Donations & Database Coordinator - Regular Giving

The Fred Hollows Foundation – Sydney CBD NSW

Do you want to do work that really matters? Help us end avoidable blindness.

Full time Permanent, Hybrid role-based Sydney

Closing Date: 19 August 2026

ABOUT THE FRED HOLLOWS FOUNDATION

The Foundation is an international development organisation working to prevent blindness and restore sight. We continue to carry on the legacy of Professor Fred Hollows, who believed every person had the right to quality eye care, no matter where they live. The Foundation has grown to work in more than 25 countries throughout Africa, South Asia, Southeast Asia, the Middle East and the Pacific, as well as Australia. The Foundation has restored sight to more than 3 million people worldwide. We have an ambitious five-year strategic plan that aims to take us even closer to realising our vision of a world in which no person is needlessly blind, or vision impaired and Indigenous Australians exercise their right to sight and good health.

THE CHANCE

This role sits within our Donations & Database Team and is responsible for ensuring the accurate processing, administration and management of recurring donor activity, while providing exceptional supporter care and maintaining the integrity of our supporter database.

This is a unique opportunity for someone who enjoys combining supporter service, data management, recurring payment administration and problem solving to deliver an exceptional donor experience.

KEY RESPONSIBILITIES

Recurring Donation Processing & Monthly Pledge Runs

Maintain the integrity of recurring donor records and gift data.

Manage monthly direct debit and credit card pledge runs, including initial processing and payment re-attempts.

Monitor, investigate and resolve payment exceptions.

Produce and analyse reports relating to donor retention and payment outcomes.

Ensure recurring donations are processed accurately and within agreed service standards.





Declined Payment Management & Donor Retention

Manage declined and failed payment processes.

Contact supporters regarding unsuccessful transactions and work with donors to reinstate their ongoing support.

Identify and resolve recurring payment issues while maintaining a positive supporter experience.

Support donor retention activities through proactive administration and follow up.

Complaints & Complex Supporter Enquiries

Respond to supporter disputes, complaints and feedback received via phone, email and written correspondence.

Investigate and resolve complex enquiries in a timely and professional manner.

Collaborate with internal stakeholders and external fundraising partners to ensure complaints are appropriately managed and resolved.

Maintain accurate records of complaints and supporter feedback in accordance with Foundation policies and procedures.

Database Integrity & D365 Administration

Support the ongoing integrity, effectiveness and efficiency of the Foundation's D365 environment.

Maintain accurate supporter and donation records.

Assist with testing, troubleshooting and process improvements relating to D365 workflows and business rules.

Support ongoing documentation and compliance requirements.

ABOUT YOU

Experience managing recurring payment programs, subscription programs, direct debit processing or regular giving administration.

Experience handling declined payments, payment recovery activities or customer account administration.

Strong complaints handling and customer resolution skills.





Experience working with CRM/database platforms and maintaining high levels of data integrity.

High attention to detail and the ability to manage complex administrative processes accurately.

Strong verbal and written communication skills.

Ability to manage competing priorities and work collaboratively across multiple teams.

Experience within fundraising, membership, subscriptions, financial services or customer operations will be highly regarded.

Experience in Regular Giving fundraising, donor care or supporter services.

Experience with Microsoft Dynamics 365 (D365) or similar CRM platforms.

Experience supporting recurring payment, donor retention or loyalty-based programs.

How we recognise your contribution

- Generous salary packaging, we provide access to not-for-profit salary packaging options, which will increase your take home pay.
- Flexible work environment, we focus on output, not hours and enable you to prioritise your health and wellbeing. Flexible work requests are assessed on a case-by-case basis.
- Generous leave allowances
- Ongoing commitment to your continuous learning and career development, through tailored leadership and professional development programs, and focused development conversations.

Applications Close: 19 August 2026

Aboriginal and Torres Strait Islander people are encouraged to apply for this position.

The Fred Hollows Foundation is committed to protecting the rights of children and community partners in all areas where we work. Applicants are advised that The Foundation reserves the right to conduct police checks, and other screening procedures to ensure we maintain and promote a child safe environment, as well as to protect The Foundations reputation and values. In addition, The Foundation reserves the right to verify qualifications and credentials of applicants as part of our recruitment and screening processes.

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📌 Donations & Database Coordinator - Regular Giving (New South Wales)
🏢 The Fred Hollows Foundation
📍 New South Wales