Supporter Care Assistant

Kia ora, Bula Vinaka, Fakaalofa lahi atu, Fakatalofa atu, Kia Orana, Mālō e lelei, Mālo ni, Talofa lava, Tēnā koutou katoa!   

At the Heart Foundation, we are driven by our purpose to stop all people in NZ dying prematurely from heart disease and enable people with heart disease to live fuller lives. The delivery of prevention and care and support programmes in New Zealand communities and fundraising for vital heart research describes the diverse work of our team of approximately 130 people across New Zealand provides. 

About the team and work:

Our Supporter Care team helps to improve supporter engagement and drive increased revenue by being the true guardians of supporter stewardship. The Supporter Care team are truly focused on nurturing and supporting the relationships with our Heart Foundation donors and customers, ensuring they have an excellent customer experience, positively contributing to the individuals and families across different populations in New Zealand impacted by heart disease. 

About the role:

The Supporter Care Assistant role will be responsible for inbound/outbound call management and, written communications, responding to supporter inquiries. You will need a high attention to detail ensuring integrity of information as you will be involved in processing orders from our inbound processing company, including processing donations from individual and regular givers and lottery orders as well as providing excellent stewardship for our supporters.  Reporting into the Supporter Care Team Leader, you will use our purpose-built, organisational Customer Relationship Management (CRM) system along with established processes and procedures. You will be resilient and adaptable, someone who can work with a plan B when needed. Success in this role will be evidenced by an ability to hit the ground running, excellent written and verbal communication skills and an exceptional level of accuracy demonstrated in the interaction notes recorded in the CRM with our donors. You will have a calm, unflappable demeanour, and an ability to interact flexibly with all personalities. You will work closely with the rest of the Supporter Care team and other key internal stakeholders will include the wider Fundraising team and our Data Services team. 

About your skills, experience, and attributes: 

• Data processing experience 
• Three years of similar work-related experience, and a high degree of accuracy 
• A collaborative approach, with excellent communication and interpersonal skills
• Proven ability in building and nurturing relationships with internal and external stakeholders
• Highly organised with exceptional time management skills
• A strong desire to work for an organisation that makes a difference and driven to achieve results 
• Not-for-profit Customer Relationship Management experience with Raiser’s Edge or Salesforce would be highly advantageous

In return we can offer you:

• A job with purpose and a competitive salary 
• Flexible working arrangements to enable you to achieve work/life balance 
• An additional paid day off each year for Heart Foundation Day
• 5 weeks annual leave (pro-rata) once you’ve achieved two years’ service
• Training and development opportunities 
• Access to our Wellbeing platform 
• Discounted health insurance 

Applicants should have NZ residency or a valid work visa.