Support Officer - Customer Care (Melbourne)

Full time, permanent role 9am - 5pm

• Hybrid working
• Docklands Office close to trains

Work for the world’s largest humanitarian organisation

Australian Red Cross is part of the world’s largest humanitarian movement. We support and empower people and communities in times of vulnerability. We act for humanity.

The Customer Care Team are the front line to Red Cross and are our brand ambassadors, supporting our mission by creating memorable experiences for our customers. This role will require you to consistently deliver incredible, immersive, and exciting experiences to all our current and future supporters. You will play an integral part in engaging, converting, growing and retaining our valuable supporter base across several cohorts.

Outbound calling will be required and will be based on monthly volumes of leads, which may include other cohorts of the Red Cross client base. This role must achieve monthly individual supporter experience, acquisition, and retention targets through all inbound/outbound channels. You are required to achieve KPIs in areas such as supporter delight, upsell/cross sell of other Red Cross products of both a financial and non‑financial nature and Trust & Respect. You will also be required to support Disaster appeals when activated.

• A proven successful record in a sales/target-driven, fundraising or call centre environment.
• Proven ability to provide a professional and empathetic approach when engaging and acquiring customers.
• Sales or Marketing background to assist in the development and implementation of cross‑sell/ up‑sell, retention and reactivation strategies within the Customer Care Team.
• Superior interpersonal skills including ability to interact and engage with people from a wide range of backgrounds.
• Proficient in Database management, Microsoft Excel and Zendesk.
• Experience with Social Media platforms is a plus. Experience in financial spreadsheets and financial reconciliations highly regarded.

• Financial wellbeing: In addition to your salary, you can take advantage of salary packaging that could provide you with a great way to reduce the amount of tax you pay - and get more from your salary. You can salary package up to $15,900 for living expenses (such as rent, groceries, utility bills); up to $2,650 for holiday accommodation and meals when dining out; Novated car leases; superannuation and purchase additional annual leave.
• Work/Life Flexibility: You can access flexible working arrangements, paid ‘Me’ day just for you and a wide range of other paid leave options.

This role is covered by the Social, Community, Housing and Disability Award - Level 3 - salary from $76,372.40 + super. Generous salary packaging available to increase your take home pay.

9am Monday 1st September

Red Cross strives to create a safe and inclusive culture with wellbeing at its centre. We embrace diversity and welcome Aboriginal and Torres Strait Islander people, and people with diverse lived experiences, abilities, genders, ethnicities, ages, and sexual orientations. We are a child‑safe organisation with zero tolerance of any harm to children. Our vision is to be trusted as the leading humanitarian organisation making a genuine difference in the lives of people and communities.