• REPORTING TO: Chief Marketing Officer
• LOCATION: Head Office - Melbourne, Victoria
• STATUS: Part time 12 month contract

The Big Issue Australia and Homes for Homes

The Big Issue Australia is an independent not for profit organisation that develops and operates a number of social enterprises providing opportunities for those experiencing homelessness and disadvantage to positively change their lives.

We are an agent for social change, using entrepreneurial practices and sound business strategy to promote social inclusion and alleviate poverty in Australia. Our innovative programs and services focus on helping people who are socially disadvantaged, and may otherwise slip through the cracks, to build confidence and the capacity to help themselves. This is achieved by using various mechanisms to connect people with the community, such as the Street Magazine Enterprise, the Community Street Soccer Program (Street Soccer), the Women’s Workforce and The Big Issue Classroom.

Homes for Homes is a social enterprise created by The Big Issue that aims to help end homelessness in Australia. It raises new, private funding to tackle the shortage of social and affordable housing. Property owners donate 0.1% of the sale price of their property to Homes for Homes, these funds are then pooled and granted to community housing providers to increase the supply of affordable and social housing.

Purpose of role

We are seeking an enthusiastic Customer Service Coordinator to join our Marketing, Communications and Philanthropy team in this newly created role. It will operate under a shared services model, working across both The Big Issue and Homes for Homes businesses working alongside various internal and external stakeholders from both organisations.

This individual will enjoy working in a fast-paced environment using their strong communication and database skills to support donors, subscribers and other stakeholders of both The Big Issue and Homes for Homes. The successful candidate will have exceptional verbal and written communication skills, excellent time management and thrive in a team environment enjoying an exciting, diverse scope of work.

Key responsibilities

This role would suit a self-starter with a can-do attitude who can take responsibility across a variety of tasks including:

• Manage all incoming calls, emails and website enquiries for The Big Issue and Homes for Homes
• Manage all leads, property registration, settlement enquiries and other admin tasks for Homes for Homes
• Manage the national individual and corporate magazine subscription program and fortnightly dispatch
• Provide full administrative support to Philanthropy team for all fundraising programs
• Primary donor customer support role
• Maintain Salesforce and database records with high attention to detail
• Manage fortnightly The Big Issue magazine advertising placements
• Assist with attendance / coordination of corporate volunteering events and activities
• Assist with management for social procurement enquiries
• Provide support and assistance to Marketing, Communications, Philanthropy team as required
• Assist with other duties as required

Skills and knowledge

Essential:

• Relevant experience (a minimum of 1-2 years) in a customer service (or similar) role
• Excellent written and verbal communication skills
• Strong experience using Salesforce CRM management platform and/or similar CRM

• Highly organised and attentive to detail – must be able to manage diverse roles and balancing time sensitive priorities

• Strong interpersonal skills with the ability to steward relationships with donors and supporters
• Capacity to work to tight deadlines and multi-task
• Excellent desktop computer application skills
• Enthusiastic approach – positive, proactive, open to learning new skills
• Must be a team player, working closely and collaboratively with a number of teams within the organisation

Desirable:

• Previous Not-for-profit work experience
• Tertiary qualifications in relevant discipline

Style

All positions at The Big Issue and Homes for Homes are designed to meet the company’s goals. To achieve these goals we need people who:

• Communicate
• Support
• Commit
• Lead
• Motivate
• Perform
• Adapt

Other information

• Out of hours duties may be required
• Some interstate travel may be required from time-to-time
• Other duties – may be required to perform other duties at the discretion of the Chief Marketing Officer

Relevant websites

www.thebigissue.org.au

www.homesforhomes.org.au