Supporter Services Officer

THE BUTTERFLY FOUNDATION; Sydney; Hybrid; AUD 42,000 - 70,000; Part time

Benefits offered by this job

Salary packaging options

Job summary

Butterfly Foundation, Australia’s national charity for eating disorders, is seeking a Supporter Services Officer in Sydney. The role focuses on processing donations, maintaining donor records and delivering warm donor care through thank-you calls and messages.

The position reports to the Individual Giving Manager and collaborates with the Data and Insights Analyst on fundraising data tasks. You will support the fundraising team with admin tasks, donor communications, and data hygiene processes,

Qualifications

• Strong administrative and organisational skills with high attention to detail.
• Experience using CRM/databases (fundraising preferred) as well as MS Office.
• Excellent written and verbal communication skills, with a warm and professional manner.
• A genuine passion for delivering outstanding supporter care, confidence in making phone calls to supporters and building positive rapport.
• Proactive and motivated to improve systems and processes, with a commitment to learning and growth.
• Ability to manage multiple tasks, prioritise effectively, and meet deadlines in a fast-paced environment.
• Ability to work effectively as part of a team.

Responsibilities

• Act as the first point of contact for donor enquiries across channels (phone, email, post) delivering warm, timely, and professional responses.
• Provide donor care by making thank-you calls and writing personalised cards.
• Follow up with donors for missing details to mitigate the loss of supporters.
• Develop efficient ways of recording supporter interactions and create reporting processes.
• Accurately process various types of donations from different channels.
• Generate and distribute donation receipts and acknowledgement letters in a timely and accurate manner.
• Develop processes to monitor data hygiene across the CRM to ensure accurate records.
• Efficiently manage the fundraising team's weekly and monthly reconciliation of income with Finance.
• Work with fundraising team to provide general admin and ensure consistent donor experiences across touchpoints.

Skills

Admin skills

CRM experience

Communication skills

Phone outreach

Process improvement

Team player

Tools

MS Office

CRM software

Job description

• Australia’s largest national organisation supporting people with eating disorders and body image concerns
• Rewarding, dynamic and innovating role in a well-established not-for-profit
• Supported by passionate and committed colleagues
• Based in Crows Nest, flexible working – mix of home and office
• Generous salary packaging options
• 0.6 FTE / over 4-5 days is preferred.
• Opportunity for 0.8FTE with additional admin responsibilities.

Are You Ready to Help Make a Change?

Butterfly Foundation is Australia’s national charity for eating disorders and body image issues, providing a voice for those affected and the people who care for them. Eating disorders are severe and complex mental illnesses with physical complications, and the medical, psychological, physical and social consequences can be long term and for many, life threatening.

Butterfly advocates for improved services from government, health and mental health organisations, and the eating disorder sector, raising awareness in the media and via community engagement. Butterfly runs Australia’s only national Eating Disorders Helpline, seven days a week; evidence-based clinical treatment and support programs; and delivers prevention initiatives in schools and the community to combat negative body image issues.

About the Role

The Supporter Services Officer ensures our donors and supporters have a positive and meaningful experience with Butterfly. This role provides the backbone of our fundraising operations by processing donations, maintaining accurate supporter records, and delivering warm, personal donor care through thank-you calls, cards, and timely responses to enquiries. You’ll play a key role in building trust and goodwill with our supporters, ensuring that every donation is acknowledged and every interaction reflects our gratitude.

While the role officially reports to the Individual Giving Manager, the Supporter Services Officer will work closely with the Data and Insights Analyst on tasks relating to the fundraising database.

Accountabilities and Responsibilities

• Act as the first point of contact for donor enquiries across channels (e.g., phone, email, and post) delivering warm, timely, and professional responses
• Provide donor care by making thank-you calls, writing personalised cards, and other ad hoc tasks to acknowledge our supporter’s impact
• Follow up with donors for missing details (e.g., contact details, payment details and schedules, tribute information) to mitigate the loss of supporters
• Develop efficient ways of recording supporter interactions and create processes for reporting
• Accurately process various types of donations from different channels (e.g., online, mail, phone, third-party platforms)
• Generate and distribute donation receipts and acknowledgement letters in a timely and accurate manner
• Develop processes to efficiently monitor and manage data hygiene across the CRM (e.g., deduplication, coding, processing donations, updating supporter details) to ensure records are maintained to the highest standard of accuracy, consistency, and confidentiality
• Efficiently manage the fundraising teams weekly and monthly reconciliation of income with the Finance Team

Team Support

• Work closely with the fundraising team to provide general admin as required
• Work collaboratively to ensure donors receive consistent, positive experiences across all touchpoints
• Assist with reporting on donations, donor trends, and supporter feedback
• Support fundraising campaigns and appeals with data entry, mailouts, and supporter follow-up
• Initiate and contribute ideas for improving supporter processes, systems, and engagement strategies

• Strong administrative and organisational skills with high attention to detail
• Experience using CRM/databases (fundraising preferred) as well as MS suite
• Excellent written and verbal communication skills, with a warm and professional manner
• A genuine passion for delivering outstanding supporter care, confidence in making phone calls to supporters and building positive rapport
• Proactive and motivated to improve systems and processes, with a commitment to learning and growth
• Ability to manage multiple tasks, prioritise effectively, and meet deadlines in a fast-paced environment
• Ability to work effectively as part of a team

On the fly Newsletter

Eating disorder and body image news, events, support and articles direct to your inbox once a month.

Butterfly acknowledges Aboriginal and Torres Strait Islander peoples as the First Peoples, Traditional Owners and Custodians of the lands and waters on which we live and work. We pay our respects to Elders past and present.

We commit to embracing diversity and eliminating discrimination in health care. We welcome all help-seekers and strive to create a safe place for all people, irrespective of their size, shape, age, abilities, gender, sexuality, cultural background, language, economic status, profession or location.