Job Description

About RSPCA Queensland

For more than 140 years, RSPCA Queensland has been a leading animal welfare charity, dedicated to improving the lives of animals - whether domestic, farmed, or native. We care for over 42,000 animals annually, relying on the generosity of animal lovers like you to fund 91% of our life-changing services.

Our Purpose: We exist for animals to live better lives.

About the Role

As the Supporter Experience Officer, you'll play a vital role in ensuring every interaction a supporter has with RSPCA Queensland is positive, professional and meaningful.

Reporting to the Supporter Experience Manager, you'll provide high-quality supporter care and operational support across a range of fundraising activities, helping to strengthen relationships with donors and supporters while contributing to successful fundraising outcomes.

This is a part time, varied and rewarding role that sits at the heart of our fundraising team, blending customer service, administration, data management and supporter engagement. From responding to enquiries and processing donations to coordinating supporter communications and campaign fulfilment, you'll help ensure our supporters feel valued, connected to our mission and inspired to continue making a difference for animals in need.

Working within the Supporter Experience team, you'll collaborate across donor care and community fundraising activities, providing flexible support during busy periods and contributing to shared team goals.

What We’re Looking For

We're looking for someone who genuinely enjoys helping people and creating positive experiences. You'll be organised, detail-oriented and take pride in delivering work that is accurate, timely and professional. You thrive in a fast-paced environment, can confidently juggle competing priorities and remain calm and compassionate when handling sensitive conversations or supporter enquiries.

You'll bring a proactive and team-focused approach, be comfortable working with systems and data, and enjoy finding ways to improve processes and make things run more smoothly. Most importantly, you'll have empathy, emotional maturity and a genuine passion for building meaningful relationships with supporters who share our commitment to improving the lives of animals.

What You’ll Do

In this role, you will:

• Provide exceptional supporter care by responding to enquiries via phone, email and mail in a professional, timely and supporter-focused manner.
• Process donations and supporter transactions accurately across a range of fundraising programs and channels.
• Coordinate receipting, supporter acknowledgements, welcome packs and stewardship communications.
• Maintain accurate supporter records and data within Salesforce and associated systems.
• Prepare and manage spreadsheets, mailing lists and campaign data to support fundraising activities and reporting.
• Support fundraising campaigns, appeals, events and mailouts through administrative and operational coordination.
• Assist with donation reconciliation, coding and data integrity activities.
• Support the management of supporter feedback, concerns and complaints, escalating where appropriate.
• Contribute to process improvements and identify opportunities to enhance supporter experience and team effectiveness.
• Provide flexible support across the broader Supporter Experience team during peak periods and key fundraising campaigns.

What You’ll Bring to the Role

• Experience in customer service, supporter care, administration or a similar role.
• Exceptional customer service skills and a passion for creating positive experiences for supporters and stakeholders.
• Strong organisational and administrative skills with excellent attention to detail and accuracy.
• Experience working with CRM systems and databases, with Salesforce experience highly regarded.
• Strong computer literacy, including experience using Microsoft Excel for reporting, data management and administrative tasks.
• Excellent written and verbal communication skills, with the ability to communicate with empathy, professionalism and compassion.
• High levels of discretion and the ability to maintain confidentiality when handling sensitive information.
• The ability to manage competing priorities and work effectively both independently and collaboratively.
• A genuine passion for animal welfare and alignment with RSPCA Queensland's purpose and values.

Why Join Us?

• A Fun, Supportive Team: Join a passionate, collaborative team that celebrates wins, supports growth and genuinely enjoys working together.
• Comprehensive Support: Enjoy 8 weeks of paid parental leave, flexible working arrangements, study leave, and even leave for your furry companions. We also provide access to counselling and mental health services.
• Employee Perks: From free on-site parking to exclusive discounts, novated leases, and 50% off Royal Canin pet food, we’ve got you covered! You can also adopt a new furry friend with free adoption options.
• Professional Growth: Access expansive learning and development programs to help you elevate your career and skill set.
• Purpose-Driven Impact: Be part of a mission-driven organisation where every task makes a tangible difference to animal welfare.

At RSPCA Queensland, every role contributes to a better future for animals.

You'll join a passionate and supportive fundraising team that values collaboration, creativity and innovation. You'll have the opportunity to build meaningful relationships with incredible supporters, create lasting impact through your work and help ensure animals across Queensland receive the care, protection and advocacy they deserve.

Interested?

If this sounds like the perfect opportunity for you, apply today!

Successful candidates will be required to undergo a Police Check for the safety and well-being of the community, staff, and animals. A pre-employment medical assessment may also be required.

RSPCA Queensland acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the land. We are an equal opportunity employer committed to a fair and inclusive hiring process, welcoming applicants of all backgrounds, regardless of faith, ethnicity, sexual orientation, or gender identity.