Community Support Specialist

• Make A Difference Everyday
• An amazing culture of passionate and driven people
• Part-time opportunity available (20 hours p/w)!

Make-A-Wish

Make-A-Wish is one of Australia’s most trusted charities and part of the largest wish-granting organisations in the world. We partner with children with critical illnesses, their families, and medical teams to grant wishes as unique as the children who imagine them. At Make-A-Wish, our mission is to grant the wish of every eligible child as we believe wishes complement treatment, build resilience and bring hope to children and their families when they need it most.

About the Role

We are seeking a talented and customer-focused Community Support Specialist to join the team in Melbourne on a part-time basis.

This role will be responsible for assisting with the day-to-day customer engagement and satisfaction of Make-A-Wish stakeholders, supporters, volunteers and other external parties.

The role is aimed at delivering outstanding service to our supporters and external network, and to create a positive and lasting experience for all advocates of Make-A-Wish Australia.

Responsibilities of the Role

• Ensure timely delivery of customer service to all in-bound enquiries whilst upholding the Make-A-Wish values.
• Respond to and resolve supporter enquiries and complaints in a professional and efficient manner.
• Use your problem-solving skills to proactively solve complex problems or escalate where necessary.
• Deliver timely and professional customer service and care to existing and prospective donors and supporters via phone, email, and mail.
• Treat every supporter, volunteer and customer with respect and understanding, with a focus on providing a positive and personalised experience.
• Conduct outbound calls that encourage engagement, loyalty and advocacy, including welcome and thank-you calls.
• Proactively contact customers as needed to assist with their queries.
• Support organisational marketing campaigns by assisting customers with enquiries, issues, and feedback, and accurately capturing the required data.
• Process phone donations.

About You

• Experience in a customer-facing role, preferably in a call-centre or reception setting.
• Experience in responding to a high volume of inbound and outbound phone calls.
• Demonstrated ability to build strong customer relationships and deliver customer-centric solutions.
• Excellent communication and interpersonal skills
• Exceptional relationship building and management skills, with both internal and external stakeholders.
• A demonstrated ability to work within challenging and emotionally confronting situations and to be empathetic whilst solving problems and assisting with enquiries.
• Proficiency in using Microsoft Office suite.
• The ability to gather, input and analyse data, and to quickly adapt to ongoing technological implementations.
• A go-getter who is ready to hit the ground running!

What we can offer you

• Competitive salary and salary packaging.
• The opportunity to be part of a fast-paced Community Support team, dedicated to the delivery of high-quality customer service.
• The opportunity to make a positive impact on the lives of critically ill children and see the difference you are making every day.
• A flexible and supportive workplace, with excellent work-life balance.

If this sounds like you, we would love to hear from you! Please submit your cover letter and CV by clicking ‘Apply Now’.

For any further enquiries, please email [email protected], using the subject line: Community Support Specialist enquiry via EthicalJobs.

Please note: Only applications submitted online will be accepted, and phone calls will only be arranged with short-listed applicants.

Make-A-Wish Australia is proud to be a child-safe organisation. Our recruitment practices are strictly adhered to during the application and interview process and include thorough screening to ensure that anyone joining us at Make-A-Wish aligns with our values and commitment to child safety.

At Make-A-Wish we are committed to building a diverse and inclusive environment that reflects the community we serve. Read more about our Diversity, Inclusion and Belonging charter here.