Job Description
- Join a global mission organisation and make a difference
- Create exceptional experiences with supporter who champions our mission
- A 12-month contract with potential to transition to a permanent role, based in Box Hill with flexible working options
Strategic Purpose
The Leprosy Mission Australia (TLMA) is part of a global mission group and with our network of partners we are working to reach zero leprosy transmission by 2035 and to bring about transformation, breaking the chains of leprosy, empowering people to attain healing, dignity, and life in all its fullness.
The Supporter Care team provides supporter centric care to facilitate the strategic goals of the organisation in relation to engagement of supporters. This includes active participation in donor journeys and accurate maintenance of records, communications and transactions enabling The Leprosy Mission Australia (TLMA) to work towards its Strategic Aim of partnering for impact by building and maintaining effective relationships with donors.
For more information about The Leprosy Mission Australia visit our website here
The Opportunity
We are currently looking for customer service or supporter care professionals with a supporter centric mindset who are ready to make a difference in the lives of others.
The Supporter Care Officer provides effective donor & administrative support through the processing of donations, responding to supporter queries, resolving any emerging problems with accuracy and efficiency, and proactive activities to engage with donors and the community. You will engage with supporters over the phone, via email, mail, & digital channels, ensuring excellent supporter experience and high levels of attention to detail.
The key responsibility of this role is to delight supporters who engage with TLMA through effective communication and experience management. The Supporter Care Officer acts as the key contact point for new and existing donors and ensures that every supporter has the opportunity to feel connected to the work of TLMA.
Secondary to this, the Supporter Care Officer is expected to maintain TLMA’s database and ensure supporter information is kept up to date through accurate data entry, and you will contribute to the effectiveness of TLMA’s work through efficient administration and support.
For further information of the role download a copy of the Position Description.
Essential Selection Criteria
- An understanding of and ability to operate within the Christian based beliefs and the vision, mission and values of TLMA
- Two or more years of experience in Supporter Care, Customer Service, or related field.
- Understanding of the not-for-profit sector.
- Experience in outbound donor communications across multiple communication channels
- Strong understanding of empathy led communication and supporter centric activities
- Demonstrated commitment to excellence in Supporter Care.
- High level of accuracy in data entry and strong attention to detail.
- Excellent phone manner and active listening skills.
- Strong organisational and administrative skills.
- Ability to prioritise tasks and manage time effectively.
- Proficiency in Microsoft Office 365 tools and experience with payment gateways such as eWay and SecurePay will be beneficial.
- Ability to work collaboratively with others, demonstrating patience and understanding.
- Problem-solving skills and the ability to show initiative within the scope of the role.
The Offer
The Leprosy Mission Australia offers:
- Fair and equitable base salary plus 12% superannuation
- Attractive not for profit salary packaging
- Flexible hybrid working options
Other benefits include
- Free and secure parking
- Close to public transport
- Opportunities for training and developing
To apply send us your resume AND a covering letter that addresses the selection criteria of the role and your ability to demonstrate our organisational values which are central to TLMA’s culture, for the attention of HR at hr@leprosymission.org.au
In your cover letter, please answer the following question: What does supporter centric engagement mean to you?
Safeguarding
TLMA has a zero-tolerance policy towards any abuse, neglect and exploitation to all people. It is a requirement to sign and comply with all TLM organisational policies, including the Safeguarding Policy and Code of Conduct.
Successful applicants will be required to provide a recent National Police Check certificate.
Do Applicants need to have Permission to work in Australia?
The Leprosy Mission was founded in 1874 by Irishman, Wellesley Bailey, to assist those affected by leprosy. Nearly 140 years later, it is the largest and oldest leprosy-focused organisation in the world.
While the prospects for people affected by leprosy have vastly improved, leprosy remains a disease that destroys lives and blights communities. Today, The Leprosy Mission Australia is working in some of the poorest countries of the world to meet the physical, social, spiritual, and physiological needs of those suffering from leprosy and other forms of disability.
Working together with supporters, staff and partners—we're not only providing a cure to those people affected by leprosy, but also giving hope and dignity so they can transform their lives.