Supporter Services and Administration Officer

POSITION DESCRIPTION

TITLE

Supporter Services and Administration Officer

REPORTING TO

Head of Individual Giving

LOCATION

3 Albert Coates Lane, Melbourne CBD

EMPLOYMENT DETAILS/HOURS

Permanent, Full time

Introduction to WaterAid

WaterAid's vision is of a world where everyone has access to safe water and sanitation. Our mission is to change lives by improving access to safe water, sanitation and hygiene (WASH) in communities around the world. WaterAid works with partners to maximise its impacts for policy change/influence.

Never before has there been more global recognition of the importance of WASH.

WaterAid works through supporting local organisations and government authorities to design and demonstrate appropriate and sustainable WASH programs. WaterAid also seeks to influence policy change through government and other key sector actors to secure and protect the right of poor people to safe, affordable water and sanitation services.

Everything we do is shaped by our six values:

•      Integrity

•      Respect

•      Collaboration

•      Courage

•      Accountability

•      Innovation

WaterAid is a child safe organisation. We recognise that we must meet community expectations and the trust placed in our personnel to maintain the highest standards of conduct with children. Therefore, all positions within WaterAid are required to comply with our Child Safeguarding Policy and Code of Conduct.

WaterAid is committed to protection from sexual exploitation and abuse in everything we do. The values and standards we uphold are highlighted in our Global Code of Conduct. All positions within WaterAid are required to comply with our Global Code of Conduct.

Position Summary

The Supporter Services Officer is the first point of contact for our supporters and the general public. They are responsible for all aspects of donor care including, donation processing, bank reconciliation, answering the WaterAid Supporter Hotline and managing 3 WaterAid email inboxes.

Key Accountabilities

The Supporter Services Officer reports to the Head of Individual Fundraising and collaborates with the broader Corporate and Community Engagement (CCE) team and wider WaterAid staff and volunteers both locally and internationally. This role has a high level of interaction with WaterAid individual supporters, as well as corporate partners and WaterAid suppliers.

Key Responsibilities and Duties

1.    Processing Donations – Ensure the timely processing of supporter donations of both single gifts and recurring gift set up and ongoing monthly processing. In addition, manage all gift receipting and mailing of welcome packs.

2.    Key point of contact for Supporter Enquiries- This also involves answering and responding to general supporter inquiries received via phone, email, and mail. This also includes responding to supporter or general public enquiries via social media channels and social media moderation.

3.    Data Processing and Hygiene – Ensure data integrity and create continuous improvement in data processing as well as update and maintain the Supporter Care Procedures Manual. This includes; return to sender mail, code clean-ups, inputting additional donor details, maintaining a clean and accurate database.

4.    Routine Donor and Fundraiser Communications – Ensure routine donor care communications are actioned as per the supporter care retention program including; appropriate thank you letters, welcome journey, declines and expiry communications are sent in a timely manner.

5.    Undertake Regular Giving processes such as Regular Giving payment run, Declines and Retries to maximise income for the program.

6.    Manage WaterAid complaints log and provide regular updates and reports on any complaints that are received.

7.    Work closely with the Data & Analytics Manager and Database Officer to support with database tasks when required.

8.    Supporter Retention – Continual improvement of supporter retention including supporter journey incorporating touch points across a range of channels. With help from the Database staff, measure and track supporter cancellation and retention rates to gauge the effectiveness of program.

9.    General administrative support to CCE team. This includes the fulfilment tasks involved in the implementation of CCE projects and campaigns such as fundraising events and corporate membership.

1. Co-ordination of volunteers to ensure volunteers meet recruitment, induction requirements and are supported in their tasks.

Selection Criteria

Essential

Experience

·   Previous employment in administration and/or customer service.

·   Demonstrated ability to improve process and quality.

Knowledge and Skills

·   Excellent written and verbal communication skills.

·   Strong administrative and word processing skills, and other skills required in a self-servicing post.

·   Experience using a CRM system.

·   Proven ability to work to a high standard and with an eye for detail, working under own initiative to strict deadlines, and managing multiple projects simultaneously.

Personal qualities

·   Commitment to WaterAid's values and standards of safety of children and protection from sexual exploitations and abuse in all our activities.

·   Demonstrate an understanding of inclusivity across gender, culture, LGBTI and sexual orientation and gender identity, ethnic diversity and cultural sensitivity.

·   Ability to work independently but also work well within a collaborative team environment.

·   Can Can-do attitude and collaborative style to support team.

Desirable

·   Experience working within marketing or fundraising teams.

·   Working knowledge of a supporter fundraising or membership database system such as Raiser's Edge, DonMan or Blackbaud CRM.

Physical Environment and Demands

Ergonomic work stations within an open plan office, standing desks, in a fun and vibrant co-shared work space along with flexible work environments.

To Apply:

Please submit an application to by Wednesday, 24 September 2025.

Applications for this position must include a resume and a cover letter responding to Selection Criteria. Applicants must have the right to work in Australia

Due to high volumes of applications, only shortlisted candidates will be contacted.

All applications will be treated confidentially and for shortlisted candidates, permission will be sought before contacting any referees.

WaterAid champions diversity, equality and inclusion and encourage applications from people who are from different backgrounds including Aboriginal and Torres Strait Islander, people of any age, race, ethnicity, religion, gender identity, disability, sexual orientation and cultural background.