Job description
UNICEF is the world’s largest children’s charity working to protect vulnerable children, globally and here in Australia. Run entirely on voluntary donations, we work to improve the lives of every vulnerable child, no matter who they are or where they live. Every day our teams are on the ground in 190 countries working with local partners to deliver lifesaving help and create lasting change. From vaccinating children in war zones to providing early childhood education access in Indigenous communities, donations help us to protect every child, no matter what.
We are offering a full-time permanent position, working in a flexible environment, built around the diversity of our team and their needs. A competitive salary commensurate with the not-for-profit sector is offered together with a broad range of wellbeing benefits.
WHAT WE ARE LOOKING FOR
An dynamic and approachable individual, deeply committed to providing an outstanding supporter experience, to lead our Supporter Experience team. Reporting into the Loyalty Manager within the Individual Giving team, they lead a passionate team, promoting best practice customer experiences to help strengthen relationships with new and existing supporters.
YOUR DAY WILL INCLUDE
- Mentor and maintain a high-performing, motivated team of customer service professionals to keep them engaged and motivated
- Oversee team workflow, ensuring alignment with organisational priorities and capacity
- Act as a key touch point between supporters and visitors to UNICEF Australia, ensuring the team resolves enquiries or complaints in a warm, on-brand and timely manner
- Maximise lifetime value through eliciting and processing safe and secure donations
- Regularly monitor, measure and report on results across supporter experience interactions
- Maintain supporter privacy and data security, ensuring team adheres to policy and processes, with special care given to children’s data
- Identify opportunities to optimise supporter experience touchpoints and provide recommendations to Loyalty Manager, or relevant stakeholders
WE WOULD LIKE YOU TO HAVE THE FOLLOWING SKILLS AND EXPERIENCE
- Over 3 years of experience in leading a customer service team
- Proven expertise in training and mentoring teams
- Excellent communications skills
- Proven problem-solving and complaint resolution skills
- Experience in sales or eliciting donations through phone or email
- Familiarity with Customer Relationship Management (CRM) systems, with a preference for Salesforce
- Ability to track and report team performance using both quantitative and qualitative metrics
- A passionate and energetic team member committed to working in the humanitarian development sector, and advocating for children’s rights
WHAT WILL IT FEEL LIKE TO WORK AT UNICEF AUSTRALIA
- An environment and culture built on the importance of teamwork, collaboration and shared purpose
- Sector leading salary packaging and a competitive salary commensurate with the NFP sector
- A flexible work environment with balance between home and office work, which puts the wellbeing of our staff at the centre of our decision making
- A positive and values-driven work culture which celebrates our achievements and recognises our teams
- A wellbeing package which includes such things as access to Birthday leave, EAP, nutrition, exercise, financial and legal support
- Commitment to our child-first philosophy with generous paid parental leave and offering
- The opportunity to support a global impactful cause and make a difference for every child
Click Apply Now to submit your application.