Donor Experience & Engagement Officer Are you someone who loves connecting with people and creating meaningful conversations? This is a fantastic opportunity to join a passionate, purpose-driven team as a Donor Experience & Engagement Officer, where you will play a key role in delivering exceptional supporter care and strengthening donor relationships. Through engaging conversations, thoughtful stewardship and outstanding service, you’ll help donors feel valued while connecting their generosity to the real impact it creates in the community. Build meaningful relationships with your warm, values aligned supporter or customer care experience to the Foundation’s donors Hybrid working, office location close to St Leonards station and Crown Nest Metro line Be part of a purpose driven organisation where your work directly supports life-changing care, innovation and research that benefits patients and families every day Impact of the organisation The NORTH Foundation is the official fundraising partner of the Northern Sydney Local Health District including Royal North Shore Hospital, Ryde Hospital, Hornsby Ku-ring-gai Hospital, Northern Beaches Hospital and the Kolling Institute. The NORTH Foundation works to create a future where their community benefits from quality healthcare and there are no barriers to what can be achieved through innovative health research and patient care. They exist to deliver better patient outcomes and show that through giving, we can bridge the gap between what is needed today and what is possible tomorrow. Being a part of the NORTH Foundation will give you the opportunity to work with hospitals and research units, supporting innovative health research and the delivery of exceptional care for patients (and their families) in ways that are meaningful and valuable to each individual patient. The Impact You Will Have in This Role Reporting to the Donor Experience Manager, this role will be a part of the Donor Experience Team and will be at the heart of supporter engagement. As the Donor Experience and Engagement Officer, you’ll help create positive, personalised donor experiences that build trust, satisfaction and long-term relationships. From handling enquiries to making stewardship calls and ensuring donations are processed accurately, your work will ensure every supporter interaction is meaningful and seamless. By delivering outstanding donor care, you’ll help strengthen donor retention and support the continued growth of fundraising initiatives. Key Responsibilities Deliver warm, professional donor care across inbound channels including phone, email and mail Process donations accurately and ensure timely receipting and donor record management Conduct donor thank-you, stewardship and upgrade calls to acknowledge support and strengthen relationships Engage donors in meaningful conversations that connect their contributions to impact Maintain high data accuracy within the CRM system Support donor journeys and engagement initiatives in collaboration with fundraising teams Identify opportunities to improve processes and supporter experiences Contribute to a positive, collaborative team culture focused on exceptional service Skills and Experience Experience in customer service, call centre donor care or telephone-based engagement roles Telemarketing, loyalty, fundraising or supporter engagement experience highly regarded Strong communication skills with a friendly, engaging phone manner Excellent organisational and multitasking abilities High attention to detail, particularly in donation processing and data entry Experience using CRM systems (Salesforce or similar) desirable Ability to quickly build rapport and have meaningful conversations with supporters Positive, proactive mindset and a collaborative team approach About You You are a people-focused communicator who enjoys building genuine connections and creating positive experiences for others. You bring warmth, professionalism and enthusiasm to every interaction and take pride in delivering excellent supporter care. Highly organised and detail-oriented, you thrive in a fast-paced environment, manage multiple tasks with ease and communicate confidently over the phone. You enjoy working as part of a collaborative team and ensuring every donor interaction leaves supporters feeling valued and appreciated. You demonstrate strong alignment with NORTH Foundation’s values of Integrity, Innovation, Impact, Compassion and Collaboration, with a genuine desire to contribute to meaningful community impact. Benefits of Working with NORTH Foundation Join a passionate team working towards meaningful community impact Be part of a collaborative and supportive fundraising environment Fantastic opportunity to develop skills in donor engagement and relationship management A flexible hybrid role, with three days in the office and flexibility to work from home the rest of the week Attractive remuneration package with access to NFP salary packaging How to Apply If you are someone who loves connecting with people, creating positive donor experiences, and contributing to meaningful impact, we would love to hear from you. Please submit your resume and a cover letter outlining your interest and suitability for the role. For a confidential conversation or further details, contact Erin Hinchey at or call . Impact Advising is committed to creating diverse and inclusive work environments that reflect the rich tapestry of our communities. We believe that diversity enriches organisations and fosters innovation. We are dedicated to building workforces that are representative of the diverse backgrounds, experiences, and perspectives of our society. We embrace diversity in all its forms, including but not limited to race, ethnicity, gender, age, sexual orientation, religion, disability, and cultural background. We actively seek to foster inclusive workplaces where all employees can bring their whole selves to work, feel respected and valued, and have equal opportunities for growth and advancement. We are committed to providing a fair and unbiased recruitment process, and we strive to eliminate any barriers that may impede the inclusion and participation of underrepresented groups in the workforce
