Job description
About Caritas Australia
At Caritas Australia, we have a vision to end poverty, promote justice and uphold dignity for all. We partner with the most vulnerable communities to help them build better outcomes by improving access to sustainable livelihoods, clean water, sanitation and education.
Why work for Caritas Australia?
- Opportunity to join a truly diverse and essential organisation that makes a real difference in the lives of the most marginalised people in the regions we support.
- Advance your career within the International Aid & Development sector with a focus on professional development and on the job learning opportunities.
- Hybrid working arrangements, to support your work/life balance.
- Access to free on-site gym and other health & wellbeing benefits.
- Not-for-Profit salary packaging offered
What does the role involve?
Reporting to the Associate Director, Supporter Services and Philanthropy, this role is ideal for someone with strong customer service skills who wants to make a meaningful impact.
Lead and inspire the Supporter Care team to provide exceptional customer service and donation processing for Caritas Australia’s supporters and contacts.
Key responsibilities will include (but not limited to):
- Serve as the first point of escalation for all supporter queries, issues, complaints and feedback; monitoring trends and updating appropriate teams/key individuals as necessary
- Oversee regular giving processes and monthly batch processing, while collaboratively liaising with relevant teams for impactful telemarketing campaigns.
- Delivering an exceptional supporter care experience for Caritas Australia’s supporters.
- Develop and implement robust procedures to uphold service standards, drive continuous improvement, and establish quality assurance systems.
- Deliver insightful reports regarding the overview of Supporter Care performance, supporter feedback, complaints, and service levels.
This role is based in our Mascot office and will work a hybrid model, including two days in the office per week.
Who are we looking for?
For this role, we are seeking a highly organised and dynamic individual. The successful candidate will have a mix of the following qualifications, skills and experience:
- Experience in a supporter care function. A working knowledge of Salesforce is desirable.
- Strong communication skills, both verbal & written.
- Demonstrated ability to support and implement customer service strategies and support and coach others.
- Proactively identify challenges and focus on generating practical solutions.
For any further questions or enquiries, please contact the recruitment team at [email protected] using the subject line: Supporter Care Coordinator enquiry via EthicalJobs or call (02) 7208 7847
Otherwise, please submit you cover letter and CV through the relevant links.
Our commitment to safeguarding – Caritas Australia recognises the personal dignity and rights of all people, especially children and vulnerable adults. As part of your employment, you will be required to undergo relevant background checks (Police Checks, Working with Children Checks, Reference Checks), abide by our safeguarding policies, and sign our Code of Conduct including Professional Behaviour Standards for the Protection of Children and Vulnerable Adults.
Our commitment to diversity – Caritas Australia encourages and supports an inclusive and diverse workforce. We consider applications regardless of race, sex, gender, age and disability. Aboriginal and Torres Strait Islander people, members of minority groups, non-binary people, and people with disabilities are encouraged to apply.
Our commitment to safety and wellbeing – Depending on your role, Caritas Australia may require you to undertake health checks or receive vaccinations to ensure your safety and wellbeing at work.