Team Lead, Supporter Experience

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 

How To Apply

To apply for this fantastic opportunity please select "Apply" and submit the following documents in PDF format:

• Your Cover Letter, outlining your relevant experience and highlighting a summary of your strengths
• Your CV 

For further information on this position, please be in touch with our People & Culture Team: ***********@unicef.org.au

We welcome you to contact us to discuss any requirements that will ensure you can participate fully in our recruitment experience. 

Applications for this position close Sunday 19th May 2024.

All applicants are required to be legally entitled to work in Australia. UNICEF Australia has a zero-tolerance approach to abuse and exploitation and adheres to strict safeguarding principles. All successful candidates will be required to undergo rigorous background checks (including National Police Check and Working with Children Check) and sign and abide by our Code of Conduct on Child Safeguarding & Protection from Sexual Exploitation and Abuse.

UNICEF Australia is committed to ensure all our People, from any background, feel heard, considered, and able to contribute to their full potential. We are striving to build a truly inclusive workplace, one that our team feel they can bring their best self to work and is reflective of the wider community that we serve.