Donor Experience Champion

ASRC Asylum Seeker Resource Centre; Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

60% in-office

Annual Leave Loading 17.5%

Discretionary leave provisions

Regular community lunch

Free onsite car and bicycle parking

Salary packaging up to $15,900

Entertainment Packaging up to $2,650

Public transport proximity

Job summary

ASRC Asylum Seeker Resource Centre is seeking a Supporter Experience Officer to nurture donor relationships and drive social impact. You will ensure warm, efficient interactions and accurate processing of donations across channels.

You will utilise Salesforce for donor management, supervise volunteers, and continuously improve workflows to enhance the donor journey and long-term engagement.

Qualifications

• Customer service excellence across channels.
• CRM/database experience for donor management.
• Accurate handling of financial transactions and receipts.
• Ability to manage competing demands and keep systems organized.
• Ability to collaborate with diverse cultural backgrounds.
• Understanding of asylum issues and non-profit context.

Responsibilities

• Donor & Supporter Engagement: Deliver high-level customer service across multiple channels (phone, email, mail).
• Financial Processing & Administration: Process and reconcile donations and tax receipts accurately.
• Database Management: Use Salesforce to maintain donor records and data integrity.
• Volunteer Supervision: Recruit, train and roster Supporter Experience volunteers.
• Process Optimisation: Improve administrative workflows and donor journey.

Skills

Customer Service Excellence

CRM & Database Skills

Financial Accuracy

Workflow & Time Management

Cross-Cultural Communication

Sector & Context Knowledge

Tools

Salesforce

Job description

Supporter Experience Officer (Full-Time | 12 Months Fixed-Term)

Contract

9d ago , from ASRC Asylum Seeker Resource Centre

About the Asylum Seeker Resource Centre
Founded in 2001, the Asylum Seeker Resource Centre (ASRC) is Australia’s largest human rights organisation providing support to people seeking asylum. We are an independent, values-driven, not-for-profit organisation whose programs support and empower people seeking asylum to maximise their own physical, mental and social well being. We champion the rights of people seeking asylum and mobilise a community of compassion to create lasting social and policy change.

The ASRC movement is proudly supported by a community of committed volunteers and supporters who embrace the organisation’s vision that people seeking asylum can live safely, sustainably, independently and equally.

About The Role (12 Months Fixed-Term Contract | Full-Time)
Are you a customer service or donor care professional looking to channel your skills into driving meaningful, life-changing social impact?
As the Supporter Experience Officer, you will play a vital role in nurturing relationships with our community of donors and supporters. You will ensure every interaction with the ASRC is warm, efficient, and inspiring, helping to increase long-term commitment to our movement.

Key Responsibilities

• Donor & Supporter Engagement: Deliver high-level customer service across multiple communication channels (phone, email, mail).
• Financial Processing & Administration: Perform accurate, timely processing and reconciliation of donations, financial transactions and tax receipts.
• Database Management: Utilize Salesforce to maintain high data integrity, accurate record-keeping and streamlined supporter records.
• Volunteer Supervision: Recruit, train and roster Supporter Experience volunteers to assist with daily operations and campaign surges.
• Process Optimisation: Identify opportunities to improve administrative workflows and enhance the overall donor journey.

About You
You will bring exceptional customer care standards, high attention to detail and a strong alignment with our values.

Key Selection Criteria:

• Customer Service Excellence: Proven experience delivering high-level customer/donor service across various communication channels.
• CRM & Database Skills: Proficient in using Salesforce (or a similar CRM database) for donor management and record-keeping.
• Financial Accuracy: Strong attention to detail with experience handling financial transactions and receipts accurately.
• Workflow & Time Management: Ability to manage competing demands, prioritise tasks effectively and maintain administrative systems.
• Cross-Cultural Communication: Ability to communicate and collaborate with individuals from diverse cultural, social and linguistic backgrounds.
• Sector & Context Knowledge: Understanding of the issues facing people seeking asylum in Australia and the broader non-profit context. (Lived experience of seeking asylum is desirable).

Employee Benefits:
Joining the ASRC means being a part of the largest human rights organisation in Australia, supporting refugees and people seeking asylum. We recognise and appreciate our incredible staff for their contribution, dedication and passion to support and empower people seeking asylum by providing the following conditions above the relevant modern award:

• We do have a 60% in-office approach to building our team cohesion.
• Annual Leave Loading of 17.5%
• Additional discretionary leave provisions including:
• Leave for Cultural or Religiously Significant Events
• Aboriginal or Torres Strait Islander Leave
• Leave for Staff Seeking Asylum
• Gender Affirmation Leave
• Regular community lunch
• Free onsite car and bicycle parking
• Salary packaging (up to $15,900 per year tax free)
• Entertainment Packaging (up to $2,650 per year tax free)
• Discounts via HR systems provider at grocery and retail outlets
• Close proximity to public transport (100 metres from Footscray station and buses)

Position Description
Please see the position description here:https://asrc.org.au/wp-content/uploads/2026/10/PD-Supporter-Experience-Officer-June-2026.docx.pdf

Application Process

Only applications that include a CV and cover letter addressing the Selection Criteria, will be considered.If your application does not include a cover letter it will not be considered.

Applications close Friday 30 October at 11:59pm.

Shortlisting for this position will commence immediately, and the position may close earlier than stated if we have found suitable candidates.All offers of employment are subject to a satisfactory Criminal History Check and provision of a valid Working with Children Check prior to commencement.

Our Commitment to You:ASRC Candidate Care Statement

At the Asylum Seeker Resource Centre, we believe in recruiting through the lens of our core values, ensuring every interaction and decision reflects the principles that define our culture.

What you can expect from our process:

• Welcome: We champion inclusion and encourage applications from all backgrounds, especially those with lived experience of seeking asylum. Please tell us if you need any accessibility adjustments.
• Authentic: We commit to a transparent and fair process, providing clear timelines and constructive feedback if you are interviewed.
• Courageous: We make objective hiring decisions based purely on merit and mission alignment, ensuring fairness and equity for every candidate.
• Collaborative: We value your time. We commit to timely, respectful communication and keeping you informed about the status of your application.

Thank you for your interest in joining the ASRC. We look forward to connecting with you.

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