Supporter Relations Officer

ChildFund Australia is an independent international development organisation working to reduce poverty for children in developing communities. Our mission is to partner to create communities and systems change, which enables vulnerable children and young people, in all their diversity, to assert and realise their rights.

We're also a member of the ChildFund Alliance – one of the world’s oldest and most experienced child-focused development agency networks. With a global network of 12 organisations, the ChildFund Alliance assists almost 23 million children and families in 70 countries around the world.

ChildFund Australia directly implements and manages development programs in Cambodia, Laos, Myanmar, Papua New Guinea, Timor-Leste and Vietnam, while also supporting projects delivered by partner organisations throughout Asia, Africa and the Americas;  our work is funded through, among other sources, generous public donations and government grants.

Join us in realising our vision of a world without poverty where all children and young people can say: "I am safe. I am educated. I contribute. I have a future."

About the role

As part of the Supporter Relations team, you act as the primary point of contact for our supporters, and effectively share information with our donors on behalf of ChildFund Australia. As part of this role, you ensure the accurate & timely entry of data into our system and provide administrative support to the Supporter Relations team.

This role is a permanent, full-time role based in our office in Surry Hills, Sydney. We’re also supportive of flexible working arrangements, including allowing our employees to work-from-home some of those days if the responsibilities of the role permit it.

We’re always looking for talented and ambitious people to join ChildFund Australia, so we strongly encourage all applications, even if you do not feel you meet every requirement right now!

Key Duties of the role

• Manage inbound and outbound telephone calls
• Manage supporter-related phone, email and online enquiries
• Liase with ChildFund Australia Country Offices and ChildFund International Country Offices to ensure supporter queries are answered promptly
• Inform supporters of any changes in the sponsorship status of the sponsored child and community
• Respond to and handle complaints from supporters
• Input supporter information data, ensure database accuracy, and input data to record campaign, fundraising and telemarketing responses
• Process supporter donations, update payment methods, and process missed instalments
• Update and process credit card & direct debit changes, and action supporter cancellation requests
• Assist with regular giving program administration, including creating new records and updating communication preferences
• Call supporters for various retention campaigns proactively (outbound calling)
• Understand & explain key aspects of our programs and how they relate to the donations we receive
• Assist the Supporter Relations team by completing other administrative tasks as required, including printing, incoming & outgoing mail, scanning etc

Qualifications & Experience

• Experience in customer service
• Experience with the accurate and timely entry of data
• Proven ability to work effectively under pressure
• Proficiency in the use of standard software applications
• Proven experience in office administration

Desirable Experience & Qualifications

• Knowledge and/or experience in using Salesforce
• Prior experience in a not-for-profit organisation
• Prior experience in a call centre
• Demonstrated understanding of gender equality, disability, and social inclusion

Skills we're looking for

• Analytical & detail-oriented
• Excellent customer service & communication skills
• Effectively manages multiple tasks simultaneously
• Exceptional written communication & drafting skills
• Adaptable and confident change champion
• Highly organised & efficient

The benefits of working at ChildFund Australia

Some of the benefits of working with ChildFund Australia include:

• A remuneration package continuously benchmarked against local employment conditions to ensure we offer competitive employment conditions appropriate to our sector
• Support for flexibility in the ways you work, which allows our people to to maintain a healthy work-life balance.
• A hybrid working model (we currently allow employees to work from home 50% of the time).
• Not-for-profit salary packaging benefits. This allows our employees to reduce their tax liability on a portion of their income.
• Access to mental health support through our EAP, Uprise, a service that gives our employees access to professional psychological support for personal, family, mental health, and employment-related matters for you and your family.
• Support for employee learning & development, including through on-the-job & external training, coaching, workshops, and our online learning platform, the ChildFund Academy.

Department: Fundraising, Supporter Relations

Location: ChildFund Australia, Level 8, 162 Goulburn Street, Surry Hills NSW 2010

Employment: Full-time

Reports to: Supporter Care Manager

Other Information: Must have full working rights in Australia.

Please contact ChildFund Australia's People & Culture team at **@childfund.org.au if you have any other questions about the role.

You can view the full position description at https://www.childfund.org.au/work-with-us/

In line with our values, diversity of people and ideas is critical to our work and our success at ChildFund Australia. We strive for a team culture that is welcoming, inclusive and supportive. Childfund is an Equal Employment Opportunity (EEO) employer and strongly encourages people from all backgrounds, abilities, and identities to apply for any vacancies.

At ChildFund Australia, all staff must remain alert and responsive to any child safeguarding or sexual exploitation, abuse, or harassment (SEAH) risks. Staff will acquire the knowledge and skills needed to understand our Child Safeguarding and PSEAH policies & procedures, promote strong safeguarding practices, and conduct themselves consistent with these policies.

ChildFund Australia believes in a global community where children are safe and can reach their full potential. We take extensive steps to safeguard children in any work done by our people, i.e., our staff, volunteers and interns, supporters, partners, board members, ambassadors and suppliers. We strive to keep children safe through child safe practices, and rigorously ensure we prevent, oppose, and combat all exploitation and abuse of children and vulnerable people. As part of this commitment, all people working with us will undergo relevant background checks before joining ChildFund Australia.