The United Workers Union is seeking a highly motivated Member Retention Contact Officer based in Adelaide, Brisbane, Melbourne or Sydney.

The Member Retention Contact Officer is responsible for engagement and retention of union members using digital tools and direct engagement activities like phone calls. The Member Retention Contact Officer is also responsible for providing input to optimising team systems and processes to improve member experience and retention outcomes.

This role is offered as Part Time – 0.39 FTE (2 full days or 4 half days per week).

ABOUT UNITED WORKERS’ UNION

United Workers’ Union is a powerful member-led union whose sole purpose is to serve the collective interests of members in workplaces and communities by winning significant and long-lasting gains. The Union is driving change by growing union membership, developing leadership amongst our members, encouraging active member participation in the union, building and enforcing standards in our sectors, and campaigning both politically and in the community.

As a union with a proudly diverse membership, we are committed to equity and inclusion; and continuing to build a union that is truly representative of the workers we cover. We encourage applications from people of Aboriginal and Torres Strait Islander backgrounds, people from diverse cultural and linguistic backgrounds, LGBTIQ people and women.

KEY RESPONSIBILITIES

• Member Contact: Directly contact members via phone calls, SMS and emails to engage them and convince them to retain their membership. This could include welcome calls/SMS, payment fail calls and email/SMS journeys or other as required and involve challenging conversations.
• Member Retention: Assist the Retention Team to implement strategies using both digital platforms and outbound phone system to improve member retention for the union.
• Member Experience: Assist the Retention Team with optimising systems and process to improve efficiency, improve member experience, and deliver higher conversions for member retention projects.
• Membership Support: Assist with managing membership requests as required and deliver quality service to members. Engage in tactical campaigns to deliver member turnout in support of various industrial campaigns.
• Resolve and escalate queries or issues as required.
• Ensure that the Union’s values of equity, diversity and inclusion are upheld and promoted.
• Maintain confidentiality and observe data protection and associated guidelines.
  

KEY SKILLS

• Listening and persuasive conversation skills
• Building rapport with members
• Written and verbal communication
• Critical thinking and analysis

KEY SELECTION CRITERIA

• A passion and drive to improve workers’ lives and achieve the goals of the Union as well as participate in the unions' political and social justice agenda.
• Excellent listening and persuasive conversation skills
• Excellent written and verbal communication skills
• Ability to critically analyse processes and systems and identify opportunities to improve outcomes.
• Ability to follow process and adhere to union policy

OTHER DESIRABLE SKILLS & EXPERIENCE

• Member or customer retention experience
• Union organising experience
• Union or Political Call Centre experience

To perform this job, you will also be required to have or obtain and maintain:

• Right of Entry Permits; and
• Immunisation against COVID-19 or have a medical exemption

REMUNERATION

• $76,156 (pro rata) per annum
• 16% superannuation
• 6 weeks annual leave plus 25% leave loading

How to Apply

Please submit your resume, together with a cover letter addressing the key selection criteria to Julie Korlevska, Deputy Director (People, Culture and Change) through the UWU Dayforce Carers page 'Apply Now'.

For further information about the role, please email [email protected], using the subject line: Member Retention Contact Officer - Flexible Location enquiry via EthicalJobs.