• Workplace flexibility including monthly RDO
• Based from our Sydney Office
• Full Time, ongoing contract
• Join a diverse global network of local organisations working for people and planet in 100 countries
• Work in a high performing, values-driven organisation

About Us

WWF-Australia is an award-winning and innovative organisation determined to do things differently. We use our superpowers to partner in delivering nature-positive solutions, empowering communities, and halting climate change - in Australia, the Asia-Pacific region, the Southern Hemisphere and globally. We are a values-driven organisation with a diverse global network of local organisations working in 100 countries. We work as a catalyst with communities, First Nations, governments, businesses, innovators, and philanthropists towards our global mission: to build a world where people live and prosper in harmony with nature. 

Learn more about our 60-year history: https://www.youtube.com/watch?v=5OluzruE9zE

About the role

The Supporter Relations Team provides exceptional customer service as the first point of contact for the public and donors wanting to find out more about WWF's work and to discuss their support for the organisation. There is a strong focus on retention to support the regular giving program, as well as engagement to help strengthen donor relationships that encourage loyalty and additional ways of giving.

Taking a supporter-centric approach, this role is responsible for holding inspiring and informed conversations via phone, mail, email and other digital channels to help elevate the overall WWF-Australia supporter experience. This role is also responsible for effectively utilising the customer relationship database to ensure donations and interactions are correctly tracked.

Key Accountabilities (Refer to PD for full list of Key Accountabilities)

• Adopts a supporter-centric approach to all activities and interactions to deliver an outstanding supporter experience through every communications touch point.
• Provides exceptional customer service in all interactions through phone, mail, email and other digital channels, with a view to inform and inspire supporters about ways they can donate, support campaigns and initiatives, and encourage wider supporter participation.
• Communicates in a warm and professional way to all requests within the agreed response times, ensuring enquiries are proactively addressed, actioned and recorded, or escalated.

Skills, Knowledge and Experience (Refer to PD for full list of Selection Criteria)

• Excellent communication skills, both verbal and written.
• Demonstrated experience in delivering high levels of customer care.
• Demonstrated track record in achieving call rates to exceptional call and data handling standards.

Our Commitment to Diversity: WWF values diversity and is building a workforce that reflects the community we serve. WWF is an equal opportunity employer and Aboriginal & Torres Strait Islander peoples, people from culturally & linguistically diverse (CALD) backgrounds, sexuality and gender diverse (LGBTQIA+) community members, and people living with disabilities are encouraged to apply.

Our Commitment to Safeguarding: WWF-Australia is committed to acting with respect and upholding the human rights, welfare and dignity of all persons we employ, engage with or who are affected by our activities and work, with special regard for vulnerable individuals and children.

As part of your employment, you will be required to undergo background checks relevant to your position (eg. Police Checks, Working with Children Checks, Reference Checks), abide by our safeguarding policies, and sign our Safeguarding Code of Conduct.

Applications

Applicants can apply via the Apply Now button. Only those applicants applying online via the eRecruitment System will be considered. You are encouraged to apply early as interviews will commence on a rolling basis. 

Please include the following two attachments: (1) a cover letter/statements against the selection criteria and (2) your resume (CV).

Note that applicants require current unlimited working rights in Australia to be eligible for this role.

A position description is attached.