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Donor care and database support coordinator

The Fred Hollows Foundation |
ACFID Member: 1
Location: NSW
Sub location(s): Sydney
  • Full time, Permanent Role based in Sydney.
  • 5 days a week in the office based in Pitt Street, Sydney.
  • Closing date: Sunday 24th of March 2024



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. Over 30 years 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 in Australia. 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 Foundation is also proud to announce that we were awarded the Employer of Choice Award (Public Sector and NFP) at the 2022 Australian HR Awards.



The Donations and Database Support Coordinator is part of the Donations and Database Team and will be responsible for taking inbound phone calls, updating to the Supporter database, processing donations and delivering best practice customer care to The Fred Hollows Foundation Supporters and Stakeholders.



This is an ideal role for someone with a strong customer service or call centre background, who is interested in moving into the charity space. This is a diverse role and is key to the success of our donations and database team. You will be a team player, with high attention to detail, as well as good experience in MS Office, you will be proficient in Excel, Outlook, and Word.



Provide back up to Inbound Call Specialist:

  • Handling phone enquiries and updating supporter details
  • Handling email inboxes and updating supporter details

Assisting Single Giving with:

  • Processing one off donations
  • Some reconciling and banking
  • Ensuring the processing business rules are adhered to
  • Processing and filing of paperwork in office
  • Some outbound administrative calls
  • Setting up Estate records
  • Facebook and Online Bequest Leads Status updates in the database
  • Batch filing

Assisting Regular Giving with:

  • Processing and filing of paperwork in office
  • F2F and telemarketing complaints – logged in Team channel and respond to complainant by phone or email to advise we are investigating

Assisting Donations and Database team with:

  • Updating supporter details from query results as well as from the mail
  • Sending supporter letters and emails using templates
  • Constructive contribution and collaboration with all colleagues
  • Recording strategic feedback from our supporters



  • High level of data entry speed and accuracy
  • Excellent customer service
  • Excellent written and verbal communications skills with a demonstrated ability to effectively listen and ask questions
  • Meticulous attention to detail and professionalism
  • Strong time management skills and ability to meet deadlines
  • Team commitment and collaboration
  • Raiser’s Edge or others CRM database
  • Administrative or support roles
  • Experience of working in the NGO sector


How we recognise your contribution

Through our internal programs and employee benefits we aim to create an environment where you will feel supported and empowered.  Whether your focus is on continuous learning, professional development or finding an environment which enables you to thrive while balancing family or personal commitments, we have a range of programs in place to support you. Including:

  • Generous salary packaging – we provide access to not-for-profit salary packaging options, which will increase your take home pay, we also offer 17.5% annual leave loading.
  • Flexible work environment – we focus on output, not hours and enable you to prioritise your health and wellbeing.
  • Generous leave allowances – we offer Paid parental leave; 5 days bonus leave every year; an annual Foundation-wide “Me Day”, birthday leave; and time off for culturally significant/ceremonial leave.
  • Ongoing commitment to your continuous learning and career development – through tailored leadership and professional development programs, access to LinkedIn Learning and focused development conversations.


To find out more about our benefits click here



Please apply directly via the “Apply” Button, please include a CV and Cover Letter. Should you have any questions regarding the opportunity please reach out to our Talent Acquisition Team at [email protected]  for a confidential conversation. Kindly note that CVs will not be considered through this email address.


Applications Close: Sunday 24th of March 2024


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.

Please note: We will not be accepting CV’s via agencies for this role.

Closing Date: Mar 24, 2024