• Opportunity to work with a highly regarded, award-winning organisation - National Breast Cancer Foundation - and find meaningful work in the for-purpose sector.
• Full-time 12-month max. term contract, in beautiful Sydney CBD (2000) offices.
• Seeking passionate and customer-service driven candidates to work alongside a team, supporting and coaching them to provide the highest levels of service.

The National Breast Cancer Foundation (NBCF) is Australia's leading not-for-profit organisation funding world-class breast cancer research towards their vision of Zero Deaths from breast cancer.

Since their inception in 1994, NBCF has invested over $200M into more than 600 world-class research projects across Australia. In this time, death rates from breast cancer in Australia have improved by 40%.

They've seen remarkable results, but the job's not done.

At NBCF, they’re determined to create a better tomorrow. They know research matters, and it is central and critical to improving breast cancer outcomes. That’s why they fund the very best breast cancer research in Australia by awarding grants via an open national, competitive, and rigorous peer review process.

With a talented and committed team and an enviable reputation, NBCF is well-positioned to achieve even greater outcomes over the coming years and change the future for all those diagnosed with breast cancer.

Role responsibilities

Reporting to the Head of Supporter Services, you will work alongside them to lead, coach and motivate the Supporter Services team in meeting their targets of processing donations, and maintaining accurate record-keeping while delivering excellence in every interaction.

• Manage team resourcing/rosters and workflow to ensure the Supporter Operations model is executed according to SLA’s and that individual KPI’s are met – this will include volunteer and temp engagement during peak periods.
• Actively lead and participate in team meetings, ensuring the team is fully briefed on upcoming campaigns.
• Support with onboarding, training and ongoing professional development of the Supporter Services team, as well as training and coaching of volunteers and temps – creating an environment of first-call resolution.
• Be the SME on training manuals, processes and systems/tools used by the team, maintaining a process improvement mindset and creating, documenting and implementing suggested improvements.
• Cross-check daily BAU activities to ensure consistency in quality and accuracy.
• Support the Head of Supporter Services with regular and ad hoc performance reporting.

Essential Requirements

• You will have a strong understanding of best practice customer service standards in a call centre environment, and be enthusiastic about finding meaningful work (or have previous experience within) in the for-purpose sector.
• Previous experience supervising and coaching a team to deliver excellent customer service within a call centre environment.
• Tech-savviness and the ability to navigate and utilise CRMs effectively (and suggest technical process improvements where necessary), and intermediate-advanced proficiency across the Microsoft Office Suite.
• Strong communication, both verbal and written, and the ability to collaborate effectively and build strong internal relationships as well as external.
• A solutions-focused and growth mindset with the ability to manage competing priorities - without cutting corners or losing attention to detail.

Why Join NBCF

• Opportunity for someone looking to explore their potential in the not-for-profit sector.
• Be part of a pivotal organisation making significant, lifechanging impact in the fight against breast cancer.
• Supportive and inclusive team that is excited to invest in opportunities for your personal and professional growth.
• Competitive salary packaging.

How to Apply

To be considered for this position please apply now with your resume directly through the advertisement. If you have any further questions, please contact Diana Linde at [email protected] using the subject line: Customer Service Team Leader - The National Breast Cancer Foundation enquiry via EthicalJobs.

Applications will be assessed as they are received.

At Beaumont People we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds and people with disabilities.

We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed we would be more than happy to discuss how that can be arranged.