No matter which role you are in, working for CanTeen is how you can be the difference.

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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 eerything. 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 e been diagnosed themseles, we proide specialist, youthspecific treatment teams. By feeling understood and supported, young people deelop 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 (11 th in fact) with one of the most recognisable brands across the country (who doesn t know about the bandanna!). Working for CanTeen enables you to make a real difference to young peoples lies. And it s also a great place to work - with a range of benefits for our employees including a taxeffectie salary packaging scheme, a mobile phone, training and deelopment opportunities plus plenty more. We hae a culture we are proud of, and want to find more people who share our commitment, enthusiasm and passion! Through our regular staff sureys, we know that CanTeen is fortunate to hae one of the most passionate and engaged workforces in Australia!

3 Supporter Relations Officer Sydney, NSW Permanent, Part-Time 3 days per week. 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 proided by goernment. As a result, The Supporter Care Team are looking for a Supporter Relations Officer who will be supporting all aspects of the Supporter Care and administration. This is a customer serice role which will nurture long term relationships with new and existing supporters to increase reenue, reduce supporter attrition and grow loyalty. A major component of your role will be running the day to day supporter care and administration actiities relating to the CanTeen Regular Giing Program (the Can Do Family). Logical and organised, you are a skilled communicator, who can easily understand and improe administratie systems and engage and build rapport with a dierse range of people. We are looking for a highly motiated team player who will be responsible for proiding high leels of customer serice to supporters including excellent inbound and outbound calling call handling, complaint handling, donation processing and accurate maintenance of supporter information. You are a skilled communicator, who can engage and build rapport with a dierse range of indiiduals. Your negotiating abilities will be essential in deeloping strong relationships with new and existing, donors and third party indiiduals. The ideal candidate will hae demonstrated fundraising experience and proen success with fundraising. Demonstrated customer serice experience, and the ability to pick up the phone and get things done, whilst showing a high leel of attention to detail is a must. Your enthusiasm and can-do attitude will be eident in all aspects of the role, as you find and implement solutions to organisational fundraising challenges. Applications for this role will close on Monday 5 th February Please written applications addressing the selection criteria which can be found in the job description below by close date to careers@canteen.org.au.

4 Reports to: Supporter Care Manager Positions reporting into this one: None Key working relationships: Marketing & Fundraising Team, National Office staff, Diision staff, CanTeen supporters, external suppliers and stakeholders. Job Summary: You will work in the Supporter Relations team and be responsible for maintaining high quality relationships with CanTeen s Supporters to ensure the achieement of reenue goals. This is customer serices role to will see you nurturing long term relationships with new and existing supporters to increase reenue reduce supporter attrition and grow loyalty. You will be responsible for the proision of high leels of customer serice to Supporters including excellent inbound and outbound call handling, complaint handling, donations processing and accurate management of Supporter information. A major component of your role will be supporting all aspects of the Supporter care and administration actiities for the CanTeen Regular Giing Program (Can Do Family). Caring and considerate, you are a skilled communicator, and a great listener, who can easily connect, engage and build rapport with a dierse range of people. Supporter Relationship Management: The SRO has responsibility for inspiring supporters and maintaining effectie relationships across a range of financial and non-financial channels. You will ensure excellent client serice standards are met at all times across telephone, , mail and online. Regular Giing Program: The SRO has responsibility for, in collaboration with other team members, the Supporter care and administration actiities associated with CanTeen s Regular Giing 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 proactiely 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 reactiate their regular donation. Respond to CanDo Family supporter information amendments including cancellations, upgrades, downgrades and reactiations in a timely and professional manner. Ensure information amendments are actioned and recorded in the database and releant communications are created and distributed. Acknowledge and respond to queries and complaints receied ia telephone, mail, and online ensuring details of the queries and complaints are centrally recorded.

5 Proiding professional, responsie and proactie customer serice 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: Actiely participate in cross diisional project teams, as appropriate, to facilitate deelopment of Marketing and Fundraising actiities. Knowledge/Skills/Experience Demonstrated customer serice experience and an ability to represent CanTeen to supporters in a professional manner; Similar experience in a customer serice position for a charity or commercial organisation; Superior customer serice skills; Excellent database and data entry skills; Solid attention to detail is essential; Strong erbal and written communication skills; Strong organisational and administratie 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 achieing 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 eenings with some inter-state trael from time to time. Adance notice will be gien when this is the case, and CanTeen has a generous Time off in Lieu policy for taking leae when hours in excess of the standard working week are worked. As CanTeen s work inoles employees being in direct contact with children and young people, employees are required to complete police and working with children checks, releant 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.