Community Support Specialist

**Make-A-Wish® Australia** makes wishes come true for critically ill kids, building resilience and complementing medical treatment. We're working hard to make sure that in future, every single child battling serious illness can experience a vital wish journey.

We are excited to be recruiting for a dedicated and enthusiastic phone-based customer service professional to join the team at the Head Office located in Richmond.

The **Community Support Specialist** is a newly created, sales focussed role, with the primary purpose of building relationships with our existing database of donors & fundraisers to support all our fundraising campaigns. This role critical is critical in connecting the Make-A-Wish community with our mission work to deliver wishes.

In addition, this role supports the broader Community Support team with providing a positive and seamless service to all customers, including supporters, wish families, volunteers, and suppliers, to create and maintain loyal advocates for Make-A-Wish. This position is a full-time 12-month contract role working Monday to Friday.

**Some of the key responsibilities** **of the position**:

- Ensure every Make-A-Wish supporter who engages with our Community Support team is treated with respect and understanding, receives a bespoke response and has a positive experience
- In consultation with our Fundraising teams, take ownership of all outbound calling to meet financial KPIs using scripts and your dazzling personality to deliver on:

- Monthly Donor calling to manage declined payments, reactivate lapsed donors & upgrade existing donors' monthly gifts
- Responding to objections and curve balls from donors with ease
- Welcome new fundraisers to the Make-A-Wish community
- Thank you calls to donors and fundraisers to recognise their contributions & showcase the impact of their gift (the best part of the job)
- Work with the Data Team and Fundraising teams to refine processes and develop outbound calling program efficiencies.
- Over the phone, confidently liaise with people from all walks of life, build rapport, articulate needs and objection handle where required
- Process donations and fulfill supporter changes in an accurate and timely manner
- Provide administrative support to assist with customer enquiries
- Provide timely, bespoke service to all existing Make-A-Wish customers, through a variety of inbound and outbound contact channels

**To secure this exciting new opportunity, you will possess**:

- Demonstrated experience in a phone-based role, ideally within a sales, customer service, reception or call centre environment managing and responding to a high volume of enquiries
- Experience with CRM and Database systems to track and manage audience interactions (Salesforce preferred but not essential)
- A high level of emotional intelligence and ability to show empathy whilst maintaining a high level of resilience
- Excellent communication and interpersonal skills
- Effective problem solver and ability to handle input and objections with confidence
- Proven experience in making many outbound phone calls within required deadlines
- Very high attention to detail and understanding of the importance of accuracy and data integrity with high-level data entry skills
- Proactive team-focused individual with a 'can-do' attitude
- Ability to do occasional work outside of business hours where needed

In return, Make-A-Wish offers the opportunity to help make a life-changing difference for really sick kids and their families - what could be a better motivation?

We look forward to hearing from you