Donor Services Officer

3 days ago

Brisbane, Queensland, Australia Mercy Ships Australia Full time $40,000 - $60,000 per year

As a Donor Services Officer, you will be at the heart of our mission — the first point of contact for many of our donors, supporters, and volunteers. Your role is vital in ensuring every interaction reflects our values of compassion, integrity, and excellence, helping people feel connected to the life-changing work they make possible.

This role goes beyond processing donations. You will be a champion of donor care, building meaningful relationships with supporters, stewarding generosity, and helping Mercy Ships create transformational healthcare opportunities in developing nations.

You will also contribute to our digital transformation by learning and engaging with new platforms, including Salesforce, that will shape how we serve donors for years to come.


Key Responsibilities

Donor Communications

  • Engage directly with the public, supporters, and volunteers via phone and email, delivering a warm and professional donor experience.
  • Respond promptly to donor enquiries, resolving issues with empathy and efficiency.
  • Proactively call new regular givers to thank and affirm their commitment.

Donor Administration

  • Accurately process day-to-day and recurring donations, ensuring donor records are always up to date.
  • Maintain data integrity across donor platforms (including supporting the migration from DPO to Salesforce).
  • Prepare donor receipts and personalised thank-you communications.
  • Support reporting and data insights to help strengthen donor engagement.

Additional Support

  • Assist the Volunteer & Alumni Manager with alumni speaker requests.
  • Provide cover and support during staff leave.
  • Manage mail collection and processing as required.

Experience and Qualifications

  • Demonstrated experience in customer service, donor care, or sales (telephone and/or face-to-face).
  • Excellent verbal, written, and interpersonal communication skills.
  • A confident and professional phone manner with strong active listening skills.
  • Ability to engage warmly with a diverse range of people and build trust.
  • Highly organised with strong attention to detail, accuracy, and time management.
  • Proven ability to manage competing priorities and work both independently and collaboratively.
  • Strong problem-solving skills and a service mindset.
  • Commitment to the Christian ethos and values of Mercy Ships.

Technical Skills

  • Tech-savvy and willing to learn new systems as part of our digital transformation.
  • Proficiency with Microsoft Office suite.
  • Experience using (or ability to upskill into) donor and fundraising platforms such as DonorPerfect Online (DPO), Salesforce, Fundraise Up, SecurePay, Stripe, PayPal, Shopify, and HubSpot.

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