Supporter Services Coordinator

The Garvan Research Foundation (GRF) was founded in 1981 and is the fundraising and marketing arm of the Institute, raising awareness and vital funds from individuals, trusts and foundations and corporate and community groups.

THE OPPORTUNITY

The Supporter Services Coordinator (Operations) is a vital role within the Garvan Research Foundation and is responsible for driving the best-in-practice customer service, building loyalty and lifetime value through interactions with existing and potential Garvan supporters.

The role will assist in managing the overall performance of the Supporter Services Office and the delivery of a wide range of services to existing and potential Garvan supporters, as well as to the Supporter Services’ internal clients.

Salary: $65,000 + 11.5% super + salary packaging

Employment Type: Permanent full time

SNAPSHOT OF BENEFITS- Generous salary packaging to save you income tax on your wages thereby boosting your monthly take home pay (max. $15,900 general expenses + $2,650 meals/accom)- Ample opportunities for on-going training and development- Stimulating, diverse and highly international research environment- Flexible work arrangements e.g. start / finish times- 18 weeks paid parental leave for both parents including paid superannuation- A range of additional leave types to meet your personal needs including cultural leave, conference leave, community service and study leave- Discounted Health Insurance- Lifestyle discounts with our community partners

WHAT YOU WILL DO- Daily mail sorting (including the return-to-sender letters) and donation batching.- Accurate data entry of all types of donations into the Raiser’s Edge database, which includes regular downloading and importing of files from the different fundraising platforms, and coordinating with the relevant team the correct coding information, if necessary.- Regular receipting of donations including Institute gifts.- Efficient tracking of processed donations for reporting purposes.- Daily banking reconciliation.- Database maintenance through proactive updating of donor details and performing process checks.- Ensure best practice standards are established and delivered by providing exemplary donor care in all channels of communication.- Daily logging in the Foundation phone queue.- Assist in managing the Foundation inbox.- Assist with outbound calls, if required.- Assist with Concierge coverage, if needed.- Actively recommend donor care strategies to further increase donor retention.- Proactively suggests ways to improve processes and systems- Keep up-to-date on industry best practices relating to the role and responsibilities.- Seek ongoing improvements in service levels and processing efficiencies to reduce unit costs.- Assist with planning and execution of selected projects for the year.- Contribute to one’s personal development plans.- Assist in managing stock inventory, especially before appeal lodgements.- Update and maintain the Supporter Services procedure.- Assist with Garvan’s key events.

ABOUT YOU- Tertiary qualifications desirable- Previous experience in a similar role within the not for profit sector or call centre setting.- Absolute commitment to excellent customer service.- Focus on accuracy and a high attention to detail.- Database and data entry experience, including running reports, queries and data management.- An understanding of Australian Privacy Principles and legal requirements of capturing, storing and using personal information.- Flair for analysing and improving processes and procedures.- Moderate to fast typing/data entry speed.- Intermediate to advanced MS Office skills (Word, Excel, Outlook).- Fast pace of work and high productivity.- Ability to work harmoniously in a small team including the ability to keep team members informed about status of work and customer service expectations.- Excellent standard of written communication (spelling, punctuation, familiarity with business correspondence norms).- Ability to prioritise and excellent time-management skills.- Ability to effectively delegate to volunteers.- Experience in coordinating and supervising human resources would be highly desirable.- The incumbent must also be keen to continuously enhance their learning by keeping up-to-date with market and industry trends.

ABOUT GARVAN

Garvan Institute of Medical Research is an independent Medical Research Institute (MRI) in Sydney, delivering scientific and clinical impact on a global basis and in partnership with organisations that share our vision. We are proud to be one of Australia’s largest and most highly regarded MRI’s.

Our vision is global leadership in discoveries to impact and our enduring purpose is to impact human health, by harnessing information encoded in our genome.

We seek to see our world-class discovery research achieve life-changing impacts, not only for individual patients with rare diseases, but for the many thousands affected by complex, common disease.
- Garv