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