Address- Hybrid office working
- Full time
- Permanent Ongoing
The Position
Reporting to the Manager Member Services and working as a part of a collaborative team, the Member Growth & Engagement Officer is responsible for ensuring the delivery of an overall positive membership experience.
You will achieve this through providing a primary point of contact for general member and prospective member enquiries, supporting Membership Growth and retention strategies, and delivering a responsive and positive customer experience for our members.
About the Association
The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 17,000 members. The AASW sets the benchmarks for professional education and practice in social work and has a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.
What our team thinks …
We are proud to share highlights from our recent staff culture survey. Responding with ‘strongly agree’ or ‘agree’, our team reports:
94% - find professional meaning in my work
88% - are proud to work with us
90% - would recommend the AASW as a good place to work
Your Key Responsibilities
Your key responsibilities will include [not limited to] the following:
- Provide a primary point of contact for all member enquiries.
- Understanding and strive to meet or exceed call centre metrics while providing excellent and consistent customer service.
- Provide a professional and courteous customer service to all enquiries and communications in line with AASW policies and agreed timeframes
- Participate in outbound and inbound member activities and campaigns
- Ensure a thorough understanding and awareness of AASW programs and membership benefits to ensure quality of service
- Assist with day-to-day office administration tasks where required.
- Participate in the membership on-boarding process.
- Processing membership applications and renewals through the AASW membership system, including payment handling, follow up pending memberships, contacting members with outstanding documentation and/or payments.
Please refer to the position description for a full list of duties and responsibilities.
Key selection criteria:
- Highly developed customer service, active listening, and verbal and written communication skills
- Highly developed communication skills [active listening, verbal and written].
- Professional/confident phone voice.
- Proficiency with computers, especially with CRM software, and strong typing skills.
- Ability to manage challenging conversations.
- Strong time management skills.
- Adaptability and accountability.
- Well-developed administrative and organisational skills
- Excellent communications skills
- Strong computer literacy and database experience
- Enthusiastic with a positive can-do attitude
- Ability to manage competing priorities
- Commitment to innovation and continuous improvement
- Business development and/or sales background experience including customer retention is desired
How to Apply
The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.
To be considered for this role, your application must include your résumé and a cover letter addressing the key selection criteria listed above.
Applications close 20th of June 2024 however, we reserve the right to end the closing date early.
Please direct any queries to: **@aasw.asn.au
