Supporter Care Lead

The Supporter Care Lead has been established to provide support for the Fundraising department, and in particular, to lead those in the Supporter Care Officer role. The role will ensure a high level on donor centricity at all times, as well as coordinate tasks and duties amongst the team, develop and implement Supporter Care strategies, coordinate volunteers, and maximise the potential of the donor database.   
 
In this role, you will constantly look at ways to review and improve our donor care, as well as creating a culture of genuine appreciation and respect for our donors. The Supporter Care Lead will work with the wider Fundraising department to fulfil the needs of campaigns, and motivate the team to achieve KPIs and targets across all campaigns.
 
About the Role

• Implement and develop the organisations Supporter Services strategy and manage the day to day running of the team, including effectively handling and resolving complaints
• Ensure process and procedures are in place to maintain a high accuracy of data entry and CRM management, work in consultation with the Salesforce Admin
• Conduct regular data cleansing activities to eliminate duplicates and maintain data accuracy
• Ensure that higher value supporter relationships are managed effectively and proactively as required
• Manage and motivate the Supporter Care team effectively to achieve performance targets 
• Actively recommend donor care strategies to the fundraising team to further increase retention of supporters  
• Monitor and optimise the standard of customer care delivered by the Supporter Care team
• Monitor and demonstrate achievement of targets, reporting on performance
• Develop the culture and mechanisms within the Supporter Care team to enable and empower Supporter Care officers to proactively identify opportunities to increase supporter value through excellent customer care
• Train the Supporter Care officers to ensure the maximum number of communications can be resolved first time
• Volunteer management and onboarding
• Actively seek continuous improvement within the team, changing systems and processes where relevant in order to increase efficiency and identify “preventable” work in order to manage the team work load effectively
• Develop and maintain regular reporting metrics to measure performance and effectiveness of the team
• Manage an efficient stock control system with regular audits of collateral to ensure sufficient supply
• Lead by example clearly demonstrating achievement of the RSPCA, and encourage the team to do likewise
• Contribute to the development of donor-centric messaging and content for our donors
• Ensure the Supporter Care team is creating and updating standard operating procedures when changes have been made and review and update SOP's as required
• Work with the Supporter Care team to ensure data hygiene is maintained and enforced within our CRM 
• Work closely with the Data Analyst to ensure the analytic requirements are being met

 
About You

• Certified in administration or equivalent
• Minimum two years’ experience in Supporter Care Officer role or similar
• Fundraising experience, highly regarded
• Customer service related skills and problem solving and conflict resolution skills 
• Proven experience with coordinating people and resources
• Ability to think on the fly and adapt to ever-changing scenarios
• Proficient in using Microsoft Office Suite applications
• High level of communication and interpersonal skills
• High level of attention to detail and demonstrated organisation skills
• Ability to work autonomously and multitask, as well as contribute to a team
• An interest in animal welfare

About RSPCA NSW
The Royal Society for the Prevention of Cruelty to Animals New South Wales (RSPCA NSW) is a not-for-profit animal welfare organisation. We provide a strong voice for animals experiencing cruelty and neglect. RSPCA NSW is committed to the care and welfare of animals, providing extensive professional facilities, including fully equipped veterinary hospitals and our state-wide shelter network, with approximately 500 staff across NSW to care for animals.
 
Benefits and Perks

• Health & Lifestyle benefits – Access to WHEREFIT Discount Program (activewear, gyms, health supplements, meals and apparel) 
• 40% Royal Canin Discount for your beloved pets
• Access to Converge Employee, Volunteer Assistance Program (EVAP)
• 12 weeks Paid Parental and Adoption Leave 
• Paid Community Service leave with SES or Rural Fire Service
• Animal Compassionate Leave
• Generous training and education opportunities and leave 
• Pathways to our Registered Training Organisation (RTO) courses

Apply Now
If this sounds like the role for you, we would love to hear from you! Simply click ‘APPLY’ to send in your resume.
 
RSPCA NSW is an equal opportunity employer that understands and values the importance of creating a diverse and inclusive work environment. We are committed to making reasonable adjustments to provide a barrier-free recruitment process for people with a disability. If you require an adjustment or assistance during the recruitment process, please contact our recruitment team (***********@rspcansw.org.au) and identify the type of adjustment or assistance you are requesting. Our recruitment team will respond to your email promptly.