From advances in dementia and mental health to discoveries in chronic pain and falls prevention, Neuroscience Research Australia (NeuRA) has been at the forefront of neuroscience for over 30 years. We are an independent, not-for-profit, medical research institute dedicated to tackling the brain health challenges that shape our lives.
About the Role
As Supporter Services Team Leader, you will be responsible for leading the Supporter Services function and ensuring the delivery of high-quality supporter experiences across all touchpoints.
You will supervise a Supporter Services Representative and casual team members, providing coaching, guidance, and day-to-day support while maintaining service standards and ensuring operational priorities are met.
Alongside your leadership responsibilities, you will remain actively involved in supporter care activities including donation processing, enquiry management, administration, and reporting. Working closely with fundraising, finance, and CRM colleagues, you'll help drive operational excellence, data quality, and continuous improvement across the supporter journey.
Key Responsibilities
- Supervise and support the Supporter Services Representative and casual team members.
- Provide daily direction, coaching, training, and performance support.
- Ensure adequate staffing levels and phone coverage to maintain excellent service.
- Conduct quality assurance reviews to ensure accuracy and consistency.
- Act as the escalation point for complex supporter enquiries, complaints, and sensitive donor matters.
- Oversee end-to-end donation processing, including: mail handling, data entry, receipting, banking, acknowledgements and donor recognition activities.
- Maintain a strong understanding of donor journeys, fundraising appeals, and supporter engagement activities.
- Support the delivery of accurate reporting, reconciliations, and financial administration in partnership with Finance and Fundraising teams.
You are an experienced Supporter Services professional with a passion for mastering the donor journey and the donor experience. You will have a background in supporter services, donor care, customer service, fundraising administration, or a similar environment.
You are equally comfortable mentoring staff, managing operational workflows, and personally handling supporter enquiries and administration when needed.
Essential Experience & Skills
- Demonstrated experience leading or supervising staff within a customer service, supporter services, donor services, or administrative environment.
- Experience using a fundraising CRM or donor database.
- Strong understanding of data quality and data management principles.
- Exceptional attention to detail and accuracy.
- Proven ability to deliver outstanding supporter or customer service.
- Excellent organisational and time management skills.
- Strong communication and relationship-building abilities.
- Ability to work collaboratively within a small, supportive team.
- Willingness and capability to become a Raiser's Edge NXT power user.
- Experience using Raiser's Edge NXT.
- Experience training staff in systems, processes, or CRM platforms.
- Experience developing procedures, process documentation, or operational guidelines.
- Experience supporting fundraising or donor stewardship activities.
This is an opportunity to play a key leadership role within a purpose-driven organisation where supporter relationships are at the heart of the mission.
You'll join a collaborative and values-led team where your work will directly contribute to stronger supporter engagement, operational excellence, and meaningful community impact.
Benefits & culture
- Work at the intersection of research, academia and finance
- NFP salary packaging
- Convenient Randwick location (light rail access)
- Supportive, close-knit team culture with strong work-life balance focus
- Opportunity to contribute to meaningful health and research outcomes
How to Apply
To be considered for this position, please apply now with your CV and a tailored cover letter. For further information, please contact Holly McCann at holly.mccann@beaumontpeople.com.au.
Applications will be reviewed as they are received.
At Beaumont People, we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, and people with disabilities.
We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require any reasonable adjustments throughout the recruitment process, please let us know how we can support you.
