Supporter Services Manager

The Heart Research Institute; Sydney; On-site; AUD 90,000 - 110,000; Full time

Job summary

The Heart Research Institute in Newtown, NSW, seeks a Supporter Services Manager to lead donor servicing, gift management and engagement activities. The role concentrates on outbound donor servicing, recognition and stewardship including bequest support, ensuring donors feel valued and connected to HRI.

You will partner with the Development, Philanthropy & Fundraising Team to grow donor retention and identify upgrade opportunities across the donor program.

Qualifications

• Minimum 3 years’ experience in a call centre environment across inbound and outbound interaction.
• Experience in a fundraising setting where Donor Services is the first point of contact.
• A genuine supporter/customer advocate mindset—being the voice of the supporter inside HRI.
• Excellent telephone communication and relationship management skills.
• Strong financial acumen, analysis and reporting capability.
• Appreciation of fundraising in a scientific/health environment.

Responsibilities

• Lead HRI’s “front of house” engagement function and manage inbound servicing with outbound rhythm.
• Ensure efficient processing of regular and single giving donor payments and minimise cancellations.
• Support bequest and mid/major donor program development with outbound engagement and insights sharing.
• Deliver regular constituent engagement via phone, face-to-face and events and strengthen donor appreciation.
• Collaborate with the Philanthropy & Fundraising Team to promote bequests and donor pathways.
• Deliver an annual engagement calendar including events, tours, calls and senior management occasions.

Skills

Call centre experience

Donor Services

Customer advocacy

Telephone communication

Job description

The Heart Research Institute – Newtown NSW

The Heart Research Institute (HRI) is an internationally recognised medical research institute delivering cutting-edge cardiovascular research from our state-of-the-art facilities in Newtown, Sydney and the Charles Perkins Centre (CPC) at The University of Sydney.

For over 30 years, HRI has been one of Australia's leading research organisations working to develop better diagnostics, treatments and cures for cardiovascular disease. Through our research, HRI has made significant findings that have changed the way we live with and treat cardiovascular disease.

The Role:

We are seeking aSupporter Services Managerto lead our donor servicing, interfacing and gift management function. This role spans all aspects of fundraising and philanthropic giving (includingindividual giving and major gifts), with a strong tactical focus onoutbound donor servicing, recognition and stewardship—including support forprospective bequestors.

You’ll help ensure donors feel valued, informed and connected to HRI, while strengthening retention and identifying future giving and upgrade opportunities in partnership with the Development, Philanthropy & Fundraising Team.

This role may be worked on a full-time basis or as part-time (job-share).

Key result areas

Efficient management of donor interface functions, including recognition and payment processing for regular and single givers

Cancellation management and mitigation, using effective “save” strategies

Growth and stewardship of HRI’s donor base, including bequest prospects and theHearts for Eternityrecognition program

Enhancement ofdonor recognition activities, including outbound servicing calls, donor engagement mechanisms (e.g.,Talk and Tours), on-site tours and other recognition benefits/occasions

What you’ll be responsible for

1) Lead HRI’s “front of house” engagement function

Manage inbound servicing while building a strong outbound servicing rhythm

Ensure efficient processing of regular and single giving donor payments

Implement “save” calls and other approaches to minimise cancellations

Nurture donors via outbound contact and capture quality information to enable next steps by the broader team

2) Support bequest and mid/major donor program development

Conduct outbound engagement with target donors and accurately record and share insights

Deliver a program of regular constituent engagement (phone, face-to-face and group occasions)

Enhance theHearts for Eternityprogram and other bequest recognition approaches

Collaborate with the Philanthropy & Fundraising Team to further identify and promote bequests and mid/major donor pathways

3) Enhance HRI’s Donor Services Program

Help deliver an annual engagement calendar that may include group events and tours, bespoke events, inbound and outbound telephone contact, Board and senior management occasions and annual celebratory/science symposiums.

Strengthen donors’ views of HRI and their propensity to continue support.

What you’ll bring

Minimum 3 years’ experiencein a call centre environment acrossinbound and outboundinteraction

Experience in afundraising settingwhere Donor Services is the first point of contact

A genuinesupporter/customer advocatemindset—being the voice of the supporter inside HRI

Excellenttelephone communicationand relationship management skills

Strongfinancial acumen, analysis and reporting capability

An appreciation of the complexities of fundraising in ascientific and/or health environment

A collaborative, positive approach—team player and cultural assetto HRI

For further information

on this position, please contact Katrina Dowling at***************@hri.org.au on 02 8208 8*** for a confidential discussion.

To view the benefits of working at HRI, please view our Benefits page: https://www.hri.org.au/join-us/benefits

Eligibility:

To apply for this position you must have an appropriate Australian or New Zealand work visa.

Please note: Due to the volume of applications expected, only short-listed candidates will be contacted.

The Heart Research Institute supports Equal Employment Opportunity.

We value diversity and encourage applications from women, Aboriginal and Torres Strait Islanders, Māori and Pasifika peoples, people with disability, LGBTQI individuals and applicants of diverse cultures and ages.

We are committed to the safety and wellbeing of our employees and affiliates, and our community. Whoever you are, you are welcome at HRI.

If you have a disability and need support to submit your application, please email*******@hri.org.au.