ABOUT THE ORGANISATION

The Stroke Foundation is a national charity that partners with the community to prevent, treat and beat stroke. We stand alongside stroke survivors and their families, healthcare professionals and researchers. We build community awareness and foster new thinking and innovative treatments. We support survivors on their journey to live the best possible life after stroke. We are the voice of stroke in Australia and we work to:

• Raise awareness of the risk factors, signs of stroke and promote healthy lifestyles.
• Improve treatment for stroke to save lives and reduce disability.
• Improve life after stroke for survivors.
• Encourage and facilitate stroke research.
• Advocate for initiatives to prevent, treat and beat stroke.
• Raise funds from the community, corporate sector and government to continue our mission.

Our Values of Courage, Excellence, Compassion, Integrity and Leadership are an integral part of our culture, brand and positioning. These values inform our decisions and behaviours in our dealings internally within the organisation, and externally with our stakeholders. All workforce members will demonstrate behaviors aligning with these Stroke Foundation values.

The Stroke Foundation is an equal opportunity employer, Aboriginal and Torres Strait Islander people, and people from culturally and linguistically diverse backgrounds are encouraged to apply. ​

ABOUT THE PROGRAM

The Donor Experience Team is responsible for creating and maintaining a high level of customer service to all our Donors, whether they be new or existing. We do this over the phone, via letters or email. Our core function is to exist for Donor related queries and always being courteous and professional with each contact we have with our Donor base. We’re striving to stand out from other charities through the high levels of service we provide to past and present supporters that we have contact with.

ROLES AND RESPONSIBILITIES

Core functions of the Donor Experience Volunteer include:

• Mail Opening and sorting – open the mail that comes in each day and sort according to guidelines, ensuring that this is done in a timely manner and mail not for our specific area or not for the Stroke Foundation is redirected as quickly as possible.
• Outgoing Mail Activities – including folding and inserting donation receipts and general administration letters, picking and packing onboarding packs for sending to brand new donors.
• Outbound phone activity – making outbound calls to new Donors to welcome them on board here at the Stroke Foundation as well as to Donors who have significant anniversaries of giving (ie 5 years, 10 years etc.)

PROGRAM TARGETS/ OBJECTIVES

• Provide a high standard of customer service to donors in a professional manner keeping the donor experience central to any action taken.
• Provide a strong level of support to all employees in the Donor Experience team as requested.
• Provide high standard of support to stakeholders in a timely and efficient manner.
• Positive contribution to team environment through the demonstration of behaviours that reflect the Stroke Foundation values. ​

YOUR BACKGROUND/ SKILLS & EXPERIENCE ​

• Displays excellent stakeholder management skills with a clear ability to relate to people of varied ages and cultural backgrounds.
• Displays a mature, ethical, professional manner that exhibits sensitivity, tact and discretion and a commitment to a high standard of performance placing the donor experience as the highest priority.
• Good written and verbal communication skills.

​KNOWLEDGE

• Demonstrated ability to take direction.
• Good level of computer skills using Microsoft 365 package in particular Excel, Outlook and Word. Experience with Salesforce or similar CRM systems beneficial.
• Previous contact centre or customer service experience preferred ​
• Ability to adapt in a fast paced, changing environment
• Understanding of Databases

PRE-EMPLOYMENT CHECKS

This position is subject to the following:

• National Police Check.
• Reference Checks.
• Evidence of up-to-date COVID-19 vaccination is required for this role (unless a valid exemption exists).