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Mission Australia

NSW, Australia

Phone: 02 92192016
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Customer Service/Supporter Relations Representative


Job Description:

  • Utilise your outbound and inbound telephone skills and customer service experience to give back to the community
  • Full-time (35 hours per week) 6-month contract based in the Sydney CBD (near Town Hall)
  • Rewarding not-for-profit opportunity with additional salary packaging benefits

About Us

Mission Australia is a non-denominational Christian charity that has been helping vulnerable Australians move towards independence for more than 160 years.

Every day we support people nationwide by combatting homelessness, assisting disadvantaged families and children, addressing mental health issues, fighting substance dependencies and much more.

We're generously supported by our funders, partners and tens of thousands of everyday Australians, who make the work of our tireless volunteers and staff possible.

Your Opportunity

We are seeking an experienced Supporter Relations Representative with brilliant customer service and administrative skills to join our passionate team on a 6 month fixed term contract to support our existing and prospective supporters, primarily through outbound and inbound phone calls.

In this purposeful position, you’ll take a donor-centric approach to all fundraising activities and will help build and maintain long-lasting relationships with loyal supporters to strengthen their engagement with us.

Reporting to the Support Relations Manager, your key responsibilities will be to:

  • Conduct a range of outbound calls to existing supporters to update payment details and/or contact details and/or request donations
  • Action a range of inbound calls and manage queries, cancellation requests, feedback and complaints within a timely manner
  • Update and maintain supporter records in the Microsoft CRM database
  • Contribute to the achievement of Supporter Relations income generation and provide outstanding customer service at every opportunity
  • Ensure all administration activities adhere to relevant policies and practices and update procedural documentation as required
  • Respond to a variety of emails from supporters and the public as required

Requirements for Success

  • Experience within customer service/supporter relations and/or call-centre/telemarketing in a NFP environment
  • Ability to handle sensitive situations in a mature and effective manner in person or by phone and email
  • Strong written and verbal skills to communicate effectively with people from diverse backgrounds  
  • Self-motivation, enthusiasm, positivity, resilience, initiative and excellent team work
  • Exceptional attention-to-detail and accuracy in data entry and documentation
  • Strong systems skills – familiar and confident navigating various CRM platforms
  • Proficiency across Microsoft Office products including Word, Excel and Outlook

Culture & Benefits  

A career with Mission Australia will offer you rewarding experiences to make a difference to the lives of Australians in need. We have an innovative and supportive culture guided by our values of compassion, integrity, respect, perseverance and celebration.

To ensure our employees feel valued, empowered and celebrated we provide a range of employee benefits including:

  • NFP salary packaging benefits reducing taxable income (details via Advantage)
  • Discounted childcare rates with participating centres
  • Generous discounts with hotels, travel insurance and major retailers
  • Free, confidential counselling services via our EAP
  • Discounted health care with Medibank Private

Diversity & Inclusion

Mission Australia is an inclusive employer. We celebrate our diversity and strive to reflect contemporary Australian society and all the communities in which we work, in order to better serve our clients. We welcome and encourage applications from Women, Aboriginal and Torres Strait Islander people, Culturally and Linguistically Diverse people, People with Disability, Sexually and Gender Diverse people, people with lived experience of adversity and from people of all ages.

As such, if you require any adjustments to submit your application, we invite you to get in touch via email talentattraction@missionaustralia.com.au or phone (02) 9217 1075.

Next Steps

To be considered for this opportunity, please click ‘apply’ and send your cover letter and resume today.

For more information, feel free to view the Position Description via Download File PD Supporter Relations Representative.pdf. For further information regarding working with us visit Working for Mission Australia.

As part of our Employment screening process you will be required to undertake a National Criminal History Check if you haven’t completed one in the last 12 months.

Applications close midnight, Sunday 29th April 2019.

Advertised: 10 Apr 2019 AUS Eastern Standard Time
Application close: 28 Apr 2019 AUS Eastern Standard Time


Customer Support: Call Center

Job ID:


Employment Type:

Full time


, NSW, Australia


Customer Service/Supporter Relations Representative


Customer Service