Supporter Experience Lead

Royal Flying Doctor Service; City of Melbourne; Hybrid; AUD 80,000 - 105,000; Full time

Benefits offered by this job

Office closure leave

EAP

Salary packaging

Fitness passport

Private health insurance

Flexible work from home

Purchased leave

Parental leave benefits

Job summary

Royal Flying Doctor Service in Melbourne is seeking a Supporter Experience Lead to guide RFDS Victoria's Fundraising & Partnerships team, delivering outstanding donor service while ensuring accurate processing of fundraising income.

You will lead a three-person team, coach staff, drive retention, data quality, and continual improvements, working with fundraising, finance and CRM teams to ensure smooth, compliant service delivery and sustainable fundraising growth.

Qualifications

• Experience leading a donor or fundraising operations team.
• Proven ability to coach and develop staff.
• Strong stakeholder management and communication.
• Experience with financial transactions, receipting or reconciliation.
• Advanced Excel skills and data handling.
• Experience using CRM in not-for-profit setting.
• Safety screening: Working with Children Check and National Police Check.

Responsibilities

• Lead and develop the Supporter Experience team.
• Oversee enquiries, complaints and feedback.
• Manage donation processing, receipting and reconciliation.
• Drive donor retention and fundraising initiatives.
• Champion data quality across systems.
• Lead continuous improvement in supporter experience.
• Develop team capability through onboarding and coaching.
• Collaborate with fundraising, finance and CRM teams.

Skills

Leadership

Coaching

Stakeholder management

Data quality

Excel

CRM systems

Complaints handling

Safety checks

Not-for-profit experience

Attention to detail

Job description

Royal Flying Doctor Service – Melbourne VIC

• Work for Australia's most trusted and iconic charity
• Access to salary packaging options to reduce your taxable income

About Us

When people talk about the Flying Doctor, thoughts generally turn to red-bellied planes undertaking rescue missions in the Outback. However, the current Victorian story is one that reflects today's challenges for people living in remote and rural communities across the state. While we do still transport people by air and by road, this work is complemented by a range of primary health services that address the most common issues people living in country Victoria face when accessing health care.

About the Role

The Supporter Experience Lead plays a key leadership role within RFDS Victoria's Fundraising & Partnerships team, overseeing the delivery of exceptional service to donors and supporters while ensuring the accurate and compliant processing of fundraising income. Leading a team of three, you will balance people leadership with hands‑on operational oversight, coaching and developing team members to achieve high‑quality supporter outcomes. The role is responsible for driving supporter care, retention, data quality and continuous improvement initiatives to enhance the overall supporter experience. Working closely with fundraising, finance and CRM teams, you will ensure effective processes, strong controls and a collaborative approach to service delivery. This is an exciting opportunity to contribute to sustainable fundraising growth while leading a high‑performing supporter services function

Key responsibilities include but not limited to:

• Lead, coach and develop the Supporter Experience team to deliver outstanding supporter service and operational outcomes.
• Oversee supporter enquiries, complaints and feedback, ensuring issues are resolved effectively and service standards are maintained.
• Manage donation processing, receipting and reconciliation activities to ensure accuracy, compliance and financial integrity.
• Drive supporter retention and referral activities, identifying opportunities for major gifts, bequests and other fundraising initiatives.
• Champion data quality and accurate record keeping across supporter and fundraising systems.
• Lead continuous improvement initiatives to enhance supporter experience, operational efficiency and team performance.
• Develop team capability through onboarding, training, coaching and ongoing performance support.
• Build strong relationships with internal stakeholders, including fundraising, finance and CRM teams, to support effective service delivery.

To be successful, you will need:

• Demonstrated experience leading a supporter services, customer service or fundraising operations team.
• Proven ability to coach, mentor and develop team members to achieve high performance.
• Strong stakeholder management and communication skills, with the ability to build trusted working relationships.
• Experience managing complaints, escalations and complex customer or supporter enquiries.
• Excellent attention to detail, with experience overseeing financial transactions, receipting or reconciliation processes.
• Strong analytical and problem‑solving skills, with the ability to identify and implement process improvements.
• Advanced Microsoft Excel skills and confidence working with large datasets, reporting and data validation.
• Experience using CRM systems, ideally within a fundraising, charity or not‑for‑profit environment.
• Satisfactory completion of safety screening including a current Working with Children's Check, National Police Check, and the right to work in Australia.

What working at RFDS can offer you:

• Five non‑accruable Office Closure Leave days each year.
• Employee Assistance Program (EAP).
• Access to salary packaging options to reduce your taxable income.
• Fitness passport - a discounted gym membership to gyms and pools that both you and your family can enjoy.
• Access to discounted private health insurance.
• Enjoy a full‑time role with flexible work arrangements to work from home and at our Richmond office, transitioning to our Collins Street office later this year, as well as options for purchased leave.
• Great parental leave benefits in addition to government parental leave.

Need more information?

For any enquiries, please email

Applications close on 4pm Friday 9 October 2026

Please note that we are unable to accept late applications, or applications submitted via email.

We aim to fill vacancies as quickly as possible. This means that we will close advert as soon as we have found the right candidate, and this may be before the published closing date. We would therefore advise interested applicants to apply as early as possible.

The Royal Flying Doctor Service, Victoria, is committed to creating a diverse environment and is proud to be an equal opportunity employer. We encourage applications from individuals of underrepresented backgrounds to apply, including but not limited to, those from Aboriginal and Torres Strait Islander, culturally and linguistically diverse and LGBTQI communities.