Supporter Services Team Member

2 months ago

Bowen Hills, Australia Surf Life Saving Australia Full time

**Posted**:
31/10/2024

**Closing Date**:
01/12/2024

**Job Type**:
Casual

**Location**:
Bowen Hills

**Job Category**:
Call Centre and Customer Service

Surf Life Saving exists **to save lives, create great Australians and build better communities.**

Surf Life Saving Australia (SLSA) is Australia's peak coastal water safety, drowning prevention and rescue authority.

With 193,009 members, of all age groups and demographics across 315 affiliated Surf Life Saving Clubs (SLSCs), SLSA represents the largest volunteer movement of its kind in Australia.

Since Surf Life Saving was established in 1907, over 670,000 lives have been saved. In 2021/22 our Surf Life Saving active members were involved in 8,916 rescues, 58,342 first aid treatments and more than 1.63 million preventative actions. Surf Life Saving volunteers carried out more than 1.31 million patrol hours.

Surf Life Saving is a unique not-for-profit, community cause that exists through community donations, fundraising, corporate sponsorship and government grants.

Job Description

**Responsibilities**

This position is integral to our mission, driving forward key initiatives and contributing to the overall success of our team. Your expertise will shape our strategic direction and operational efficiency, directly impacting our innovation, growth, and the maintenance of SLSA's iconic Australian brand.

Reporting to the Supporter Services Manager, the role is to provide comprehensive sales and customer service support to contribute towards revenue generation for various business units - through proficient utilization of databases, effective communication, and proactive engagement. Our employees embrace our company values through our behaviours. We act with honesty, and we strive for excellence whilst working collaboratively. The values we hold transfer through to our customer interactions, work colleges and the wider community.

**Key Tasks and responsibilities of a Supporter Services Team Member**:

- Utilise the database proficiently to establish, update and maintain supporter records
- Perform essential administrative tasks and maintain accurate information
- Engage in both outbound and inbound call activities
- Identify opportunities for upselling and cross-selling
- Proactively driving inbound and outbound membership retention and decline recovery
- Exhibit the upmost commitment to customer service excellence, fostering positive interactions with supporters and various stakeholders through a professional and courteous phone manner
- Positively participate in training or workshops to upskill and improve customer service techniques and complaints handling techniques
- Positively participate in system/technology training or any form of training to assist you in your role, and proactively seek assistance if further information, training or support is required
- Positively adopt new technology or new or amended processes/procedures that assist the organisation with improved customer service efficiency and effectiveness
- Positively assist with donor and lottery campaigns and supporter surveys to grow support for Surf Life Saving

**General tasks/responsibilities**:

- Strictly adhere to all established policies and procedures
- Assist the organisation with mail tasks as requested by the Manager/Supervisor
- Fulfil any additional tasks reasonably requested by the Manager/Supervisor

Desired Skills and Experience

**Who You Are**
- Demonstrate strong written and verbal communication skills with excellent interpersonal abilities
- Exhibit attention to detail with high-level data processing skills
- Display a professional telephone manner and exceptional communication skills
- Be capable of effectively prioritising tasks
- Be committed to providing outstanding customer service
- Be punctual and reliable
- Be organised, efficient and have the ability to multitask

**SLSA Benefits and Culture**

SLSA is committed to ensuring all employees have a work life balance within their role.
- Hybrid working model with opportunities to work from home and from our Surf Life Saving Australia offices.
- Flexible work arrangements and a healthy work-life balance.
- A supportive and inclusive work environment where your contributions are valued.
- Competitive salary and opportunities for career development and advancement.
- Chance to make a meaningful impact.

**Ready to Make a Difference?**

**Eligibility**

Please note that only applicants with the eligibility to work in Australia will be considered for this role. To be successful, you must hold Australian Working Rights or Australian Citizenship.

SLSA ensures a commitment to safeguarding children and young people.

SLSA provides workplace adjustments for people with a disability.

SLSA reserve the right not to proceed with any appointment.

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