Supporter Care & Engagement Coordinator
Job No:
Berry2992
Location:
Melbourne, VIC
- Richmond Location
- Full time permanent position
- Great Salary packaging benefits
Join Victoria’s largest independent child welfare organisation and become a vital part of a team that never gives up doing whatever it takes for kids. We believe everyone should have a good childhood, growing up in families and communities where they feel safe, nurtured and have hope for the future.
About the Role
Supporter Care & Engagement Coordinator plays an integral part in driving best-in-class customer service, building loyalty and lifetime value and is first point of contact between Berry Street and our supporters. The role manages a small team and is responsible for providing direct front line customer service support to both our financial and non-financial supporters.
The responsibilities will include:
- Ensure and monitor all the communications with supporters including all the complex and difficult queries are managed in accordance with the standards of best customer service and, escalated on time and that any enquiries, complains and feedback are responded to within agreed service level agreement and protocols.
- Work closely with the Loyalty & Retention Manager to develop and implement the new supporter journeys – incorporating both mail and email touch points – for Regular Giving and Single Giving programmes.
- Lead, inspire and mentor a team of acquisition, growth, retention and database fundraisers.
- Provide support, coaching and mentoring to staff, monitoring workloads and identifying training and development opportunities
About You
You will be an inspiring coordinator, who plays a leadership role, builds a positive can-do culture and instils our Values of courage, integrity, respect, accountability and working together.
Demonstrated experience with creation and continues development of Supporter Care processes including donation processing, dealing with supporter enquiries and managing database processes around donation required in this role. Previous experience in working with a regular giving program and The Raiser’s Edge CRM system are highly desirable.
What Berry Street can offer you:
- Fulltime permanent position conveniently located in Richmond
- Ongoing training and development opportunities
- Not-for-profit Community Service Organisation
- Competitive, above Award rates and salary packaging benefits
- A great friendly environment
- Focus on positive work/life balance
Queries to Paul Boland, Loyalty and Retention Manager on (03) 9429 9266
Applications including resume, cover letter and statement addressing the key selection criteria to be submitted by Monday 28th January at 11pm
To download the Position Description, please click here
To download the Key Selection Criteria template, please click here
Berry Street are committed to the safety, participation and empowerment of all children, including those with a disability and culturally and/or linguistically diverse backgrounds. Berry Street are also committed to cultural safety, inclusion and empowerment of Aboriginal children, their families and communities. Comprehensive reference and background checking will be undertaken, including a Working with Children Check and police check. Aboriginal people; people from culturally and/or linguistically diverse backgrounds and people with a disability are encouraged to apply.