Contact Centre

Exciting **Full-Time Leadership opportunity within Lotteries, Fundraising & Client Lead Generation **based in Cannon Hill
- Leading a customer-centric team accountable for supporting the development and delivery of sales initiatives, re-engagement strategies and campaigns
- Encouraged and supported ongoing professional development and diverse career opportunities.

**Who is Endeavour Foundation?**

Endeavour Foundation is one of Australia’s largest employers of people living with disability, so being inclusive and diverse is not just an aspiration, it is who we are Fostering a diverse and inclusive culture is at the heart of everything we do and getting it right goes hand in hand with living our organisational values and our purpose of making possibilities a reality. With a 60+ year history in Lotteries and Fundraising to support the organisation, this is a unique opportunity to join a high performing team, where roles do not become available very often.

We are people working together, making possibilities a reality for people with a disability, and for people seeking employment, education and training opportunities. We call ourselves Team Possible

Endeavour Foundation supports people with disability to live, learn, work and flourish according to their own interests and priorities. Our 5,000 strong team operates over 300 sites in the heart of local communities across Queensland, New South Wales and Victoria where we offer choice, opportunities and personalised support in the key areas of home, work, learning and community participation.

**Why should you join Endeavour Foundation?**
- Salary Packaging Benefits, package up to $15,900 of your annual salary tax free. Less tax = more take home pay for you
- In addition to your tax-free benefit, you can also use up to $2,650 of your pre-tax income to pay for entertainment expenses (meals, holiday accommodation etc.)
- An Employee Assistance Program - a free and confidential counselling service available to all staff and their family members
- Discounts on Corporate Private Health Insurance Plans, whitegoods and appliances
- Paid Parental Leave and Salary Continuance
- Free flu vaccinations
- Onsite café, onsite parking (where available) and close to public transport

**A little bit about the role**:
As the Endeavour Foundation continues to grow and support the community and workplace as a leading disability service provider, we have an exciting opportunity for a **Contact Centre & Sales Manager**
- Supporting the achievement of sales targets and delivering of an exceptional customer experience through supporting efficient and effective operation of all Supporter Sales and Customer Service functions.
- Collaborating with the Heads of Lotteries, Fundraising and Marketing, developing, implementing and continually reviewing KPI’s, Service Level Agreements and performance metrics to ensure expectations are met with optimum levels of quality and service.
- Providing support with the development and implementation of sales campaigns/activities for Lotteries and Fundraising.
- Supporting the implementation of loyalty program initiatives to engage and retain supporters.
- Monitoring and maintaining processes, systems, and procedures to ensure the appropriate level of quality and best practice is achieved for sales and customer service activities.
- Supporting the enhancement of quality of customer interactions, ensuring quality assurance, compliance and legal obligations are met across all interactions.
- Acting as a lead change agent, identifying and managing process improvements to ensure excellence in the supporter and client experience
- Supporting the team in resolving escalated issues and enquiries, ensuring prompt turnaround on all issues with consistent quality.

**What will you bring**:

- Extensive experience within a KPI’s driven sales, telemarketing, or business development role.
- Minimum 2 years demonstrated experience leading successful, engaged, and high performing teams within a sales driven environment.
- Tertiary qualification in relevant discipline including Business.
- Experience in delivering process improvement / continuous improvement initiatives.
- Demonstrated success in building and scaling effective sales/customer service teams.
- Demonstrated experience developing and delivering customer service and sales metrics.
- Proficiency with Call Centre technology and programs relevant to the role including call centre and customer management systems.
- Strong analytical skills with the ability to collect, organise, analyse, and disseminate data to seek performance and business improvement.

**How you can apply**

Please note, before commencing with Endeavour Foundation and should you be successful, you will be required to undertake a **“Fit2Work” National Criminal History Check.**

If this is the opportunity for you, **click ‘Apply’ below**; we look forward to hearing from you

**"We are a 2021 Circle Back Initiative Employer, an