Salary & Benefits
$65,000 - $68,000 + Superannuation + Salary Packaging ($15,****** + Meal & Entertainment expenses)
Flexible working and 9-day fortnight benefit
About The Institute
Located on the lands of the Bidiagal Clan of the Dharawal Nation (Randwick, NSW), Black Dog Institute is the only Medical Research Institute in Australia to investigate mental health across the lifespan, our aim is to create a mentally healthier world for everyone. For the last twenty years, we have been at the forefront of mental health research. Leveraging our relationships with stakeholders and donors, we join the dots by connecting research answers, expert knowledge, and the voices of lived experience to deliver solutions that impact and boost the health care system for patients and practitioners alike.
Perks
Hybrid work, 1-2 days per week in office (choose your days, consistent team collaboration days where possible)
35 hour work week, flexible hours agreements & 9-day fortnights
Salary Packaging: $15,****** of your base salary tax free & up to $******* meal & entertainment
Family first, people first culture, we put our research into action at work to make sure we maintain mental health and wellbeing at work
We are in the Innovate stage of our Reconcilation Action Plan (RAP), actively embedding reconciliation into our workplace culture.
Pet friendly workplace
Leave benefits including public holiday swap, gifted annual leave, and wellbeing leave
Employee discounts and gym membership benefits
The Role
Reporting to the Supporter Relationships Manager, this role is responsible for delivering high-quality supporter and participant experiences across Black Dog Institute's fundraising initiatives. The role focuses on donor and fundraiser retention, providing responsive and proactive customer service across multiple channels (phone, email, social media, mail and SMS) to deepen engagement and build strong relationships. The position supports both ongoing fundraising operations and the delivery of Black Dog Institute's flagship fundraising campaigns, including managing enquiries, providing participant support, and moderating community interactions. It also involves proactive outbound engagement such as follow-up calls and personalised communications to inspire and retain supporters. In addition, the role is responsible for the accurate and timely processing of donations received via mail and electronic funds transfer, including database management, receipting, and administrative support to enable effective financial reconciliation. This is a key support role within the Fundraising team, contributing to campaign delivery, operational efficiency, and a seamless supporter experience.
Duties & Responsibilities
Donations Processing and Administration
Ensure the fundraising PO Box is regularly monitored, cleared, and actioned, with increased frequency during campaign periods
Process and receipt all donations (including EFT), ensuring accuracy, timely completion, and follow-up of any missing information in line with service level timeframes
Process return to sender mail on a weekly basis,



and more frequently during peak campaign and appeal periods
Reallocate donations to correct coding in the database, when requested
On a regular basis, liaise with Black Dog Institute's finance team to ensure that cheques and cash are deposited into the Donations Bank Account at NAB
Process refunds of donations, with approval by the Supporter Relationships Manager
Create donation invoices for team members as requested
Ensure all internal Supporter Relationships process documentation is up to date
Support Black Dog's overarching Fundraising strategy
Comply with data protocols, privacy policy, and data collection and storage procedures
Collaborate with the finance team monthly with financial reconciliation of donation-related bank accounts
Supporter Relationships
Respond to and manage supporter enquiries across multiple channels (phone, email, social media, SMS and mail), ensuring timely resolution, appropriate triaging, excellent customer service, and a positive supporter experience
Maintain accurate supporter records ensuring all supporter requests actioned and interactions are appropriately recorded
Conduct proactive outbound engagement with supporters and fundraisers (e.g., welcome, thank-you and follow-up calls) to strengthen relationships and encourage ongoing participation and support
Collaborate with internal Fundraising teams to support campaign delivery, optimise supporter communications, and ensure efficient processes across fundraising operations
Inspire new and existing donors to support Black Dog Institute through a range of giving opportunities, using telemarketing techniques to drive retention and growth
Administrate SMS communications such as return to sender mail follow-up and timely donor engagement updates
Assess and manage complaints and requests for mental health referrals, ensuring appropriate escalation in accordance with the BDI Distressed and Difficult Interactions Policy
Identify and share opportunities to improve supporter experience and internal processes through insights gathered from day-to-day interactions
Continue building on your fundraising knowledge to support best practice delivery of giving programs, optimising donor retention and lifetime value
Identify and engage online community by analysing and responding to content on company-owned and controlled social sites, such as a community forum, news site, live event, or a brand's Facebook page
Moderate multiple fundraising campaign's Facebook pages, Ads and organic social media comments
Update frequently asked questions (FAQs) documentation on campaign sites in accordance with supporter feedback
Work, Health and Safety
Ensure self-compliance with all WHS legislation, WHS obligations and BDI WHS Policy and Procedures




Report any WHS hazards and significant issues to Director, People & Culture, or delegate and via Reporting tool Rely
Work in a safe manner, applying duty of care
Note: the list of responsibilities is not exhaustive, and the Institute may change or request additional activities to meet the operational needs of the business.
Essential Criteria
Skills & Experience Required
Previous experience working in a donor/fundraiser services or member care environment, preferably in the NFP sector
Demonstrated experience in accurate data entry and processing, ideally using CRM systems such as Raiser's Edge/NXT, alongside strong computer literacy (Microsoft Office, Excel)
Experience in moderating and coordinating digital marketing channels, particularly social media platforms such as Facebook, LinkedIn, Twitter and Instagram
Demonstrated experience with accurately processing financial transactions such as credit cards, direct debits, EFT transactions, as well as cash and cheques
Excellent written and verbal communication skills, with strong attention to detail in grammar and proofreading, and a warm, professional and persuasive telephone manner
Strong ability to build relationships and work collaboratively within a team, while also demonstrating initiative, proactivity, and the ability to work independently
Demonstrated ability to manage challenging and potentially distressing conversations with empathy and professionalism, using appropriate training and escalation pathways
Demonstrated problem-solving skills and ability to manage competing priorities, meeting deadlines without compromising quality
Experience resolving customer enquiries, complaints, and feedback in a timely and professional manner
Demonstrates initiative and a proactive approach to learning and problem-solving
Desirable Criteria
Experience using third-party donation platforms
Demonstrated use of supporter engagement approaches and relevant skills to build relationships and encourage retention growth and financial targets
Proficiency with SMS and email marketing platforms
Alignment to mental health and wellbeing
Zendesk customer support experience or similar platform
Inclusion at BDI
We are committed to fostering an inclusive and accessible recruitment experience where all candidates can fully participate in the process. We warmly encourage applications from First Nations peoples, culturally and racially diverse communities, LGBTQIA+ individuals, people with disabilities, and others from underrepresented backgrounds. We recognise that not everyone has had equal access to opportunities, and valuable skills and insights can be gained through diverse life experiences. If this role excites you but you don't meet every listed requirement, we still encourage you to apply as your lived experience and insights are important to us.
Accessibility
If you have accessibility requirements or require information in an alternative format, please email or phone .
Privacy
We respect your privacy and confidentiality. We only provide information to other staff where it is needed to arrange workplace adjustments.
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📌 Supporter Relations Officer (New South Wales)
🏢 Black Dog Institute
📍 New South Wales