Job Category: Call Centre & Customer Service
We are committed to providing services for people with low vision or blindness by tailoring solutions to help overcome barriers and build independent and fulfilling lives.
We are united in our shared mission of creating opportunities, championing the rights of people with low vision or blindness, and building communities who share our mindset and ambition for accessibility and inclusivity.
With a strong culture of innovation, learning, flexibility and belonging, we live our values and allow our team members to be the best version of themselves inside and outside work.
Job Description
The Permanent Part-time (3 days per week) Supporter Experience Officer is the front line to Guide Dogs NSW/ACT and is our brand ambassador, supporting our mission by creating memorable experiences for our supporters.
The successful candidate plays an integral part in engaging, converting, growing and retaining our valuable supporter base through respective communication channels including inbound/outbound calls and processing donations daily within established security guidelines to ensure all fundraising targets are met and supporters receive the highest standard of customer care at all times.
Key Accountabilities:
* Retain supporters and increase the customer lifecycle via all inbound/outbound communication channels.
* Support all consolidated fundraising services and activities offered across all fundraising programs through partnering to add value and increase retention.
* Provision of an outstanding customer experience response in all communications; including emails, queries, complaints, and cross-team communications.
* Educate and excite supporters by answering their queries promptly and providing a tailored experience based upon their interests and needs.
* Offer out of the box, tailored solutions to ensure we maintain supporter retention when required.
* Provision of information to the organisation in relation to donor complaints by logging complaints in the Feedback Register to provide
* insight into donor interactions and help the business deliver a better customer experience.
* Effective relationships are established through positive communications and interactions with supporters.
* Work with the Donation Dog Specialist to help achieve revenue budget through collection processing and accurate maintenance of contact data in the CRM.
* Manage and prioritise workloads amongst the team to help successfully achieve Service Level Agreements and KPI’s.
* Contribute to actions, plans and process improvement ideas to help keep team goals on track to successfully achieve KPI’s.
* Proficient in using the CRM system and MS Office programs (particularly Excel and Outlook).
* Strong interpersonal skills to establish and manage relationships with a variety of internal and external stakeholders.
* Proven track record in sales/customer service and meeting targets in a fundraising environment.
* Highly organised, dynamic, results-driven self-starter with great attention to detail.
* Highly developed organisational and time management skills.
* Numerate, with experience or ability to learn financial related tasks.
* A team player who actively participates and shares responsibilities in a fast-paced working environment.
* Ability to take initiative, discretion and judgement to deliver the best customer experience and deliver KPI’s.
Benefits that Guide Dogs offer:
As a member of the Guide Dogs team, you will have access to a wide range of benefits tailored to your needs.
* A competitive remuneration package is available commensurate with skills and experience, which includes tax free salary packaging of up to $15,900.
* EAP - Get support when you need it with Employee Assistance Program counselling sessions.
* Me Days – Receive two paid days per year to support your health and wellbeing.
* Paid Parental Leave – take time to bond with your new child with 15 weeks paid leave after qualification period
* The option to purchase up to 4 weeks additional leave each year.
* Employee benefits program and Reward and Recognition program.
* Support for your professional development including paid study leave and educational assistance.
* Join an organisation that makes a meaningful and positive impact on our society.
Guide Dogs Values:
* Our clients come first in everything we do
* Walk the Talk - The buck stops with us. So we keep our word and keep going, no matter what.
* Lead with Head and Heart - Forever focused on our purpose and mission, we combine care and careful planning to deliver successes worth celebrating.
* Lift each other - From a guiding hand to a high five, we unleash and acknowledge everyone's potential.
* Never stop exploring - We're fearlessly creative. We've always asked and answered the tough questions and if there's a better way, we'll find it.
Guide Dogs NSW/ACT are proud to be an inclusive workplace that reflects our clients and the broader community and are committed to providing a work environment in which everyone is included, treated fairly and with respect. We offer equal employment opportunity regardless of your disability, gender or gender identity, race, religion, sexual orientation, age, marital or domestic status, carer status, or political opinion.
If you require an adjustment within the recruitment process, please contact jobs@guidedogs.com.au to inform us of your preferred method of communication.
Shortlisted candidates will be contacted.
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