Supporter Experience and Retention Officer
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What you'll do
- Provide high level service and support to donors by actioning donor queries (receipts and general queries/compliments/complaints)
- Answer incoming calls and make outbound calls to donors without Relationship Managers (RM) through our Genesys Platform
- Help design and coordinate donor recognition activities including post-campaign recognition
- Support the Supporter Experience Acquisition and Growth team in delivery of their Campaign revenue, acquisition and retentions targets
- Provide a collaborative and integrated donor liaison supporting the growth of donor segments from Individual Giving, Regular Giving and Transformational Gifts
- Updating core donor communication requests and database administration of Core Donors
What they're looking for
- 1-2 years experience in a customer centric environment/relevant role
- Experience in communicating (phone/email/letter) with a wide range of donors/customer who may have queries, complaints and/or donations
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Number of Positions Available:
ABOUT US
The Salvation Army is a Christian movement and one of Australia's largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and opportunity.
About the Role:
We currently have a permanent, full time, opportunity for a Supporter Experience and Retention Officer that will be based in our Blackburn, Melbourne office and will report to the Team Leader Supporter Experience and Retention.
The successful candidate will support the delivery of the Donor Stewardship program and Donor Journeys across multiple fundraising channels. This is a wonderful opportunity to support the national fundraising strategy, provide clear and integrated communications to our donors and improve the overall productivity of the Donor Services team.
Key Responsibilities:
- Provide high level service and support to donors by actioning donor queries (receipts and general queries/compliments/complaints)
- Answer incoming calls and make outbound calls to donors without Relationship Managers (RM) through our Genesys Platform
- Help design and coordinate donor recognition activities including post-campaign recognition
- Support the Supporter Experience Acquisition and Growth team in delivery of their Campaign revenue, acquisition and retentions targets
- Provide a collaborative and integrated donor liaison supporting the growth of donor segments from Individual Giving, Regular Giving and Transformational Gifts
- Updating core donor communication requests and database administration of Core Donors
About You:
- 1-2 years experience in a customer centric environment/relevant role
- Experience in communicating (phone/email/letter) with a wide range of donors/customer who may have queries, complaints and/or donations
Why Work for Us:
- Work/life balance including option to work a 9 day fortnight!
- Eligible employees can access NFP salary packaging
- Opportunity for training and career development
- Employee Assistance Program
- Discounted health and fitness programs
- Up to 8 weeks leave per year through our purchase leave scheme
- Up to 5 days paid leave per year to support a TSA program or activity
- Free, onsite parking
How to Apply:
We are looking for compassionate people who share our mission and values, if you have the passion and drive to commit yourself to a challenging and rewarding role; we invite you to apply via the link and submit a current CV and a cover letter which details your alignment with the essential requirements of the role.
The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.
The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check.
We value Integrity, Compassion, Respect, Diversity, and Collaboration
Company
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