Supporter Care Administrator

Mater Group•Town of Newstead, NY

11d•Onsite

About The Position

Mater Foundation is seeking a Supporter Care Administrator to join their team in Newstead. This role is crucial in delivering an exceptional supporter experience by acting as the voice and advocate for supporters, managing high volumes of inquiries across phone, email, social media, and administrative channels. A key part of the role involves managing inbound and outbound phone interactions, building relationships with supporters, resolving inquiries, and supporting fundraising campaigns. This is a people-focused position aimed at moving beyond transactional customer service to build meaningful, relationship-based supporter care. The role offers the opportunity to make a genuine difference by helping supporters feel valued, heard, and recognized for their contributions to Mater's healthcare, education, and research. This is a full-time, maximum term position for 12 months.

Requirements

Demonstrated experience in high-volume customer service, particularly handling inbound and outbound calls.
Excellent interpersonal and communication skills, with the ability to actively listen and build rapport with a diverse range of people.
A genuine supporter-first mindset, with the ability to view situations through the “supporter lens”.
Strong organisation, prioritisation and time management skills, with the ability to work reliably with minimal supervision.
The ability to remain calm, exercise sound judgement and confidently resolve problems and complaints.
High attention to detail and a commitment to accurate and timely information and administration.
Confidence using Microsoft Office and systems for data entry, email and basic reporting.
A flexible and positive approach to change, with an interest in improving processes and ways of working.

Nice To Haves

Experience with customer service platforms such as Zendesk would be advantageous.
A willingness to occasionally work outside standard hours to support fundraising events, community activities or key campaign periods.

Responsibilities

Build positive relationships with supporters through regular phone-based engagement and relationship management activities.
Respond to and resolve supporter enquiries across multiple channels, prioritising requests in line with service level agreements.
Manage high-volume inbound and outbound phone contact, providing professional, efficient and supportive service.
Conduct proactive outbound calling for fundraising campaigns, donations, lottery support, payment follow-up, supporter retention, data quality initiatives and general supporter engagement.
Identify opportunities to enhance the supporter experience through every interaction and ensure supporters feel valued and recognised.
Build positive relationships with supporters and recognise and enhance their philanthropic experience.
Capture supporter insights to help inform and improve fundraising programs and the supporter experience.
Complete accurate, timely and high-volume fundraising administration and processing.
Maintain accurate supporter records and database information to support excellent service and data integrity.
Investigate, track and resolve supporter issues and complaints, escalating where required.
Contribute to continuous improvement of systems, processes and supporter service practices.

Benefits

Access to not-for-profit salary packaging up to $15,900
Access to many staff benefits
Generous salary packaging options, including meal and entertainment benefits
Access to industry-leading training and professional development through Mater Education
Wellbeing support through our Employee Assistance Program and on-site pastoral care teams
Access a range of health and wellbeing services with a corporate discount on private health insurance
Exclusive discounts across dining, retail, travel, accommodation
Unlimited access to discounted gyms via the Fitness Passport program
Convenient, discounted on-site parking
Reduced prices at our campus cafés and coffee spots