Supporter Engagement Officer

Posted: 24/06/2025

Closing Date: 08/07/2025

**Job Type**: Casual

Location: St Leonards

Job Category: Call Centre & Customer Service,Fundraising

We are committed to providing services for people with low vision or blindness by tailoring solutions to help overcome barriers and build independent and fulfilling lives.

We are united in our shared mission of creating opportunities, championing the rights of people with low vision or blindness, and building communities who share our mindset and ambition for accessibility and inclusivity.

With a strong culture of innovation, learning, flexibility and belonging, we live our values and allow our team members to be the best version of themselves inside and outside work.

We are looking for a passionate and engaging relationship builder to support our Fundraising Engagement team in a casual capacity 2 days a week, between Monday and Friday. In this position, you are front line and a brand ambassador, supporting our mission by creating memorable experiences for our Supporters.

**Key accountabilities**:

- Retain supporters and increase the customer lifecycle via all inbound/outbound communication channels.
- Support all consolidated fundraising services and activities offered through partnering to add value and increase retention.
- Offer out of the box, tailored solutions to ensure we maintain supporter retention when required.
- Provision of information to the organisation in relation to donor complaints by logging complaints in the Feedback Register to provide insight into donor interactions and help the business deliver a better customer experience.
- Work with the Donation Dog Specialist to help achieve revenue budget through collection processing and accurate maintenance of contact data in Affinity.
- Open mail, batch donations, process payments (online, mail, phone, merchandise) securely, accurately within 24 hours of receipt
- Assist in training of new inductees on processes and procedures and ensure training documentation is current, updated or created for new processes.

**Key knowledge & experience**:

- An always positive attitude towards assisting Supporters and providing an experience that is second to none.
- Demonstrated customer service experience highly desirable.
- You find it easy to relate to our Supporters, and engage with them in ways they value.
- Accuracy and attention to detail are really important to you.
- You build positive relationships with internal stakeholders.
- Your knack for making customers smile over the phone.
- Your welcoming and flexible attitude and ability to inspire and proactively support other team members.
- You are competent using technology, especially MS Office and Outlook. Experience using a CRM to record Supporter engagements is highly desirable.

**Benefits that Guide Dogs offer**:
As a member of the Guide Dogs team, you will have access to a wide range of benefits tailored to your needs.
- EAP - Get support when you need it with Employee Assistance Program counselling sessions.
- Employee benefits program and Reward and Recognition program.
- Join an organisation that makes a meaningful and positive impact on our society.

**Guide Dogs Values**:

- Our clients come first in everything we do
- Walk the Talk - The buck stops with us. So we keep our word and keep going, no matter what.
- Lead with Head and Heart - Forever focused on our purpose and mission, we combine care and careful planning to deliver successes worth celebrating.
- Lift each other - From a guiding hand to a high five, we unleash and acknowledge everyone's potential.
- Never stop exploring - We're fearlessly creative. We've always asked and answered the tough questions and if there's a better way, we'll find it.

Guide Dogs NSW/ACT are proud to be an inclusive workplace that reflects our clients and the broader community and are committed to providing a work environment in which everyone is included, treated fairly and with respect. We offer equal employment opportunity regardless of your disability, gender or gender identity, race, religion, sexual orientation, age, marital or domestic status, carer status, or political opinion.