Supporter Care Officer

I am committed to:

• the mission of Caritas Australia in our quest to end poverty and injustice through the realisation of human dignity for all people
• the principles of Catholic Social Teaching which underpin our work, such as dignity of the human person and the common good
• our Code of Conduct which outlines the professional behaviour that is expected of me
• the safeguarding of children and vulnerable adults in line with laws, standards and Caritas Australia’s policies and procedures

In my role, I am accountable for:

• providing an outstanding supporter care experience for Caritas Australia’s supporters according to service standards and through various communication channels
• maintaining a suite of responses to common supporter queries, ensuring accuracy, relevance, and alignment with Caritas Australia’s approved messaging
• proactively engaging with supporters to ultimately retain their connection with Caritas Australia, offering adjustments to their level of support as appropriate.
• consulting with and informing relevant stakeholders, responding to supporter contacts in a timely manner, including investigating & resolving complaints, questions and enquiries
• end to end processing of donations including specialised donor groups and resolving all follow ups, ensuring accuracy, adherence to process, compliance and quality standards
• receipting and acknowledgment of all gifts and donations made to Caritas Australia
• managing campaigns and supporter data with confidentiality and accuracy, including campaign maintenance, data entry and case management in the CRM database
• conducting administration tasks and providing assistance to other areas of Engagement and Sustainability and Caritas Australia colleagues as required

For this role I need these skills and experience:

• Superior customer service skills, ability to represent Caritas Australia in a professional manner at all times
• Warm and engaging phone manner with experience in a call centre or phone-based customer service role
• Excellent verbal and written communication skills
• Keen eye for detail and accuracy, coupled with strong administrative and procedural skills
• Demonstrated high computer literacy, including Microsoft Office
• Accurate and efficient data entry skills, with experience in CRM/databases (preferably Salesforce) and case management software
• Proven time management skills, able to manage competing deadlines without compromising quality
• Able to work well within a team and build collaborative work relationships, but equally able to use own initiative and work independently

In my role, I will interact primarily with:

• Supporter Care Lead – to keep informed on work in progress, receive guidance and to escalate issues as required
• Supporter Services Team – to collaborate and work through daily tasks and team requirements
• Fundraising and Philanthropy Teams – to collaborate to provide administration and systems support for fundraising and engagement campaigns when needed
• Community Engagement Team – to collaborate to resolve feedback and complaints made to members of the community engagement team
• Caritas Supporters and Donors – to receive and resolve general enquiries, requests and feedback, and assist with the processing of donations

For this role I am required to have:

1. Working with Children Check
2. Police check
3. Counter terrorism clearance