Donor Care Coordinator

Whānau Āwhina Plunket; Wellington; On-site; NZD 42,000 - 56,000; Full time

Job summary

Whānau Āwhina Plunket is seeking a Donor Care Coordinator to be the friendly first point of contact for supporters, answering enquiries by phone and email and guiding them to resolution. Based in Wellington, with flexibility to consider Auckland and Christchurch, you’ll help process donations, maintain records, and support fundraising campaigns, always handling sensitive information with care.

Working alongside our Fundraising Team and Database Manager, you’ll build lasting relationships with

Qualifications

• Two years’ experience in customer service, supporter care, administration or related role.
• Warm, professional phone manner and clear written communication.
• Strong attention to detail and confidence working with payments and reconciliations.
• Experience using a CRM or similar system, and confidence with Microsoft 365.
• Ability to organise your work as priorities change and handle personal and financial information with discretion.
• Experience in fundraising or not-for-profit sector welcome.

Responsibilities

• Be the friendly first point of contact for supporters, answering enquiries by phone and email and following them through to resolution.
• Welcome new supporters, thank people for giving and handle sensitive conversations with care.
• Process donations and regular giving payments, issue receipts and reconcile transactions.
• Help supporters update their payment details and resolve payment issues with care.
• Keep supporter records and communication preferences accurate and up to date in our fundraising CRM.
• Support fundraising campaigns and appeals and share what you’re hearing from supporters so we can improve their experience.

Skills

Customer service

Attention to detail

Written communication

CRM experience

Discretion with data

Tools

CRM system

Microsoft 365

Job description

A warm thank-you, a quick response to a question, or a little help updating a regular donation can make a real difference to someone who gives to Whānau Āwhina Plunket. We’re looking for a Donor Care Coordinator who enjoys helping people and takes pride in getting the details right. Our preference is for this role to be based in Wellington, but we are willing to consider applicants in Auckland and Christchurch.

TeWhiwhinga mahi | The opportunity

You’ll be a friendly first point of contact for our supporters, answering enquiries by phone and email and following them through to resolution. You’ll welcome new supporters, thank people for giving and handle sensitive conversations with care. Your mahi will help build lasting relationships with the people whose generosity supports services for pēpi, tamariki and whānau across Aotearoa.

Working alongside our Database Manager and wider Fundraising Team, you’ll also:

• Process donations and regular giving payments, issue receipts and reconcile transactions.
• Help supporters update their payment details and resolve payment issues with care.
• Keep supporter records and communication preferences accurate and up to date in our fundraising CRM.
• Support fundraising campaigns and appeals and share what you’re hearing from supporters so we can improve their experience.

He kōrero mōu | About you

You’re comfortable switching between a conversation with a supporter and a task that needs careful checking. You listen well, follow through on what you say you’ll do, and use good judgement when handling sensitive information.

You’ll Bring

• At least two years’ experience in customer service, supporter care, administration or a related role.
• A warm, professional phone manner and clear written communication.
• Strong attention to detail and confidence working with payments, figures and reconciliations.
• Experience using a CRM or similar system, and confidence with Microsoft 365.
• The ability to organise your work as priorities change and handle personal and financial information with discretion.

Experience in fundraising, regular giving or the not-for-profit sector is welcome. If your experience comes from customer service or administration and you’re curious about fundraising, we’d love to hear from you.

Whānau Āwhina Plunket is committed to supporting the health and wellbeing of pēpi, tamariki and their whānau/family. We have committed to adopting a pro-equity approach where we give life to the Treaty principles of tino rangatiratanga, partnership, active protection, equity and options in our mahi/work to ensure healthy tamariki, confident whānau and connected communities.