UNICEF is the world’s largest children’s charity working to protect vulnerable children, globally and here in Australia. Run entirely on voluntary donations, we work to improve the lives of every vulnerable child, no matter who they are or where they live. Every day our teams are on the ground in 190 countries working with local partners to deliver lifesaving help and create lasting change. From vaccinating children in war zones to providing early childhood education access in Indigenous communities, donations help us to protect every child, no matter what.

We are offering a full-time twelve-month contract position, working in a flexible environment, built around the diversity of our team and their needs. A competitive salary commensurate with the not-for-profit sector is offered together with a broad range of wellbeing benefits.

What we are looking for

A detail oriented and passionate Supporter Experience Representative to join our Fundraising and Communications Team. Reporting directly to the Team Lead, Supporter Experience, you would be responsible for providing exceptional customer service to current and potential UNICEF Australia supporters, as well as processing donations and executing supporter-related administration.

Your day will include:

• Answering inbound phone calls and emails; providing information about UNICEF Australia and responding to queries
• Responding, escalating and documenting feedback and complaints into our Salesforce CRM system
• Processing donations received via inbound channels, including mail, and process them through Salesforce CRM system
• Data entry including updating supporter information
• Coordinating with campaign management staff to ensure two-way communications during campaigns
• Working on cross-cutting projects aimed at improving the end-to-end supporter experience

We would like you to have the following skills and experience

• Track record of customer service experience, ideally handling a high volume of inbound calls and emails, including complaints management skills
• Strong collaboration skills, being a team-based environment
• Strong communicator and diplomacy
• Ability to multi-task, prioritise and work in a busy environment
• Ability to be self-directed, take initiative and problem solve
• High attention to detail and accuracy
• Enthusiastic team member with a positive attitude able to build relationships with a various range of people
• Understanding and commitment to the rights of children and the work of UNICEF

What will it feel like to work at UNICEF Australia

• An environment and culture built on the importance of teamwork, collaboration and shared purpose
• Sector leading salary packaging and a competitive salary commensurate with the NFP sector
• A flexible work environment with balance between home and office work, which puts the wellbeing of our staff at the centre of our decision making
• A positive and values-driven work culture which celebrates our achievements and recognises our teams
• A wellbeing package which includes such things as access to Birthday leave, EAP (Employee Assistance Program), nutrition, exercise, financial and legal support
• Commitment to our child-first philosophy with generous paid parental leave and offering 
• The opportunity to support a global impactful cause and make a difference for every child 

How To Apply

To apply for this fantastic opportunity please select "Apply Now" and submit the following documents in PDF format:

• Your Cover Letter, outlining your relevant experience and highlighting a summary of your strengths
• Your CV 

For further information, please be in touch with our People & Culture Team: [email protected] using the subject line: Supporter Experience Representative enquiry via EthicalJobs.

All applicants are required to be legally entitled to work in Australia. UNICEF Australia has a zero-tolerance approach to abuse and exploitation and adheres to strict safeguarding principles. All successful candidates will be required to undergo rigorous background checks (including National Police Check and Working with Children Check) and sign and abide by our Code of Conduct on Child Safeguarding & Protection from Sexual Exploitation and Abuse.