Supporter Experience Officer

About the role

Caritas Australia, the international humanitarian and aid agency of the Australian Catholic Church, is looking for a Supporter Experience Officer. The role is the first point of contact for supporters, handling donations, supporter queries and supporter information so that fundraising and supporter engagement run smoothly. It is a full-time temporary role with a maximum term of 12 months, hybrid working (two days per week in the Mascot office, Tuesday and Wednesday), and is classified as level 3 under the SCHADS award.

Key responsibilities

• Deliver customer service by phone, email and written correspondence, responding to supporter enquiries professionally and compassionately.
• Process donations, receipting and acknowledgements with accuracy, compliance and timely follow-up.
• Maintain supporter records and process changes to supporter details from a variety of sources, keeping accurate records in the CRM.
• Provide general administrative support such as documentation and case management.

Required profile

• Demonstrated experience in a customer service, supporter care or contact centre environment.
• Organised, detail-oriented and able to balance multiple priorities with accuracy and professionalism.
• Excellent verbal and written communication skills and a warm, engaging telephone manner.
• Proactive, adaptable and able to work both independently and in a team.

Required skills

• Strong administrative skills and accurate data entry.
• High computer literacy, including Microsoft Office.
• Experience processing transactions and maintaining records, with CRM or database experience (Salesforce highly regarded).

What we offer

• Hybrid working and a modern office in Mascot with a free fully equipped gym.
• Career development in the international aid and development sector.
• Leave including wellbeing, birthday and 14 weeks of gender-neutral parental leave.
• Not-for-profit salary packaging.

Applications are made through the advertised links; the advert may close early if a suitable candidate is found. Background checks and safeguarding compliance are required.