Supporter Care Coordinator

We’re looking for a warm, organised, and detail-oriented professional who thrives on building meaningful relationships and delivering exceptional supporter experiences. You’ll be empathetic, adaptable to new technologies, and confident managing multiple priorities while collaborating across teams.

· A minimum of a bachelor’s degree or equivalent experience, or at least 3 years of strong administration experience

· Minimum 3 years’ experience in supporter care, fundraising operations, or customer service roles with a strong relationship management component

· Proven ability to communicate with empathy and professionalism across phone, written, and digital channels, with adaptability to emerging engagement technologies

· Experience using Salesforce or a similar CRM system to manage supporter interactions

· Demonstrated ability to manage competing priorities while maintaining accuracy and attention to detail

· Experience working collaboratively as part of a cross-functional team

Ngā painga | What we offer*

· 5 weeks of Annual Leave

· Flexible working options available

· 1 Day of Birthday Leave and 1 Wellbeing Day

· Health and Wellbeing Allowance

· Eye Test and Prescription Lens Reimbursement

· Access to 70+ discounts with businesses across the country

· And many more!

*conditions apply

Join Blind Low Vision NZ as a Supporter Care Coordinator and help create exceptional experiences for our donors and supporters. Based in Parnell, in this vital role you’ll be the first point of contact for those who make our work possible, delivering warm, empathetic engagement across phone, email, post and digital channels. Your focus will be on building strong relationships, ensuring every interaction leaves supporters feeling valued and connected to our mission.

You’ll also play a key role in maintaining accurate supporter records, assisting with donation processing, and collaborating with teams across Fundraising Operations to ensure seamless communication and service. If you’re highly organised, an excellent communicator, and passionate about making a difference, this is your opportunity to contribute to a cause that changes lives every day.

Key Results Area 1

Donor and Supporter Service

· Serving as the first point of contact for donor enquiries, requests, compliments, and concerns.

· Delivering exceptional, personal supporter service that ensures donors feel valued.

· Working collaboratively with donors wishing to cancel or pause regular giving, providing alternatives that encourage continued support.

· Responding to concerns while maintaining empathy and professionalism.

· Managing inbound calls, voicemails, and emails efficiently.

Key Results Area 2

Outbound Calling and Supporter Engagement

· Supporting outbound calling campaigns thanking donors and re engaging lapsed supporters.

· Implementing the regular giving decline management programme, contacting donors to update payment details and ensure continuity.

· Contacting donors who wish to cancel to understand motivations and offer appropriate alternatives.

· Writing handwritten notes and personalised emails to thank supporters and follow up on communications.

Key Results Area 3

Donor Communication and Administration

· Handling general enquiry emails and letters from supporters in a timely, professional, and friendly manner.

· Maintaining up to date knowledge of Blind Low Vision NZ’s policies, services, and fundraising initiatives.

· Responding to supporter enquiries and concerns across channels (email, letter, phone, or social media) using consistent messaging and tone.

· Providing backup support for mail donation processing, including receipting and thank you letters, when required.

· Writing and updating standard letters, thank you templates, and email responses to improve efficiency and consistency.

· Drafting and sending handwritten cards and personalised notes to thank supporters and celebrate milestones.

· Ensuring all supporter communication is recorded in Salesforce with detailed and accurate notes.

Key Results Area 4

Database Integrity and Supporter Records

· Maintaining the accuracy and integrity of supporter data in Salesforce.

· Updating donor information promptly, including changes of address, returned mail, and updated payment details.

· Ensuring regular giving amendments, upgrades, and cancellations are processed accurately.

· Supporting the development and upkeep of the supporter knowledge base.

· Monitoring data quality and escalating issues for resolution.

Key Results Area 5

Continuous Improvement and Collaboration

· Identifying opportunities to improve supporter care processes and team efficiency.

· Providing feedback from donor interactions to inform engagement strategies.

· Documenting new or updated processes to ensure consistency.

· Contributing to a collaborative and supportive team culture.

Work Complexity

· Managing a varied workload with competing priorities and frequent interruptions.

· Handling complex or sensitive donor enquiries with professionalism and empathy.

· Maintaining accuracy and attention to detail while meeting response and turnaround timeframes.

· Coordinating information across multiple teams to resolve supporter queries efficiently.

· Balancing administrative and relationship management aspects of the role to ensure a consistently high level of supporter experience.

· Identifying and escalating recurring issues or process improvements that enhance supporter care and data integrity.

· Adapting to new supporter communication and donation technologies, ensuring consistent service standards across traditional and emerging channels.

Corporate Responsibility

· Undertakes performance development tasks/responsibilities in culture amp.

· Demonstrates a proactive commitment to a safe working environment to meet BLVNZ requirements

· Participates in and undertakes emergency management duties as required.

· Undertake specific projects and activities as necessary or as required to support BLVNZ.

· Maintains property and equipment.

· Fulfils administration - reporting requirements

· Ensure that the Health and Safety Policy is upheld and requirements are met

· Be a Health and Safety Champion

· Uphold BLVNZ’s values

· A minimum of a bachelor’s degree or equivalent experience, or minimum 3 years strong administration experience

· Minimum three years’ experience in supporter care, fundraising operations, or customer service roles with a strong relationship management component.

· Proven ability to communicate with empathy and professionalism across multiple channels, including phone, written, and digital platforms, with adaptability to emerging giving and engagement technologies.

· Experience using Salesforce or a similar CRM system for managing supporter interactions.

· Demonstrated ability to manage competing priorities and maintain attention to detail.

· Experience working collaboratively as part of a cross-functional team