Customer Service Administrator

Love speaking to people and have great attention to detail? Join our award-winning team delivering exceptional supporter care and admin!

Classifications

• Admin / Secretarial / Office Support
• Administration
• Permanent / Full Time

Key points

• Join our multi-award-winning Fundraising & Philanthropy team!
• Competitive salary + super + tax free benefits up to $18,550
• Permanent, Full-time positions based in Brisbane

Description

Are you a confident communicator with a background in call centre or administrative work? As our team continues to grow, we’re excited to offer two permanent, full-time roles for Supporter Care Administrators within our Fundraising & Philanthropy team.

Providing phone-based donor support is central to these roles - you’ll be the warm, professional voice connecting supporters to our mission. With confidence and care, you’ll manage both inbound and outbound calls, deliver exceptional customer service, and provide accurate administrative support.  These roles involve handling transactional tasks and collaborating closely with our fundraising, data, and finance teams - playing a key part in driving our strategic growth.
  
At the Royal Flying Doctor Service (RFDS) (Queensland Section), you’ll be driven by purpose not tasks; it's about being part of an organisation where, whatever your role, you make a difference each day to people’s lives.
  
Who are we looking for?

• Previous inbound and outbound customer service phone experience
• Exceptional phone manner and ability to adapt communication style
• Previous experience working in administrative role
• Intermediate computer skills including Microsoft Office
• Previous financial or data entry experience with ability to perform repetitive tasks with a high degree of accuracy.
• Ability to respond to customer queries in a courteous, prompt, accurate and confident manner
• Excellent written and verbal communication
• Self-motivated and ability to meet tight deadlines with a high degree of accuracy
• Ability to function effectively as a member of a team

In this role, you will:

• Respond to supporter enquiries via phone, mail, and email daily, ensuring a timely and high-quality experience.
• Conduct outbound thank-you calls to key supporter segments to support donor retention.
• Apply empathetic negotiation skills regular giving cancellations or opt-out requests.
• Process donations received via all channels (phone, mail, online, bank deposit) including opening mail and issuing receipts, with accuracy and efficiency.
• Follow up on failed or incomplete payments and reprocess transactions as needed.
• Maintain and update supporter records in the CRM, including contact details, preferences, and relevant attributes.
• Action regular giving procedures, including decline management initiatives.
• Collaborate with Finance to meet end-of-month deadlines.
• Support community fundraising admin tasks, including issuing letters of authority, managing donation boxes, and general support as needed. 
• Contribute to a culture of innovation, continuous improvement, and supporter-centric service.
• Provide general support to help achieve Fundraising & Philanthropy team goals.

Why work for us?

The RFDS (Queensland Section) is a leader in delivering aeromedical and primary healthcare to remote, rural, and regional communities.
As the RFDS soars towards its 100th year of providing the finest care, in the furthest corner, we have several innovative initiatives on the horizon. With projects in the pipeline, it’s an exciting time to join the RFDS with many new prospects around the corner!

We value our people, and we are passionate about making a difference for people who live, work and travel in remote, rural, and regional Australia. By joining the RFDS (Queensland Section), you will have access to the following:

• Be a part of an award-winning Fundraising & Philanthropy team, driven by best-practice fundraising and dedicated to a culture focused on donor centricity and care.
• Great work-life balance with work from home options and FREE parking when at the office
• Access to generous not-for-profit tax-free benefits up to $18,550
• Access to our Employee Assistance Program including counselling, nutrition sessions, financial sessions, and legal advice
• Receive Private Health insurance discounts
• Access to a Fitness Passport (for staff and family members) that provides discounted gym and health centre access

Interested? 

The roles will close on Friday 10 October 2025 however shortlisting will begin immediately, so don’t wait to apply! 

If you’re eager to make a difference and thrive in a role that truly impacts a meaningful cause, apply now to join the Royal Flying Doctor Service team!
  
For further information regarding this role please contact RFDS Talent Acquisition team on 07 3852 7553 or recruitment@rfdsqld.com.au    

Successful candidates will be subject to a police check and may be required to undergo a medical assessment and pre-employment drug and alcohol testing. You must possess a valid, unrestricted Australian Driver's Licence.

The Royal Flying Doctor Service acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the first inhabitants of the nation and the Traditional Custodians of the land. The RFDS is committed to eliminating all forms of discrimination in the provision of healthcare. We embrace diversity and welcome all people irrespective of faith, ethnicity, sexual orientation or gender identity.