Donor Contact Centre Team Leader

The Opportunity

A great opportunity has arisen to join Plain International Australia’s (PIA) Donor Contact Centre team as a Team Leader. The Team Leader is the connection point between PIA, our supporters and the girls and communities we work for. The team provides high quality supporter experience to drive engagement, acquisition and retention while supporting the strategic goals of the Marketing and Communications and Individual Giving teams.

Who are we?

Plan International is an independent development and humanitarian organisation that advances children’s rights and equality for girls.

We believe in the power and potential of every child. But this is often suppressed by poverty, violence, exclusion and discrimination. And it’s girls who are most affected.

Working together with children, young people, our supporters and partners, we strive for a just world, tackling the root causes of the challenges facing girls and all children.

We support children’s rights from birth until they reach adulthood. And we enable children to prepare for – and respond to – crises and adversity. We drive changes in practice and policy at local, national and global levels using our reach, experience and knowledge.

We have been building powerful partnerships for children for over 85 years, and are now active in more than 80 countries.

What is it really like?

An average day in the PIA Doner Contact Centre team is quite varied – no day will be quite the same, but throughout your time, we will see you performing these duties:  

• Fundraising Leadership by managing workflow and developing telemarketing scripts for fundraising and campaigns.
• Operational Tasks including rostering, recruitment and processing.
• Donor Contact Management that includes training and Support, coaching, facilitating team meetings and induction of new staff
• Database management.
• Compliance, ensuring all legislative and industry requirements are met.

Our office is in Southbank. We’re looking for someone who can undertake some of their work here, and some of their work at home.  We work hard, but we are always flexible and supportive, offering inclusive leave. We have weekly team meetings, and regular organisation-wide catch ups. From salary packaging to an Employee Assistance Program to support your wellbeing, we are a people-first workplace. 

Who are you?

We are looking for someone who has relevant knowledge and experience in fundraising, telemarketing or sales.

The core skills we are looking for are: 

• Experience mentoring/training staff.
• Strong interpersonal and communication skills.
• A resilient and ambitious approach to achieving KPI’s and making an impact for the girls and communities Plan works for.
• Can contribute to a positive, supportive and ambitious team culture.
• A genuine passion for gender equality.

Our commitment

We make hiring decisions based on your skills, passion and experience – this experience extends outside the workplace, and includes lived experience. Even if you don’t wholly fit the criteria, we still want to hear from you! At PIA we believe in looking for perspectives and abilities that new team members can bring and add to our culture.  

We are dedicated to working with people from all sectors of the community. We strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. 

Benefits

• We operate in a hybrid model, working from home or the office, and with capability to support remote workers interstate.
• An open workplace in a central location in Southbank, Melbourne.
• A flexible and supportive workplace culture to make space for the other important parts of your life.
• We care about people’s learning and career ambitions and have a learning & development framework to support this.
• Regular organisation events, offsite staff sessions and social events to make sure we stay connected.
• Salary packaging.
• Employee Assistance Program and other initiatives to support your mental health and wellbeing.
• An inclusive working environment with various groups such as Diversity, Equity & Inclusion Working Group, Reconciliation Action Plan Group (RAP), Pride Network Committee and Social Committee.

Hours, pay and start date

This is a full-time ongoing role. The role is classified as Level 3 under SCHADS Award and the pay will range from $36.00 – $38.00 per hour.

What’s Next?

If you’re interested, upload your cover letter and resume through EthicalJobs. Include in your cover letter how your skills align with the criteria as set out in the PD.  

Once we’ve got these, if you advance to the next stage, you will be contacted and invited to an interview, either online or face-to-face at the office.  

Please note: When you apply, and if you are comfortable to do share, please know PIA upholds a safe space to share the pronouns you use, and is also prepared to make any reasonable accommodations or adjustments you may need throughout both the recruitment process as well as the course of your employment.  

Plan International believes that in a world where children face so many threats of harm, it is our duty to ensure that we, as a child-safe organisation, do everything we can to keep children safe. As part of the screening process, candidates will be required to complete a satisfactory National police Check, sign our Safeguarding Children and Young People policy and code of conduct, and where necessary complete a Working with Children Check. 

Join Plan International Australia and help create justice for children and equality for girls.