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Customer Experience Team Manager

Starlight Children's Foundation Australia

About us

At Starlight we know that sick kids are still kids. So our mission is to brighten the lives of seriously ill children, and their families, by replacing the pain, fear and stress experienced through hospitalisation and treatment with programs that deliver fun, joy and laughter.

About the Role

The Customer Experience Team Manager is responsible for leading and coaching a team of five to continue to deliver high quality interactions for Starlight's supporters & build ‘winning’ relationships through the delivery of outstanding supporter service. The team plays an important role by contributing to the success of Starlight’s fundraising programs by implementing best practice processes and retention strategies, all whilst creating exceptional customer experiences.

The Customer Experience Team Manager has an opportunity to make the role their own by implementing strategies to simplify, optimise and enhance customer experience through the different channels our incredible supporters use to contact us e.g. phone, website, email or social media.

About You

You are a natural networker, with exceptional relationship management skills and an ability to build rapport and trust with a variety of stakeholders from diverse backgrounds through various channels. Along with this you're driven to make an impact by using your leadership and influencing skills in a collaborative, high-impact organisation.

  • Strong leadership skills with the ability to coach, mentor and support team members across different skill levels
  • Lives and breathes supporter-centricity, always puts the supporter first and delivers a positive supporter experience at every touchpoint
  • Ability to manage and prioritise tasks simultaneously
  • Excellent problem-solving skills and the ability to take ownership of challenges
  • Excellent interpersonal and communication skills (written and verbal)
  • Friendly, courteous and respectful phone manner as well as the ability to display kindness and empathy in all interactions
  • Excellent complaint resolution skills & instincts
  • Ability to apply appropriate discretion and confidentiality
  • High attention to detail and accuracy
  • Proactive team player with willingness to assist across the group
  • Minimum 12 months experience in Team Leader/Supervisory or Leadership role experience in leading, coaching and developing a team
  • Minimum 12 months experience in a customer service role
  • Previous experience with a CRM / Database system

what's next?

Starlight's vision for reconciliation is to embed values of awareness, acknowledgement and respect for Aboriginal and Torres Strait Islander Peoples and their culture within our organisation. We welcome applications from people of Aboriginal and Torres Strait Islander heritage.

Candidates will be required to complete a Working With Children and Police Check before any offer can be made.

A position description is attached.

How to apply

This job ad has now expired, and applications are no longer being accepted.
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