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Donations Coordinator Role
3 weeks ago
We are seeking a skilled Donations Coordinator to join our team in Sydney.
- This is a full-time, permanent role that will make a meaningful impact and help end avoidable blindness.
About Our Organisation
We are an international development organisation dedicated to preventing blindness and restoring sight. We carry on the legacy of Professor Fred Hollows, who believed that every person has the right to quality eye care, regardless of their location. With over 25 years of experience working in more than 25 countries across Africa, South Asia, Southeast Asia, the Middle East, and the Pacific, as well as Australia, we have restored sight to over three million people worldwide.
Our Strategic Plan Objectives
We have an ambitious five-year strategic plan that aims to take us closer to realising our vision of a world where no one is needlessly blind or vision-impaired, and Indigenous Australians exercise their right to sight and good health.
Job Opportunity Description
The Donations Coordinator plays a crucial role within the Donations Team, supporting the effective management of our 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, including daily coordination, supervision of the team and office operations, 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.
Key Responsibilities:
- Act as the senior point of contact for donation-processing issues, supporter escalations, and team support. Assist 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 our 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 our 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, including acting in a senior role when absent.
- Supervise the team's flexible working between the office and home.
- Provide relevant and timely feedback and advice to senior managers.
Required Skills and Qualifications
- 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 Rewards
We recognise the importance of your contribution to our mission and offer a range of programs and benefits to support your continuous learning, professional development, and overall wellbeing.
