Supporter Care Administrator

Mater Group; City of Brisbane; Vor Ort; AUD 60.000 - 72.000; Vollzeit

Benefits dieser Stelle

Salary packaging up to $15,900

Staff benefits

Zusammenfassung

Mater Foundation is seeking a Supporter Care Administrator to join our Newstead team, delivering an exceptional supporter experience across phone, email, social and administration channels.

You’ll build relationships with supporters, respond to enquiries, support fundraising campaigns and ensure accurate data entry while maintaining high service standards in a fast-paced environment. The role is full-time fixed-term for 12 months, with salary packaging and staff benefits.

Qualifikationen

• Demonstrated experience in high-volume customer service, particularly handling inbound and outbound calls.
• Excellent interpersonal and communication skills, with the ability to actively listen and build rapport with a diverse range of people.
• A genuine supporter-first mindset, with the ability to view situations through the “supporter lens”.
• Strong organisation, prioritisation and time management skills, with the ability to work reliably with minimal supervision.
• The ability to remain calm, exercise sound judgement and confidently resolve problems and complaints.
• High attention to detail and a commitment to accurate and timely information and administration.
• Confidence using Microsoft Office and systems for data entry, email and basic reporting.
• A willingness to occasionally work outside standard hours to support fundraising events, community activities or key campaign periods.
• Experience with customer service platforms such as Zendesk would be advantageous.
• A flexible and positive approach to change, with an interest in improving processes and ways of working.

Aufgaben

• Build positive relationships with supporters through regular phone-based engagement and relationship management activities.
• Respond to and resolve supporter enquiries across multiple channels, prioritising requests in line with service level agreements.
• Manage high-volume inbound and outbound phone contact, providing professional, efficient and supportive service.
• Conduct proactive outbound calling for fundraising campaigns, donations, lottery support, payment follow-up, supporter retention, data quality initiatives and general supporter engagement.
• Identify opportunities to enhance the supporter experience through every interaction and ensure supporters feel valued and recognised.
• Build positive relationships with supporters and recognise and enhance their philanthropic experience.
• Capture supporter insights to help inform and improve fundraising programs and the supporter experience.
• Complete accurate, timely and high-volume fundraising administration and processing.
• Maintain accurate supporter records and database information to support excellent service and data integrity.
• Investigate, track and resolve supporter issues and complaints, escalating where required.
• Contribute to continuous improvement of systems, processes and supporter service practices.

Kenntnisse

High-volume customer service

Phone & email support

Relationship building

Communication skills

Organisational skills

Problem solving

Attention to detail

MS Office & data entry

Flexible scheduling

Tools

Zendesk

Jobbeschreibung

About the role
Mater Foundation is seeking a Supporter Care Administrator to join our team in Newstead and play an important role in delivering an exceptional supporter experience.

You’ll be the voice and advocate for our supporters, responding to high volumes of enquiries across phone, email, social and administration channels. A key part of this role involves managing both inbound and outbound phone interactions, building relationships with supporters, resolving enquiries and supporting fundraising campaigns. This is a people-focused role where you'll help us move beyond transactional customer service to build meaningful, relationship-based supporter care.

You’ll also have the opportunity to make a genuine difference by helping supporters feel valued, heard and recognised for the important role they play in supporting Mater’s healthcare, education and research.

This is a full-time, maximum term position for 12 Months.

Salary: Commensurate with experience plus superannuation and access to not-for-profit salary packaging up to $15,900+access to many staff benefits!

What you’ll be doing

• Build positive relationships with supporters through regular phone-based engagement and relationship management activities
• Respond to and resolve supporter enquiries across multiple channels, prioritising requests in line with service level agreements.
• Manage high-volume inbound and outbound phone contact, providing professional, efficient and supportive service.
• Conduct proactive outbound calling for fundraising campaigns, donations, lottery support, payment follow-up, supporter retention, data quality initiatives and general supporter engagement.
• Identify opportunities to enhance the supporter experience through every interaction and ensure supporters feel valued and recognised.
• Build positive relationships with supporters and recognise and enhance their philanthropic experience.
• Capture supporter insights to help inform and improve fundraising programs and the supporter experience.
• Complete accurate, timely and high-volume fundraising administration and processing.
• Maintain accurate supporter records and database information to support excellent service and data integrity.
• Investigate, track and resolve supporter issues and complaints, escalating where required.
• Contribute to continuous improvement of systems, processes and supporter service practices.

About you

You're a customer-focused and highly organised professional who enjoys helping people and thrives in a fast-paced, high-volume environment. This role would suit someone with experience in a call centre, contact centre, customer service, fundraising, membership, retention or supporter care environment who enjoys talking to people, building relationships and delivering exceptional service through both inbound and outbound phone interactions. You'll bring:

• Demonstrated experience in high-volume customer service, particularly handling inbound and outbound calls.
• Excellent interpersonal and communication skills, with the ability to actively listen and build rapport with a diverse range of people.
• A genuine supporter-first mindset, with the ability to view situations through the “supporter lens”.
• Strong organisation, prioritisation and time management skills, with the ability to work reliably with minimal supervision.
• The ability to remain calm, exercise sound judgement and confidently resolve problems and complaints.
• High attention to detail and a commitment to accurate and timely information and administration.
• Confidence using Microsoft Office and systems for data entry, email and basic reporting.
• A flexible and positive approach to change, with an interest in improving processes and ways of working.
• Experience with customer service platforms such as Zendesk would be advantageous.
• A willingness to occasionally work outside standard hours to support fundraising events, community activities or key campaign periods.

Mater is Queensland’s largest not-for-profit network of public and private hospitals and healthcare services, bringing together world-class expertise across healthcare, education, fundraising & philanthropy and research. With more than 14,000 employees, 13 facilities and almost 700,000 patients cared for each year, we're committed to empowering people to live better lives through improved health and wellbeing.

At Mater, our people are at the heart of everything we do. You'll join a values-driven organisation that combines compassionate care with innovation, education and research, creating meaningful career opportunities while making a genuine difference in the communities we serve.

What’s in it for you?

• Career growth opportunities across healthcare, corporate, research and leadership pathways
• Professional development and learning through Mater Education and internal development programs
• Generous salary packaging to help maximise your take-home pay
• Health and wellbeing support, including EAP, pastoral care and discounted private health insurance
• Fitness Passport access and a range of lifestyle, retail and travel discounts
• Discounted parking and reduced prices at Mater cafés and coffee outlets
• A supportive culture where your contributions are recognised and your development matters

Whether you're looking to grow your career, develop new skills or be part of something meaningful, Mater provides the opportunity to thrive while making a lasting impact.

Be part of something bigger. Make your move with Mater. #GetBetterWithMater

Applications close Sunday the 11th of October 2026

Direct applications only — we are not engaging recruitment agencies at this time. All successful candidates may be required to complete pre‑employment checks (including criminal history, working rights, medical and working with children checks).

Mater offers a safe, supportive, flexible and inclusive workplace where everyone is valued. We welcome applications from people of all backgrounds and abilities.Visit our Reconciliation webpage.

Mater ensures all children have an environment suitable for their safety and wellbeing through proper supervision and safeguarding practices.