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Donor Experience Volunteers - Thursday required

Stroke Foundation - National Office
Logo for Stroke Foundation - National Office

In 2017, we estimate that almost 475,000 people are living with stroke in Australia. Despite public misperception, stroke is largely preventable, it is highly treatable and survivors can make a good recovery with the appropriate rehabilitation and community support.

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.

Our five strategic goals are:

  • Fewer preventable strokes in Australia
  • Equitable access to quality, evidenced-based stroke treatment
  • Better access to stroke recovery information and support
  • Increased stroke research funding in Australia
  • Strengthened organisational performance

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

About the program

The Donor Experience Team is responsible for creating and maintaining a high level of customer service to all of 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 will 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.
  • 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 staff 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
  • Would be required to complete a Police Check

Knowledge

  • Demonstrated ability to take direction.
  • Good level of computer skills using Microsoft Office packages in particular Excel, Outlook and Word
  • Previous call centre experience preferred
  • Ability to adapt in a fast paced, changing environment
  • Understanding of Databases

The Stroke Foundation embraces cultural diversity and strongly encourages suitably qualified people from all cultural backgrounds to apply.

You can not apply for this role as it is no longer available.