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Supporter Care Lead - Flexible Location

Amnesty International Australia
  • Are you a passionate and motivated human rights defender?
  • Opportunity to help challenge injustice using your strong leadership and customer service experience
  • Permanent, full time role based in any of our Action Centres

We have an exciting opportunity for a passionate individual to lead our Supporter Care team as part of our Supporter Engagement business unit. Our Supporter Care team is our first point of contact, providing high quality customer service for our supporters, members, activists and members of the public. Our Supporter Care team also feeds back to the organisation information such as complaints and compliments, interests and how much volume activities have generated across the breadth of the organisation to help achieve AI Australia’s organisational goals and solidify our human rights impact.

The Supporter Care Lead will develop, implement and evaluate Amnesty's Supporter Care strategy across all channels including online, telephone and in person, to ensure that the Supporter Care team delivers customer service that exceeds supporter expectations and addresses the concerns of those in need of support.

The successful applicant will manage a geographically dispersed staff team of six and will ensure that the team is consistently achieving agreed Supporter Care KPIs, including 'saving’ regular donors from cancelling gifts to agreed performance standards, and providing high-quality services to supporters, activists and individuals seeking human rights support, including basic events administration/promotion, logistical support for volunteers and activists and triaging/referring requests for support as needed.

As part of this role, you will:

  • Development, implementation and regular evaluation of Amnesty's Supporter Care Strategy (all channels) to enhance our supporter relationships and build stronger retention
  • Assist in defining the measurement of supporter engagement metrics and results as well as appropriate KPIs
  • Regular provision of supporter insights to inform supporter engagement, fundraising and activism strategies
  • Management of the Supporter Care Team and all processes to agreed KPIs and standards, including providing direction, feedback, mentoring and supporting the development of the team and individuals on an informal and formal basis
  • Developing cross-organisational relationships and providing clear and timely communication to internal stakeholders as required

To learn more about this role, please view a detailed position description. You must attach a resume and address the following selection criteria in your Cover Letter as part of your application.

Selection Criteria:

  1. Describe how you go about building internal and external stakeholder relationships.
  2. What do you see as the most important factors in leadership to ensure the team is both performing well and enjoying their work?
  3. Provide an example of when you’ve led a strategic process to enhance the performance of a team and reach organisational goals?

AIA is committed to making reasonable adjustments for candidates with a disability or other access needs during the recruitment and selection process. If you require reasonable adjustments to be made during the recruitment and interview process, please email us at humanresources@amnesty.org.au using the subject line: Supporter Care Lead - Flexible Location enquiry via EthicalJobs.

Diversity, Equality and Inclusion at Amnesty

We are committed to equal opportunities in all areas of our work, community and partner relationships. We want people to achieve their full potential, which will positively impact on our work and the communities in which we operate. At AI Australia, our values empower people to be themselves within an inclusive and supportive environment. We are a movement of people from all walks of life around the world. We intend to actively contribute to building a more diverse and inclusive team.

About Us:

Amnesty International Australia is one of Australia’s largest not for profit organisations. We are a global movement of 8 million people who courageously campaign for human rights for everyone.

We’re ordinary people from all walks of life, standing together for justice, freedom and equality. We use our passion and commitment to bring torturers to justice, change oppressive laws and free people imprisoned just for voicing their opinion.

We’re independent of any government, political ideology, economic interest or religion to ensure we can challenge the injustice of human rights abuses wherever they occur.

Every day we move closer to a world where human rights are enjoyed by all.

We stand for equality, justice and freedom and uphold these values:

  • Empowerment - we build people power
  • Persistence - we are resolute in pursuit of our goals
  • Integrity - we hold ourselves to the highest standards
  • Courage - we are fearless in upholding human rights

How to apply

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