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Customer Retention / Supporter Care Officer

Canteen Australia

About Canteen

Just when life should be full of possibilities, cancer can crash into a young person’s world and shatter everything. Canteen provides young people impacted by cancer, and their parents, with access to a team of Allied Health Professionals who deliver programs, counselling and a range of other group and individual support activities.

The team at Canteen assist these young people to access the support they need to develop and maintain the skills and confidence to live healthy and happy lives.

Benefits & Culture

Canteen’s unique culture offers an inspiring, rewarding and purposeful experience enabling you to be at your best, together with a range of benefits including tax-effective salary packaging, generous leave entitlements and professional development opportunities.

Job Summary

As part of the Supporter Care team, you will be responsible for maintaining high quality relationships with Canteen’s supporters to ensure the achievement of revenue, retention and relationship goals. 

In this customer service & sales role you will be responsible for forging and sustaining long term relationships with new and existing supporters to increase revenue, reduce supporter attrition and grow loyalty. While the bulk of supporter care focus is associated with Canteen’s large regular giving portfolio, this role is responsible for the provision of high levels of customer service to supporters, inbound and outbound call and email handling across all fundraising portfolios, complaint handling, donation processing and accurate updating of supporter information in Canteen’s system(s).

Selection Criteria

Experience, Knowledge & Skills:

  • Demonstrated customer service experience for a charity or commercial organisation
  • Demonstrated sales skills; tele-sales, call centre, face to face or fundraising experience will be highly regarded
  • Superior customer service & retention skills
  • Excellent database and data entry skills
  • Solid attention to detail is essential
  • Outstanding verbal and written communication skills
  • Strong organisational and administrative skills
  • Team player with the ability to build internal and external relationships with ease.
  • Good computer skills, especially MS Office and familiarity with databases like Salesforce

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
  • Professionalism and attention to quality and detail
  • A warm, friendly and engaging manner; 
  • Desire to work for Canteen, affinity with our Mission, desire to work with young people

Employment Details:

Location: Sydney

Job type: Permanent, full time

Hours of work: 37.5 hours per fortnight

Application Info:

First round reviews of applications will occur the Wednesday before on the 22nd September.

For more information about the role please click here.

As Canteen’s work involves employees being in direct contact with children and young people, employees are required to complete police and working with children checks, relevant to the State in which they will be employed.  As an Allied Health Professional organisation we are encouraging our staff to be vaccinated.

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