AddressSurge Direct, established in 2017, has quickly become one of the most successful and highly esteemed Direct Fundraising companies in Australia. Due to our exponential growth and ongoing expansion plans, we are seeking the skills and expertise to take on the role of Customer Service Manager on a full-time basis. You will play a key role within our corporate structure to support and develop the direction of our marketing strategies. You will work closely with the Senior Management team across functions on strategic thought/initiatives, sales forecasts, campaign development, market intelligence, and strategic planning as it pertains to the overall business.
Responsibilities
• Strategic review, development, and maintenance of client service policies, practices, and procedures for Surge Direct.
• Managing the client service platform including the Client Service Representatives and Client Service Trainers so as to ensure the effective operational efficiency of the business and thereby effective and efficient client services relations practices of all fundraising teams.
• Assessing and amending the client service strategic plan particularly at the start of each new fundraising campaign and must be tailored to the needs of the specific geographical region.
• Assisting with training and staff development in Customer Service skills specific to the fundraising industry.
• Assisting and liaising with staff in relation to recruitment, interviews, and performance appraisals.
• Planning and implementing client follow-up and service review procedures including implementing processes to encourage and collect client feedback to aid in Customer Service development and to enable modification of procedures where necessary.
• Developing processes and liaising with other team members to ensure the motivation of staff.
• Ensuring that a high level of service is provided to both clients and donors by all staff by monitoring the implementation of policies and procedures.
• Determining Customer Service requirements in order to promote and maintain excellent, ongoing client/customer relationships.
• Communicating with clients when necessary and resolving any conflict that may affect customer relations when the Customer Service Representative cannot.
• Advising senior management of any concerns and implementing management decisions and preparing reports on progress and strategic plans for continual improvement of the Customer Service platform.
Qualifications & Essential Skills
• Relevant qualification at Advanced Diploma level or higher or 3 years of relevant work experience in the Fundraising Industry
• Excellent communication skills
• Ability to take ownership and have an exceptional ability to handle conflict resolution
• Demonstrable ability to prioritise, meet deadlines and resolve issues in a timely manner
• Be an innovative thinker who strives to provide outstanding Customer Service
Salary Range - $70,000 - $80,000
Full-time position based in Perth CBD, Western Australia
