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Supporter Engagement Specialist


Make-A-Wish® Australia makes wishes come true for critically ill kids, building resilience and complementing medical treatment. We're working hard to make sure that in future, every single child battling serious illness can experience a vital wish journey.

We are excited to be recruiting for a dedicated and enthusiastic customer service professional to join the team at the Head Office located in Richmond as the first point of contact for supporters and stakeholders. If you believe you have what it takes to deliver truly powerful wishes that help kids and teenagers in their fight against life-threatening illnesses, then don't miss this rare opportunity to join the Make-A-Wish team.

This Supporter Engagement Specialist role is responsible for the day to day inbound and outbound communications to engage and retain the Make-A-Wish supporters. You will also be responsible for ensuring a customer-centric approach is taken to deliver outstanding service to create long term supporters and advocates for Make-A-Wish Australia. This position is a full-time 6 month contract role working Monday to Friday and is likely to require the successful applicant to occasionally work between a later start and finish time to service interstate customers and colleagues.

Some of the key responsibilities of the position:

  • Ensure every supporter who contacts Make-A-Wish through the Supporter Engagement team is treated with respect and understanding, receives a personalised response and has a positive experience
  • Deliver timely, professional customer service & care to existing and prospective donors and supporters, principally via phone, email, and mail
  • Listen, resolve, and respond to supporter enquiries and complaints in a professional, efficient and effective way in accordance with relevant Make-A-Wish policies and customer service standards
  • Conduct outbound contacts that drive engagement, loyalty and advocacy, including welcome calls and thank-you calls
  • Contact customers as needed to assist with their support/donations
  • Support organisational marketing campaigns, assisting customers with enquiries/issues/feedback and accurately capturing the required data
  • Update supporter information into the Salesforce database

To secure this exciting new opportunity, you will possess:

  • Demonstrated experience in a phone-based role, ideally within a customer service, reception or call centre environment managing and responding to a high volume of enquiries
  • Excellent communication and interpersonal skills
  • Effective problem solver
  • A high level of emotional intelligence and ability to show empathy whilst maintaining a high level of resilience
  • Proven experience in making many outbound phone calls within required deadlines
  • Experience in working with databases, ideally Salesforce platforms with sound computer skills and a strong knowledge of the Microsoft Office package
  • Very high attention to detail and understanding of the importance of accuracy and data integrity with high level data entry skills
  • Proactive team focused individual with a 'can do' attitude

In return Make-A-Wish offers the opportunity to help make a life-changing difference for really sick kids and their families - what could be a better motivation?

If all of the above has peaked your interest and you have the experience and drive to succeed in a role where you can truly help make a difference, then click the link to apply now or email careers@fibrehr.com.au using the subject line: Supporter Engagement Specialist enquiry via EthicalJobs.

We look forward to hearing from you!

Make-A-Wish Australia is proud to be a child-safe organisation. Our recruitment practices are strictly adhered to during the application and interview process and include thorough screening to ensure that anyone that joins us at Make-A-Wish aligns with our values and commitment to child safety. Only people with the right to work in Australia may apply for this position.

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