Supporter Relations Officer

About us

ChildFund Australia is an independent international development organisation working to reduce poverty for children in developing communities. Our mission is to partner to create communities and systems change, which enables vulnerable children and young people, in all their diversity, to assert and realise their rights.

We're also a member of the ChildFund Alliance – one of the world’s oldest and most experienced child-focused development agency networks. With a global network of 12 organisations, the ChildFund Alliance assists almost 23 million children and families in 70 countries around the world.

ChildFund Australia directly implements and manages development programs in Cambodia, Laos, Myanmar, Papua New Guinea, Timor-Leste and Vietnam, while also supporting projects delivered by partner organisations throughout Asia, Africa and the Americas;  our work is funded through, among other sources, generous public donations and government grants.

Join us in realising our vision of a world without poverty where all children and young people can say: "I am safe. I am educated. I contribute. I have a future."

About the role

As part of the Supporter Relations team, you will act as the primary point of contact between supporters and the children they sponsor, by effectively sharing information on sponsored children and their communities with supporters on behalf of ChildFund Australia. As part of this role, you will ensure the accurate & timely entry of data into our system and provide administrative support to the Supporter Relations team.

This role is full-time, and based in our office in Surry Hills in Sydney. ChildFund Australia also supports our staff in maintaining a sustainable and healthy work-life balance, so we're supportive of flexible working arrangements and hybrid work as well!

We're always looking for ambitious and talented people looking to further develop their careers, so we strongly encourage you to apply, even if you feel you don't meet all of the requirements right now!

Key duties of the role

• Manage supporter-related phone, email and online enquiries
• Liaise with ChildFund Australia Country Offices and ChildFund International Country Offices to ensure supporter queries are answered promptly
• Inform supporters of any changes in the sponsorship status of the sponsored child and community
• Respond to and handle complaints from supporters
• Data entry of supporter information to ensure an accurate database as well as to record campaigns, fundraising and telemarketing responses
• Process supporter donations, update payment methods, and process missed instalments
• Update & process credit card & direct debit changes, and action supporter cancellation requests
• Assist with regular giving program administration, including creating new records and updating communication preferences
• Proactively call supporters for various retention campaigns (outbound calling)
• Understand & explain key aspects of our programs and how they relate to donations received
• Assist the Supporter Relations team by completing other administrative tasks as required e.g., printing, incoming/outgoing mail, scanning etc.
• Promote and integrate gender equality, disability, and social inclusion into day-to-day work

Qualifications & Experience

• Experience in customer service
• Experience with the accurate and timely entry of data
• Proven ability to work effectively under pressure
• Proficiency in the use of standard software applications
• Solid experience in office administration

Desirable Qualifications & Experience

• Knowledge and/or experience in using Salesforce
• Prior experience in a not-for-profit organisation
• Prior experience in a call centre
• Demonstrated understanding of gender equality, disability, and social inclusion

Skills

• Analytical & detail-oriented
• Excellent customer service & communication skills
• Effectively manages multiple tasks simultaneously
• Exceptional written communication & drafting skills
• Adaptable & confident change champion
• Highly organised & efficient

Working at ChildFund Australia

As a valued member of ChildFund Australia, you will join an ambitious, passionate and collaborative team unlike anywhere else, and your contribution will be valued in many ways, including through:

• An attractive and fair remuneration package aligned with employment conditions and laws, and benchmarked against the local market to ensure we offer competitive employment conditions appropriate to our sector

• Flexible working arrangements, allowing you to maintain a healthy and sustainable work-life balance

• A hybrid working model, on a standard 50 in-office/50 WFH basis, allowing you more flexibility in the ways you work

• Salary packaging benefits that allow us to reimburse you for some personal expenses without having to pay some tax normally payable

• Our Employee Assistance Program (EAP) Uprise, which gives you access to assistance for personal, family, mental health, and employment-related matters for you and your family, including free external, professional and confidential counselling assistance.

• Our Learning & Development approach that enables you to have the information, skills, and knowledge needed to do you job and to grow in your position. We support staff in building their capacity and support you with on-the-job experience, coaching, formal training, and the ChildFund Academy.

Department: Supporter Relations

Location: ChildFund Australia, Level 8, 162 Goulburn Street, Surry Hills NSW 2010

Employment: Full-time

Reports to: Head of Supporter Relations

Other Information: Must have full working rights in Australia.

Applications will be considered on a rolling basis, so please don't hesitate to apply as soon as possible!

Please contact hr@childfund.org.au if you have any other questions about the role.

ChildFund Australia believes in a global community where children are safe and can reach their full potential. We take extensive steps to safeguard children in any work done by our people, i.e., our staff, volunteers and interns, supporters, partners, board members, ambassadors and suppliers. We strive to keep children safe through child safe practices, and rigorously ensure we prevent, oppose, and combat all exploitation and abuse of children and vulnerable people. As part of this commitment, all people working with us will undergo relevant background checks before joining ChildFund Australia.

Remain alert and responsive to any child safeguarding or sexual exploitation, abuse, or harassment (SEAH) risks, acquire relevant knowledge and skills to promote strong safeguarding practices, understand the child safeguarding and PSEAH policy and procedures, and conduct yourself consistent with those policies.

In line with our values, diversity of people and ideas is critical to our work and our success at ChildFund Australia. We strive for a team culture that is welcoming, inclusive, and supportive. Childfund is an Equal Employment Opportunity (EEO) employer and strongly encourages people from all backgrounds, abilities, and identities to apply for any vacancies.