Senior Customer Engagement Manager

1 day ago

North Sydney Council, Australia beBeeCare Full time $70,000 - $90,000
About the Role

We are seeking a highly skilled and experienced individual to fill the role of Senior Supporter Care Officer. In this position, you will play a key part in providing exceptional supporter experiences by balancing direct supporter engagement with team training and supervision.

Main Responsibilities
  • Provide Training and Support: Offer initial and ongoing training and support to Supporter Care Officers to ensure they have the skills and knowledge required to deliver high-quality services.
  • Oversee Team Workflow: Oversee team workflow and provide direction regarding priorities to ensure efficient and effective use of resources.
  • Develop Process Documentation: Create and maintain process documentation and contribute to process improvements to enhance the overall efficiency and effectiveness of the team.
  • Assist with Reporting and Dashboards: Assist with reporting and dashboards to ensure team KPIs are met and progress is tracked.
  • Handle Queries and Complaints: Handle queries, requests, and complaints from supporters across multiple channels, providing timely and effective resolution.
  • Sustain Retention Strategy: Support the retention strategy by thanking supporters for their gift, updating payment details, and managing cancellations in line with retention guidelines.
  • Maintain Data Integrity: Ensure all data is kept up-to-date, accurate, and secure within our CRM environment.
  • Support Fundraising Activities: Perform general admin tasks to assist with fundraising activities, including preparing materials and coordinating events.
What You Bring to the Role

To be successful in this role, you will require at least two years' experience in customer service or telemarketing, preferably in fundraising, as a team coach/trainer. Previous use of a CRM database (Salesforce preferred) is essential. Proficiency with Microsoft Office, excellent organisational and time management skills, agility, strong communication, and attention to detail are also required. We seek an empathetic, patient, and understanding team player who is passionate about making a positive impact.

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