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Customer Service Coordinator

Our Community
  • Great opportunity to use your strong customer service skills & make a difference
  • Join an innovative, family friendly , flexible workplace
  • Generous conditions of employment including 12% superannuation

About Our Community

Our Community, is a well-established, world-leading, award-winning social enterprise that provides advice, connections, training and easy-to-use tech tools for people and organisations working to build stronger communities. Our vision centres on social inclusion and social equity. Our dream is that every Australian should be able to go out their front door and stroll or wheel to a community group that suits their interests, passions and needs - or log on and do the same.

ICDA, the Institute of Community Directors is Australia’s best practice governance network for not-for-profit boards, committees, councils, schools, and their staff. The Institute delivers information, tools, training, events, qualifications and credentials to not-for-profits of all kinds.

GiveNow, is Australia’s first and most innovative giving platform – increasing donations to community causes, helping people become better givers, and providing a payment solutions hub for all not-for-profits.

We have an ambitious agenda; we’re not constrained by bureaucracy or boundaries; we’re not interested in internal politics or egos, just in contributing something useful to society. We don't have layers of management, and we don't want someone to be a cog in the wheel of a corporate system. We want you to have plenty of opportunity to make Our Community enterprises your own, and for you to be as excited about their potential as we are.

About the opportunity – Customer Service Coordinator

We are looking for an experienced, enthusiastic and energetic professional customer service coordinator to join our busy team.You’ll be working with a diverse team of high performing, committed and enthusiastic people who really care about making a difference for people and the not-for-profit sector.

You will provide outstanding customer service and technical support on a wide variety of issues, to users of GiveNow (our fundraising platform) and members of the Institute of Community Directors. The role will include phone and email-based customer support, you will investigate and respond to queries which will see you diagnose, problem-solve and report issues to as required.

You will be responsible for the day-to-day service and support. You will also work with the wider business to ensure that questions and support requests are thoroughly investigated, assessed and responded to with a high level of engagement and service.

Your day-to-day tasks will vary a lot (sometimes exciting, sometimes mundane), but it’s all focused on making not-for-profit organisations more efficient and effective.

You’ll get the opportunity to work in an ethical company with all the excitement and agility of a start-up without the headaches. We’re built on solid foundations, we’re sustainable and successful – but we’ve only just begun. We’re not interested in just keeping things ticking along. We’re builders and we’re on a mission.

About you

You’re a natural problem solver with initiative and ambition. You have highly developed ‘soft skills’: you’re friendly, engaging, compassionate, and calm. You enjoy a lively team environment and work well with others. You will thrive in this busy customer service environment, responding to calls, emails and providing technical support to users. You will have a mind for getting things done and a heart for people and you will set the bar high through the quality of the work you do and the people-oriented decisions you make.

You have the ability to ask the right questions and find the right solutions, to act with integrity and place the customer at the centre of everything you do.

Your outstanding organisation skills set you apart from others, you would be described as resourceful and a self-starter able to handle details well and promote our ethos of innovation, creativity and inclusion. You are unflappable under pressure!

Of course, you have great communication skills, enjoy working as part of a team but equally you are happy to put your head down and focus on the administrative tasks at hand.

You must also be

  • An Australian citizen, permanent resident or hold a valid work permit or visa.
  • Be prepared to undertake a police check.
  • Be fully vaccinated against COVID-19, or able to provide evidence of medical ineligibility.

Other relevant information

Please refer to the full position description for further details:

Position Description.

The nature of this role is quite varied. We know our strength comes from the diversity of our people, so we want people with different experiences and backgrounds to apply.

The Customer Service Coordinator role is full-time and reports to the General Manager, ICDA, Adele Stowe-Lindner and works closely with the Executive Director, GiveNow. This role is located at the Our Community House Front of House desk and standard business hours apply.

Our organisation is one that is as supportive and socially conscious as it is agile and explorative. Our DNA of commercial mind and social heart captures who we are at our core. We have a great working atmosphere with an inclusive, fun work culture. Our team is full of highly collaborative, diverse people with awesome skills.

In line with Victoria being the first place in the world to move to 8 hours work, 8 hours rest, and 8 hours sleep, we at Our Community are spearheading the movement to transition staff to 4 days of work and 3 days of leisure a week. We have established a taskforce and will be implementing a pilot 4-day work week (pay for 5 days) program. We want to identify opportunities to deliver 100% of the work in 80% of the time improving mental health, reducing stress and maintaining team cohesion.

Our office is located on Wurundjeri Country at 552 Victoria Street (corner of Curzon Street and Victoria Street), North Melbourne. We work in a modern, bright, art-filled, open plan office and operate in a fairly informal manner.

How to Apply

Please apply via our website.

This application is similar to a cover letter, it will enable you to include all the information you would usually include in a cover letter. You will also be able to upload your CV onto the system (applications received by other means will not be considered).

There is no specific end date for the application process, we will be reviewing and interviewing throughout.

How to apply

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