Supporter Services Officer


Job ID:



Sydney, NSW 


Administration, Customer Service, External Relations, Finance


$65,000.00 per year

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Employment Type:

Full Time - Continuing

Job Description:

  • Become a part of a team that is devoted to making the world a healthier place.
  • Full Time permanent position.
  • Manage donations and assist with fundraising initiatives for Black Dog Institute.
About Us:
As the only Medical Research Institute in Australia to investigate mental health across the lifespan, our aim is to create a mentally healthier world for everyone. For the past 20 years, we have been at the forefront of mental health research and have maintained a reputation as one of the nation’s leading institutes investigating mental health.
We undertake a unique ‘translational’ research approach that allows us to turn our world-class findings into new treatments, prevention strategies, clinical services, educational programs, and e-health products.
Leveraging our relationships with stakeholders and donors, we join the dots by connecting research answers, expert knowledge, and the voices of lived experience to deliver solutions that impact and boost the health care system for patients and practitioners alike.
Our work is used to drive evidence informed change across the rapidly expanding mental health sector and sets the foundations for a brighter and healthier future for all.

What We Offer:
  • Salary packaging (up to $15,900 per year)
  • Hybrid working model, flexibility in days spent at home and in the office
  • Ongoing professional development opportunities
  • Generous parental leave policy
  • Pet friendly office
  • Team building and social events

About the Role:
Donations are the backbone of how we fund a bulk of our projects at Black Dog Institute. The Supporter Services Officer is responsible for processing donations received by mail and via electronic funds transfer in a timely and accurate way. It is also responsible for the administrative activities related to mail and EFT donations, such as mailing, banking, and ensuring supporters receive accurate receipts in a timely and professional manner.
The role provides customer service and resolution on donation related queries received from supporters through phone, email, and other communication channels. You will also assist with supporter care activities, such as writing personalised notes, conducting thank you calls, and other activities as needed. During campaigns and appeals periods, you will support the wider Funding and Partnerships teams with responding to donor queries and problem solving, as well as undertaking broader supporter care activities. The role also provides administrative and customer service-based support for the wider Funding and Partnerships team.

Job Requirements:

About You:
  1. Previous experience working in a supporter services or customer care environment, preferably in the NFP sector.
  2. Demonstrated experience in accurate and timely data entry and processing, preferably with Raisers Edge.
  3. Demonstrated experience with accurately processing financial transactions such as credit cards, direct debits, EFT transactions, as well as cash and cheques.
  4. Keen eye for detail and accuracy, coupled with strong administrative skills.
  5. Ability to work within a team, but equally able and ready to use own initiative.
  6. Demonstrated high computer literacy, including Microsoft Office.
  7. Outstanding interpersonal skills, with a warm and persuasive telephone manner.
  8. Experience resolving customer enquiries, complaints and feedback in a timely and professional manner.
  9. Demonstrated strong problem-solving ability
  10. Proven time management and able to juggle competing deadlines without compromising quality.
Desirable Criteria:
  1. Experience using 3rd party donation platforms
  2. Ability to work outside of office hours on occasion
  3. Alignment to mental health and wellbeing
Black Dog Institute is steadfastly committed to achieving a progressive and diverse workforce that is reflective of our wider community.  We celebrate the qualities, beliefs, and practices that make us unique, and are dedicated to the development and progression of our people. We ensure equality of opportunity for all, regardless of age, characteristics, cultural background, sexual orientation, lived experience, gender identity, disability and/or family status. We look forward to having you join our team at Black Dog Institute.
Due to the volume of applications we receive, only candidates who meet the selection criteria will be contacted. Candidates who apply via email will not be considered.
Advertisements are subject to closing earlier than specified if a suitable candidate is appointed.



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