About the organisation:

Community Shapers is a values driven boutique call centre set-up in 2014 to support the progressive movement in Australia. We believe in a compassionate, environmentally sustainable and socially equitable future and exist to strengthen the scale and impact of organisations committed to this vision. We deliver quality fundraising and advocacy phone campaigns and above industry average results for our clients, who include a variety of environmental and social NGOs, not-for-profits, think tanks, etc. We only partner with progressive clients working towards a fairer, kinder, more sustainable world, and we only hire staff who share similar values.

Community Shapers leads by example, and we are committed to upholding the utmost ethical and professional standards of fundraising, both in terms of how we treat and remunerate our staff and in how we engage our clients' supporters.

Position Summary:

The position of Account Manager is a role that will be critical to the growth of Community Shapers; allowing us to expand to offer our services to even more progressive organisations. As an Account Manager, you will share the responsibilities of client and campaign management with our team of Account Managers; together ensuring outstanding results and a positive, collaborative, and personable experience for both our clients and our callers. There is the possibility of including campaign facilitation in your role. As a Campaign Facilitator, you would manage 1-2 calling shifts/week; supporting our team of Change Agents to deliver to the best of their abilities on all our campaigns.

Key Responsibilities

ACCOUNT MANAGER (3-5 days/week)

• Managing client relationships and accounts

• Managing campaign set-up, delivery, and reporting

  • Script-writing and narrative messaging

  • Data management, regular reporting

  • Facilitation or delivery of campaign training, updates and support for callers and supervisors

• Responsible for overall campaign performance and results

• Work with the Account Management team to ensure all campaigns are running smoothly

CAMPAIGN FACILITATOR (0-2 days/week)

• Supervise calling shifts, providing technical support and ongoing training and performance support

  • Support, and motivate change agents to achieve the best possible outcomes as they engage clients' supporters over-the-phone

  • Provide administrative, technical, and campaign support to change agents on calls (training provided)

• Set-up and pack-down before/after a shift (shifts are 2.30pm - 7.30pm, Monday to Friday) and ensure a tidy, welcoming, and upbeat working space for 'change agents' (our calling staff)

• Keep up-to-date on your campaigns, and to share this knowledge in an ongoing capacity with change agents, helping maintain energy and passion for the work

• Engage with campaigns in a proactive manner, always on the look-out for improvements that can be made

• Provide administrative and reporting support to management as required

• Work with the Campaign Facilitator team to support one another, provide consistent support for the Change Agents from across the team

MANAGEMENT TEAM

The Account Manager role sits within the Management team, and so as part of the management team your responsibilities would be to:

• Actively participate in Management Team meetings, proactively looking for ways the business can improve in its processes, delivery, and support for staff

• Support other members of the management team

Selection Criteria

Essential:

• A values-led individual seeking meaning and impact in their work, and a volunteering/study/work background that demonstrates a commitment to progressive causes

• A belief in managing and leading with integrity and by example, in managing clients, staff, and personal performance

• A pragmatic optimist; a problem-solver, who sees the good, the hope, the potential to impact change, and wants to be part of the solutions towards a more sustainable and caring society

• A people person with the ability to inspire and meaningfully support both individuals and teams to achieve the best possible outcomes for progressive organisations and/or causes

• An organised and professional individual, with strong time-management skills and an ability to focus and deliver results amidst competing demands

• Able to work independently, within teams, and in leading teams

• Confident and proactive - able to work with little oversight

• A confident and effective communicator (both in writing and in person) and listener

Desirable:

• Campaigning experience and skills

• Fundraising experience and skills

• Facilitation experience and skills

• Strong emotional intelligence

• Familiarity with data

• Ability to commit to the role for at least 2 years

This position is offered as a part-time (four day/week) or full-time position at the salary range of $58,000 - $80,000 pro-rata (excluding super), depending on experience. Our ideal candidate would be available to commence in this role in late July/early August, if not earlier.