Customer Service Professional – Supporter Engagement Officer

• Provide outstanding customer service to Cancer Council’s supporters
• Support our iconic fundraising campaigns through phone, SMS, email and social media
• Be a part of Australia’s most trusted cancer Not-for-Profit organisation
• Full-time, ongoing position.

About your environment

Since our establishment in 1936, Cancer Council Victoria has developed an international reputation for our innovative work in cancer research, prevention and support. As an independent, not-for-profit organisation, we play a leading role in reducing the impact of all cancers on all people.

The Fundraising and Communications Division (FCD) is responsible for ensuring that Cancer Council maintains a visible, engaging presence in the community; and to inspire and activate support from Victorians.

Through a diverse revenue generation program, the Division works to ensure funds are raised to support the Cancer Council’s work in line with the organisation’s mission and values.

This is achieved through best-practice high volume direct marketing approaches; exceptional relationship management of high value supporters including Major Donors, Charitable Trusts and Bequestors; delivery of iconic fundraising events; and product sales and royalties through our retail arm.

The Division’s ways of working enable our teams to move quickly, deliver ongoing value to our supporters and foster a culture of continuous improvement. We connect our cause and values to how we organise ourselves, and our work, to help supporters play their part in saving lives and reducing the impact of cancer.

The Supporter Insights and Innovation Unit is responsible for ensuring supporters are at the heart of everything we do. This unit is responsible for the Supporter (Customer) Experience, business insights and innovation, and our supporter care contact function. Constantly in dialogue with supporters and by collaborating across the Division, this unit drives innovation, insights and experience to grow fundraising across existing and new funding streams, supporters and channels.

About your opportunity

We are seeking an enthusiastically engaged and organised customer service expert to join the Supporter Insights and Innovation Unit as a Supporter Engagement Officer.

The Support Engagement Officer will have the opportunity to support and work across numerous iconic fundraising campaigns such as Daffodil Day, Australia’s Biggest Morning Tea and Walking Stars.

Reporting to the Supporter Engagement Coordinator, your role will be to:

• Provide exceptional front-line customer service to our supporters through phone calls, email, SMS, mail and social media
• Resolve complex supporter queries in a professional and compassionate manner
• Manage the end-to-end outcome of each enquiry, ensuring issues are resolved in a timely fashion
• Provide administrative and operational program support across a range of well-known and highly regarded fundraising campaigns

All about you

Utilise your flexibility and solution-oriented customer centric approach to provide outstanding frontline customer service to our supporters and build your career with Cancer Council Victoria!

If you have exceptional customer service skills honed in retail, hospitality or a call centre, we are keen to hear from you!

We are looking for someone with:

• Experience in a customer facing service role
• Exceptional customer service skills
• Excellent written and verbal communication skills
• An ability to quickly form strong connections with individuals
• An ability to accurately update and maintain electronic records consistently
• Problem-solving skills with a keen attention to detail

What we can offer you

• A base salary within range $60,132 – $66,308 pa. commensurate on experience plus superannuation
• Full-time, ongoing position.
• Salary packaging benefits of up to $15,900 plus meals/entertainment $2,650 p.a. https://www.accesspay.com.au/employee/what-is-salary-packaging/
• Novated car leasing
• Cultural leave of up to 5 days paid.
• 12 weeks paid parental leave and up to 12 months unpaid leave.

• 17.5% annual leave loading

• The opportunity to make a positive impact on the lives of those affected by cancer
• A flexible, hybrid workplace with excellent work-life balance
• A range of wellness initiatives such as flu vaccination, mental and general well-being support, and discounted health insurance.
• Opportunities for career progression and professional development
• A supportive workplace including access to Employee Assistance Programs
• A range of personal and professional development initiatives such as study support, in-house, external, and online learning options as well as the opportunity to apply for scholarships.

A position description is attached.