Supporter Experience Officer

Royal Flying Doctor Service; City of Melbourne; Hybrid; AUD 60,000 - 72,000; Full time

Benefits offered by this job

Salary packaging

Employee Assistance Program (EAP)

Fitness passport

Discounted private health insurance

Office Closure Leave

Purchased leave

Parental leave

Job summary

Royal Flying Doctor Service Victoria is seeking a dedicated Supporter Experience Officer (Donor Care) to deliver exceptional service to donors and supporters. You will be the first point of contact, building relationships through phone, email and written communication, ensuring interactions reflect RFDS Victoria's commitment to supporter care.

You will process donations, manage acknowledgements and resolutions with empathy, and contribute to continuous improvements in the donor experience.

Qualifications

• Experience in customer service, donor care or similar roles.
• Excellent written and spoken communication skills.
• Strong organizational skills with ability to manage competing priorities.
• High accuracy in processing donations and maintaining records.

Responsibilities

• Serve as the first point of contact for donors via phone, email and written correspondence.
• Handle donor enquiries, feedback and complaints with professionalism.
• Process donations accurately across multiple channels.
• Coordinate donor acknowledgements, receipts and thank-you communications.
• Support donor retention by engaging supporters and identifying solutions.
• Maintain accurate supporter records in the CRM system.

Skills

Customer service

Donor care

Communication skills

CRM experience

Attention to detail

Tools

CRM software

Microsoft Office

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 Officer (Donor Care) is a key member of RFDS Victoria's Fundraising & Partnerships team, delivering exceptional service and support to donors and supporters. As the first point of contact, you will build meaningful relationships through phone, email and written communication, ensuring every interaction reflects RFDS Victoria's commitment to supporter care. This role plays an important part in donor retention by responding to enquiries, processing donations, managing acknowledgements and resolving supporter issues with professionalism and empathy. Working within established service standards, you will help maintain accurate supporter records and contribute to continuous improvements in the supporter experience. This is an opportunity to make a direct impact on the sustainability of RFDS Victoria's lifesaving services by creating positive and engaging supporter experiences.

Key responsibilities include but not limited to:

• Serve as the first point of contact for donors and supporters, providing exceptional service via phone, email and written correspondence.
• Manage donor and supporter enquiries, feedback and complaints, ensuring a positive and professional experience.
• Process donations accurately and efficiently across multiple channels, maintaining high levels of attention to detail.
• Coordinate donor acknowledgements, receipts and thank-you communications in a timely manner.
• Support donor retention initiatives by engaging with supporters and identifying appropriate solutions to maintain ongoing relationships.
• Maintain accurate supporter records and contribute to the quality and integrity of donor data within the CRM system.
• Assist with reporting, administration and continuous improvement initiatives to enhance the supporter experience.
• Identify and refer major giving and bequest opportunities to the appropriate team members.

To be successful, you will need:

• Previous experience in a customer service, contact centre, supporter care or donor relations role.
• Strong verbal and written communication skills, with the ability to build rapport and provide exceptional service.
• Excellent organisational skills and the ability to manage competing priorities in a fast-paced environment.
• A high level of accuracy and attention to detail when processing donations, records and correspondence.
• Experience using CRM systems and maintaining accurate customer or supporter data.
• Confidence using Microsoft Office and learning new systems and technology.
• A proactive and solutions-focused approach to resolving enquiries and supporting donor retention.
• A genuine commitment to delivering positive supporter experiences and contributing to a mission-driven organisation.
• 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.

Applications close on 4pm Friday 9 October 2026

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

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.