Supporter Services Officer

• Australia's largest national organisation supporting people with eating disorders and body image concerns
• Rewarding, dynamic and innovating role in a well-established not-for-profit
• Supported by passionate and committed colleagues
• Based in Crows Nest, flexible working – mix of home and office
• Generous salary packaging options
• 0.6 FTE / over 4-5 days is preferred

Butterfly Foundation is Australia's national charity for eating disorders and body image issues, providing a voice for those affected and the people who care for them. Eating disorders are severe and complex mental illnesses with physical complications, and the medical, psychological, physical and social consequences can be long term and for many, life threatening.

Butterfly advocates for improved services from government, health and mental health organisations and the eating disorder sector, raising awareness in the media, with key stakeholders and via community engagement. Butterfly runs Australia's only national Helpline for eating disorders and body image issues, supporting nearly 40,000 people every year; delivers evidence-based clinical treatment and support programs; and provides prevention initiatives in schools and the community to combat negative body image issues.

About the role

The Supporter Services Officer ensures our donors and supporters have a positive and meaningful experience with Butterfly. This role provides the backbone of our fundraising operations by processing donations, maintaining accurate supporter records, and delivering warm, personal donor care through thank-you calls, cards, and timely responses to enquiries. You'll play a key role in building trust and goodwill with our supporters, ensuring that every donation is acknowledged and every interaction reflects our gratitude.

While the role officially reports to the Individual Giving Manager, the Supporter Services Officer will work closely with the Data and Insights Analyst on tasks relating to the fundraising database.

Accountabilities and Responsibilities

Supporter Care

• Act as the first point of contact for donor enquiries across channels (e.g., phone, email, and post) delivering warm, timely, and professional responses
• Provide donor care by making thank-you calls, writing personalised cards, and other ad hoc tasks to acknowledge our supporter's impact
• Follow up with donors for missing details (e.g., contact details, payment details and schedules, tribute information) to mitigate the loss of supporters
• Develop efficient ways of recording supporter interactions and create processes for reporting

Fundraising Admin

• Accurately process various types of donations from different channels (e.g., online, mail, phone, third-party platforms)
• Generate and distribute donation receipts and acknowledgement letters in a timely and accurate manner
• Develop processes to efficiently monitor and manage data hygiene across the CRM (e.g., deduplication, coding, processing donations, updating supporter details) to ensure records are maintained to the highest standard of accuracy, consistency, and confidentiality
• Efficiently manage the fundraising teams weekly and monthly reconciliation of income with the Finance Team

Team Support

• Work closely with the fundraising team to provide general admin as required
• Work collaboratively to ensure donors receive consistent, positive experiences across all touchpoints
• Assist with reporting on donations, donor trends, and supporter feedback
• Support fundraising campaigns and appeals with data entry, mailouts, and supporter follow-up
• Initiate and contribute ideas for improving supporter processes, systems, and engagement strategies

Selection Criteria

To see the FULL Responsibilities & Selection Criteria, please view the Position Description at

Essential:

• Previous experience in a fundraising, supporter services, or customer service environment
• Strong administrative and organisational skills with high attention to detail
• Experience using CRM/databases (fundraising preferred) as well as MS suite
• Excellent written and verbal communication skills, with a warm and professional manner
• A genuine passion for delivering outstanding supporter care, confidence in making phone calls to supporters and building positive rapport
• Proactive and motivated to improve systems and processes, with a commitment to learning and growth
• Ability to manage multiple tasks, prioritise effectively, and meet deadlines in a fast-paced environment
• Ability to work effectively as part of a team

To Apply

All applicants should supply a cover letter and resume. Please address the selection criteria as detailed in the Position Description in a separate cover letter.

We welcome applications from people with lived experience of eating disorders and/or other mental health conditions, and their family members/carers.

Closing Date: Sunday 9th November, please note that if we receive a high level of applications, the vacancy may close earlier than stated. Therefore, we would encourage you to submit your application as soon as possible.

Enquiries

For enquiries about this position, please email