Supporter Services, Team Leader

Based Surry Hills, Sydney 2010
- Full time, permanent role
- 50% Hybrid working
- The Supporter Relations, Team Leader will drive a team of 3 phone-based coordinators to maximise supporter engagement and retention for RFDS (SE)_
- **Based Surry Hills, Sydney 2010**:

- **Full time, permanent role**:

- **50% Hybrid working**

**The Organisation - Royal Flying Doctor Service, SE Section**
The Royal Flying Doctor Service (RFDS) has been supporting rural and remote communities since 1928 and is one of the
**largest** and most
**trusted and respected **aeromedical organisations in Australia and in the world.

In some of the most remote areas of New South Wales,
**emergency care, telehealth and wellbeing services** provided by the RFDS (South Eastern Section) are a
**vital lifeline** for communities. Committed to providing the highest level of care and service to their donors and supporters who are essential to their mission, RFDS (SE) are seeking a new team leader to join their Supporter Relations team.

**What's in it for you?**
- The chance to join an organisation that brings lifesaving healthcare to Australians in rural, regional and remote Australia.
- Opportunities for ongoing learning and career development
- The chance to join an energetic, impactful and caring fundraising team
- A culture that celebrates team achievements and collaboration
- Flexible and hybrid working arrangements that support wellbeing and life-work balance

**The Role - Supporter Relations, Senior Coordinator (Team Leader)**
Due to an internal movement, RFDS are looking to onboard a new Supporter Relations, Senior Coordinator. This is a Team Leader role essential to
**maximising supporter engagement and retention**.

The Supporter Relations team are responsible for providing
**warm, friendly**, informed, and energetic interactions with all RFDS supporters and the public through

You will report to and work closely with the Retention & Development Manager to
**enhance supporter care strategies** that
**build lasting relationships** with donors including the continued development and training of the team to
**ensure the success** of the supporter retention strategy.

**Responsibilities**
- Coach and lead the Supporter Relations Team of 3 coordinators
- Manage the team's day-to-day workloads ensuring that tasks are prioritised & timelines are met
- Develop, implement & maintain supporter care strategies that build strong & lasting relationships with donors
- Ensure that all supporter interactions are handled with the highest level of care & professionalism
- Monitor & report on the effectiveness of supporter care strategies, & identify areas for improvement
- Ensure compliance with policies, procedures, and relevant legislation.

**Your skills & attributes**
- Demonstrated experience as a team leader in a contact centre environment, NFP experience highly regarded
- Experience in inbound and outbound call centre programs, including retention
- Confident building relationships with a diverse group of internal & external stakeholders
- Demonstrated success recognising improvement & efficiency opportunities
- Excellent organisational & administrative skills and attention to detail
- Ability to maintain a high level of customer service standards
- Ability to manage budgets & create reports for senior leadership
- Excellent listening, negotiation & complaint handling skills
- Intermediate level experience with MS Office & CRM systems

If you have a genuine
**commitment to the mission,** vision & values of the Royal Flying Doctor Service and are
**passionate about providing excellent service** to their supporters, then this could be your opportunity to
**make a meaningful difference**.

Send your resume through the 'Apply' option. If you haven't worked in the fundraising sector previously please also include a cover letter that tells us why you are excited about this role.

**Beaumont People have been engaged to support Royal Flying Doctor Service, SE Section**
**in the recruitment of this vital role, please direct all enquiries directly to us.