• Full Time, Permanent position
• Location: Sydney or Melbourne with WFH options!
• Great salary of $62500 + Super + NFP Salary Packaging
• Make a meaningful difference to the lives of Australians in need

Life at Mission Australia

When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive. United by our Christian purpose and values, we stand together with anyone who needs us, for as long as they need us. Find out more about us and our purpose.

Your Opportunity

Step into a role where you'll connect, inspire, and make a real difference! As a Supporter Relations Representative, you'll play a vital role in building and maintaining meaningful connections with our valued supporters. This role focuses on delivering outstanding customer service through both inbound and outbound communications, ensuring our supporters feel informed, appreciated, and engaged with our mission.
Your day will be dynamic and varied, with around 50% of your time dedicated to outbound calls, 15% to inbound calls, and 35% spent on administrative tasks such as emails, call listening, and general support. This is a fantastic opportunity to be at the heart of supporter engagement, making a direct impact on our ongoing work by nurturing relationships that enhance loyalty and support.

Your key responsibilities will be to:

• Provide outstanding donor-centric service through inbound and outbound calls, handling feedback, service requests, and donations while ensuring timely first-contact resolution where possible.
• Manage supporter records, including updates, cancellations, and responding to emails and SMS inquiries.
• Assist in maintaining accurate data within the Fundraising & Marketing database, and complete various administrative tasks such as supporter surveys, letters, and thank-you cards.
• Contribute to fundraising income generation through donor engagement, retention strategies, and participation in ongoing campaigns, while assisting with documentation and process improvements.
• Support new team members with training and onboarding, and ensure quality control by conducting call listening for telemarketing agencies.
• Manage refund requests, issue receipts, and ensure compliance with Mission Australia's policies, processes, and guidelines.

Requirements for Success :

• Proven experience in customer service or supporter relations, preferably within a not-for-profit (NFP) environment.
• Strong written and verbal communication skills, with the ability to engage people from diverse backgrounds.
• Excellent customer service skills with the ability to manage sensitive situations effectively and maturely.
• High attention to detail and accuracy in data entry, with proficiency in Microsoft Office (Word, Excel, Outlook).
• A self-motivated individual who demonstrates initiative and resilience; experience with regular giving programs is a plus.
• Experience using Customer Relationship Management (CRM) systems; Microsoft Dynamics CRM experience is desirable.

Before starting work with us, you will need to undertake a national police history check, qualifications, and referee checks, and have a clearance to work with children/vulnerable people.

Our culture

Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career.

We prioritise the safety and wellbeing of everyone, both within our team and the individuals we serve.

We are committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. So, whoever you are, if you're skilled and actively support our purpose and values, you would be welcome at Mission Australia.

If you live with disability and require support to submit your application, please email [email protected] using the subject line: Supporter Relations Representative - Sydney / Melbourne enquiry via EthicalJobs or visit our Careers page for additional contact details. Find out more about a career with Mission Australia.

Your benefits

• Rewarding work - every day you know you're making a real difference
• Not-for-profit salary packaging, reducing your tax (details via AccessPay)
• Free external, confidential counselling and access to chaplaincy support
• Volunteering opportunities
• Extra leave available including an additional public holiday, additional annual leave day on your work anniversary and the opportunity to purchase further annual leave.

How to Apply

Click 'Apply now' and send your application today! As a committed Circle Back Initiative employer, we will respond to your application.