Position Description

Transcription

1 HR Position Description Job Title Department Reports To Customer Experience Manager Growth Executive General Manager Growth Manages / Supervises Supporter Experience & Reception Team ( x ) New Job Description ( ) Revised Job Description 1. PURPOSE OF THE JOB: Lead and manage the Reception Team of Guide Dogs NSW/ACT to ensure all visitors have a positive, engaging and consistent experience at Guide Dogs Chatswood Office. Lead and manage all functions and staff of the Supporter Experience Department (including data processing, receipting and interpersonal communications via all channels) to ensure a seamless, positive and engaging process for all financial supporters of Guide Dogs NSW/ACT. Integrate the activities of Reception and the Supporter Experience Department with all stakeholders involved in the supporter journey. 2. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: Lead, develop and implement the following operations: Lead the front of house experience for all visitiors to Guide Dogs NSW/ACT Chatswood office including clients, supporters, staff, volunteers, partners and members of the public. Work with all fundraising channels to create and implement an inclusive and comprehensive supporter experience program. Manage and answer all enquiries coming into Guide Dogs NSW/ACT, via all mediums, including developing, implementing and enhancing processes and procedures to ensure a positive customer experience. Manage the opening of mail, batching, processing, recording and receipting of all donations and merchandise sales via CRM. HR Position Description April 2018 Page 1 of 5

2 Oversee incoming income via online gateways, and monthly direct debit, process and their integration into CRM/AX. Oversee all reconciliation of income with finance department. Identify and manage internal needs and solutions within the Growth Department in the implementation of a positive customer experience. Oversee the development and implementation of strategic inbound and outbound telemarketing campaigns. Team Management: Manage the Reception rostering and staff including training and development on messaging and systems as required. Manage the Supporter Experience Team, including ensuring adequate resourcing and coordination of tasks required. Manage both Team s performance and provide counselling on performance. Work with the IT & Technology Manager to ensure all members of the Supporter Experience Team have sufficient and regular training on CRM and understanding in the use of CRM and AX. Work with the IT & Technology Manager and other relevant stakeholders to ensure business rules for data entry are documented and applied to the CRM system. Oversee the procedures and processes for all aspects of the Supporter Experience Program. Manage the Supporter Experience Team to implement successful outbound telemarketing campaigns to meet KPIs. WH&S Responsibilities Follow Guide Dogs NSW/ACT WH&S policy, procedures and rules, and follow safe work practices. Report any hazards and incidents as soon as possible, whether or not someone was injured. Participate in WH&S consultation meetings to discuss workplace safety in the department. Assist in the return to work process for yourself or any work colleagues following injury. Participate in WH&S activities such as training, inspections, investigations, evacuation drills, WH&S meetings and risk assessments as required. Do not misuse or interfere with anything which is provided in the interests of workplace health and safety. 3. OTHER DUTIES & RESPONSIBILITIES: Other related duties as required. HR Position Description April 2018 Page 2 of 5

3 Participate in personal development opportunities. Keep informed on company procedures and policies. Conduct all activities in a manner consistent with the Workplace Behaviour Policy. 4. SUPERVISORY RESPONSIBILITIES: All Reception and Supporter Experience staff members. 5. KNOWLEDGE & SKILLS: Essential At least 2 years experience in a similar role. Degree in Marketing or equivalent. Customer service delivery focussed. High level of communication skills, both oral and written. Demonstrated ability to manage, lead and develop a team. Ability to proactively build and maintain positive relationships, coupled with strong customer service skills. Experience in complaints management. Comprehensive experience working with Customer Relationship Management systems (databases), online software for banking processes, and strong Microsoft Office skills. Experience in business improvement processes to increase both time and cost efficiencies. Good organisation and time management skills to meet deadlines. Superior administrative ability. Able to manage the physical demands and inherent requirements of the job and complete the tasks and duties as stated. 6. PHYSICAL DEMANDS OF THE ROLE: This is primarily an office-based role, with a high degree of computer work. High level of activity (80% or more of time spent performing these activities) HR Position Description April 2018 Page 3 of 5

4 Activity Description Existing controls Computer work and some phone work. Potentially dealing with a high level of customers who may have unreasonable requests or demands. Sustain a sitting posture for more than 80% of the working day: static arm, neck, shoulder and back posture and hand, wrist and finger fine motor skills. Capacity to maintain a high level of customer service and potentially manage conflict or emotional distress when dealing with difficult customers. Ergonomic office set up. Breaks as required. Headsets for phone calls. Manager support. If required, customer service training can be provided. Low level of activity (10% or more of time spent performing these activities) Activity Description Existing controls Lift and carry mail boxes, files and file boxes. Collate letters and fill envelopes. Requires full range of movement in shoulders and elbows, adequate pelvic stability and trunk strength. Dynamic standing, pivoting eye-hand coordination. Requires adequate hand, wrist and finger motor skills. Adequate pelvic stability and trunk strength. Boxes weigh no more than 10kgs. Lifting trolley provided. Where possible, work conducted at bench height. 7. WORKING CONDITIONS & ENVIRONMENT: Open office floor plan, surrounded by your team and manager (along with other departments within Guide Dogs). Professional environment. HR Position Description April 2018 Page 4 of 5

5 Date Commenced Employment: Employee s Signature: Date: Print Name: Manager s Signature: Date: Print Name: HR Position Description April 2018 Page 5 of 5