We get it. Just when life should be full of possibilities, cancer crashes into a young person s world and shatters everything.

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2 We get it. Just when life should be full of possibilities, cancer crashes into a young person s world and shatters everything. We help young people cope with cancer in their family. Through CanTeen, they learn to explore and deal with their feelings about cancer, connect with other young people in the same boat and if they ve been diagnosed themselves, we provide specialist, youthspecific treatment teams. By feeling understood and supported, young people develop resilience and can rebuild the foundations that crumbled beneath them when cancer turned their life upside down. No matter which role you are in, working for CanTeen is how you can be the difference. CanTeen is one of the most highly regarded not for profits in Australia (8 th in fact) with one of the most recognisable brands across the country (who doesn t know about the bandanna!). CanTeen is also a finalist in the 2018 Australian HR Awards Employer of Choice (Public Sector & NFP) Category! Working for CanTeen is an inspiring, rewarding and purposeful experience that really enables you to be at your best. CanTeen has a passion for all things people, and as well as a range of benefits including 5 weeks of annual leave, additional 3 days of gifted leave over Christmas, flexible working, tax-effective salary packaging scheme, mobile phones and an in-house leadership program, we are continually working on ways to make CanTeen an even better place to work. We have a culture we are proud of, and want to find more people who share our commitment, enthusiasm and passion! Through our regular staff engagement surveys, we know that CanTeen is fortunate to have one of the most passionate and committed workforces in Australia!

3 Supporter Care Officer Sydney, NSW v Permanent, Part-Time 3 days per week. v To provide services to young people living with cancer, CanTeen relies on the support of the public with 90% of the organisation s income coming in the form of public donations. The balance, around 10%, is provided by government. As a result, the Supporter Care Team are our most important asset being the first point of contact for our donors, ensuring they receive the best possible service and have a professional, friendly and positive experience when contacting CanTeen. Our fantastic Supporter Care Team are looking for a superstar Supporter Care Officer who can join their fun and vibrant team to support in all aspects of supporter v care and administration. This is a customer service role which will offer the opportunity nurture long term relationships with our amazing supporters to increase revenue, reduce supporter attrition and grow loyalty. A major component of your role will be running the day to day supporter care and administration activities relating to the CanTeen Regular Giving Program (the Can Do Family). This includes inbound and outbound calls, customer service, complaint handling, processing donations and data entry. Our Supporter Care team are looking for a highly motivated team player who will be responsible for providing high levels of customer service to supporters including excellent inbound and outbound calling call handling, complaint handling, donation processing and accurate maintenance of supporter information. They need a skilled communicator, who can engage and build rapport with a diverse range of individuals. Negotiating abilities will be essential in developing v strong relationships with new and existing, donors and third party individuals. The ideal candidate will have demonstrated fundraising experience and proven success with fundraising. The team need someone with demonstrated customer service experience, and the ability to pick up the phone and get things done. They will have plenty of enthusiasm and can-do attitude, be logical and organised, and have great attention to detail. Interested? Apply Now! Please apply on the CanTeen website at or written applications with a covering letter to careers@canteen.org.au. v For any questions on the role, please contact Dave Nair, Supporter Care Manager on (02)

4 Title: Supporter Care Officer Reports to: Supporter Care Manager Positions reporting into this one: None Key working relationships: Marketing & Fundraising Team, National Office staff, Division staff, CanTeen supporters, external suppliers and stakeholders. Job Summary: As part of the Supporter Care team, you will be responsible for maintaining high quality relationships with CanTeen s supporters to ensure the achievement of revenue goals. This customer service role will see you nurturing long term relationships with new and existing supporters to increase revenue, reduce supporter attrition and grow loyalty. You will be responsible for the provision of high levels of customer service to supporters including excellent inbound and outbound call handling, complaint handling, donations processing and accurate management of supporter information. A major component of the role will be supporting all aspects of the supporter care and administration activities for the CanTeen Regular Giving Program (Can Do Family). Supporter Relationship Management: The Supporter Care Officer has responsibility for inspiring supporters and maintaining effective relationships across a range of financial and nonfinancial channels. You will ensure excellent client service standards are met at all times across telephone, , mail and online. Regular Giving Program: The Supporter Care Officer has responsibility for, in collaboration with other team members, the Supporter care and administration activities associated with CanTeen s Regular Giving Program including: In collaboration with other team members, attending to inbound calls, and mail to the Supporter Relations team and respond in a timely and professional manner, ensuring the supporters needs are addressed proactively and/or messages are taken and actioned appropriately. Encouraging Supporters calling to cancel regular payments to downgrade rather than cancel. Attend to regular outbound call files to encourage supporters to upgrade or reactivate their regular donation. Respond to CanDo Family supporter information amendments including cancellations, upgrades, downgrades and reactivations in a timely and professional manner. Ensure information amendments are actioned and recorded in the database and relevant communications are created and distributed. Acknowledge and respond to queries and complaints received via telephone, mail, and online ensuring details of the queries and complaints are centrally recorded.

5 Providing professional, responsive and proactive customer service at all times. Attend to the output and fulfilment of fundraising materials and collateral (engagement postcards, welcome packs and letters). Donation Processing: As required, the SRO will assist with donation processing from mail, web and telephone fundraising appeals, including accurate data entry, payment processing (e.g. credit cards) and fulfillment of receipts and thank you materials. Projects: Actively participate in cross divisional project teams, as appropriate, to facilitate development of Marketing and Fundraising activities. Knowledge/Skills/Experience Demonstrated customer service experience and an ability to represent CanTeen to supporters in a professional manner; Similar experience in a customer service position for a charity or commercial organisation; Superior customer service skills; Excellent database and data entry skills; Solid attention to detail is essential; Strong verbal and written communication skills; Strong organisational and administrative skills; Ability to work well within a team; Ability to build relationships quickly and easily; Ability to deal with difficult customers Good computer skills, especially MS Office and familiarity with databases; Personal Attributes An ability to pick up the phone and get things done not backwards in coming forwards but a recognition of the fact that there a many ways to get things done; A strong customer focus and relationship-building skills; A warm, friendly and engaging manner; Professionalism and attention to quality and detail; A self-starter, disciplined and determined approach; Enthusiasm and a can do attitude, including the ability to find and implement solutions to challenges that arise in achieving fundraising goals; Team player and getting hands dirty when required. Desire to work for CanTeen, affinity with our Mission, desire to work with young people

6 Due to the nature of CanTeen s work, you will sometimes be required to work weekends and evenings with some inter-state travel from time to time. Advance notice will be given when this is the case, and CanTeen has a flexible working policy that ensures you are able to maintain a healthy work/life balance. As CanTeen s work involves employees being in direct contact with children and young people, employees are required to complete police and working with children checks, relevant to the State in which they will be employed. CanTeen will conduct at least two reference checks on successful applicants, and may also require proof of any professional qualifications stated on an application. All employees are required to adhere to CanTeen s Human Resources Policies during the course of their employment. CanTeen is an equal opportunity employer.