Team Leader, Supporter Care

Cancer Council NSW is Australia's leading cancer organisation and our vision is to change the path of cancer and make sure no one walks alone. We are dedicated to meaningful careers where you will not only change the lives and futures of people affected by cancer, but you will work in a multi-award awarding winning culturally connected environment.

About Us
Cancer Council NSW (CCNSW) is a community funded and focused not for profit. We are the largest cancer charity in NSW and our point of difference is that we work across every area of every cancer, from research right through to support.

At CCNSW we understand that nothing feels better than doing work you really care about. As Australia's leading organisation supporting all people impacted by all cancers, we understand how good it feels to make a difference. We know that almost 1 in 2 Australians are affected by cancer during their lifetime, by joining the passionate team at CCNSW you'll know that each day the work you're doing will positively impact people in your life and Australia.

Together, we will work towards our goal of a cancer free future, while at the same time encouraging you to get the most out of your life with a supportive environment anchored in flexibility, physical and mental wellbeing to bring out the best of what makes you uniquely you. CCNSW we're here for meaningful careers that feel good.

About The Team
As part of our strategy to grow fundraising revenue from high-value supporter segments, our small but high-performing Supporter Care team will soon evolve beyond its traditional inbound enquiry model to play a central role in proactively nurturing and developing these key relationships. This shift will position the team as a driver of supporter development, leveraging personalised outreach and meaningful engagement.

About The Role
The Team Leader, Supporter Care supports the operational delivery of high-quality inbound and outbound supporter services, acting as the 2IC to the Supporter Experience Lead. This role oversees daily team operations, ensures service levels are met, and helps drive team productivity and morale. It plays a key role in onboarding and training, promoting continuous improvement within the team.

Key Responsibilities Of The Role
Team Leadership & People Management

• Act as 2IC to the Supporter Experience Lead, enabling the operational delivery of inbound and outbound supporter care services
• Supervise daily operations and coach team members to deliver exceptional supporter care and meet agreed service level targets
• Monitor team morale, performance, and development needs, providing regular feedback to Supporter Experience Lead
• Assist Supporter Experience Lead with team recruitment, onboarding, development, and performance reviews
• Lead by example by demonstrating consistently high standards when handling supporter interactions and complaints

Operational Coordination & Performance

• Coordinate daily and weekly rostering and prioritisation of work to maximise team productivity
• Arrange temps or volunteers as required to meet call demand during peak periods
• Ensure process documentation and training materials are kept up to date and readily available to team
• Generate and provide regular reports on team performance against KPIs and SLAs

Supporter Experience & Systems Support

• Act as key escalation point for supporter complaints, managing through to resolution
• Support the rollout of outbound nurture and lead qualification initiatives
• Support the rollout of changes and enhancements to CX platform and CRM, providing training where required to help ensure adoption by all team members

Essential
About you

• Experience supervising or coaching a small team in a contact centre, customer service, or supporter care environment.
• Strong ability to manage day-to-day operations, including rostering, quality assurance, and performance tracking.
• Experience supporting or executing outbound calling campaigns, especially for lead qualification or donor engagement.
• Comfortable using CX tools and CRMs; able to support team adoption and troubleshoot basic issues.
• Excellent interpersonal skills, with the ability to handle escalations and support team members through complex interactions.
• Demonstrated ability to identify process inefficiencies and contribute to service enhancements.
• Demonstrated ability to prioritise the needs and experiences of supporters in all areas of the role
• Good analytical and reporting skills with an ability to forecast enquiry volumes, track performance metrics, and provide actionable insights to leadership teams.

Desirable

• Exposure to supporter engagement or fundraising environments.
• Experience acting as 2IC or stepping into leadership roles during absences.
• Familiarity with reporting tools or dashboards to track team performance.

About The Benefits

• Generous salary packaging options that can increase your take home pay by paying certain expenses using pre-tax dollars up to $15,900 a year.
• Recognised for Voice Project's 2021 and 2023 "Best Workplace" Award as well as Xref "Best Workplace" in 2025.
• A balanced organisational approach to WFH and office
• Additional performance-based leave available.
• Work for purpose and know that your work fosters an engaged, diverse and culturally aware organisation.
• Discounts available for everyday expenses such as private health, retail and fitness

CCNSW is an inclusive place to volunteer and work. We embrace diversity, celebrate our differences, and inspire each person to be their authentic self at work. As we strive to represent the communities we serve, we welcome and actively encourage applications from Aboriginal and Torres Strait Islander people and other diverse groups.

If you require any adjustments to submit your application, please get in touch with us at Apply online by visiting our website directly, copying the following link then click on the role title and submit your cover letter and resume.

Applications Close: Monday 6th October 2025