• Ongoing casual roles.
• Location - This hybrid role is based in the BirdLife Australia National Office, Collingwood, Vic, with flexibility to work from a home-based environment.

The Organisation

As Australia’s only national bird conservation charity, we are on a mission to put birds and nature on the path to recovery within a decade, leading and facilitating action that halts biodiversity loss and restores ecosystems. We can only achieve this with the help and support afforded to us by our diverse stakeholders including supporters, campaigners, donors, members and like-minded conservation organisations.

BirdLife Australia takes a science and evidence-based approach to bird conservation. Where strong conservation plans are in place and well-resourced the evidence tells us that threatened species can be brought back from the brink of extinction. With a 100-plus year history and Australia’s strongest and longest-lived collection of data and surveys, BirdLife Australia brings a wealth of observation and experience to the protection of native birds.

BirdLife Australia is a diverse organisation with more than 330,000 supporters, donors, volunteers, campaigners and members, over 130 staff across Australia, and a network of more than 40 voluntary community groups.
A significant part of BirdLife Australia’s work is done by volunteers acting either alone, in organised groups or serving on Committees. It is important that all staff understand and appreciate the contribution made by volunteers, and are also mindful of their varying skills, interests and motivations.

BirdLife Australia acknowledges the important role First Nations People throughout Australia have played, and continue to play, caring for Country. We acknowledge their continuing connection to land, sea and community and pay respect to Traditional Owners and their cultures, and to their Elders both past and present. BirdLife Australia endeavours to facilitate the further engagement of Indigenous Australians in the research and conservation of our native birds.

Position Objective

The Supporter Care Admin is the first point of communications contact for BirdLife’s supporters and general public. This casual role is expected to deliver professional supporter care services including the processing of donations, sales, and memberships. With excellent skills in privacy compliance, data integrity, and attention to detail, this role contributes to BirdLife’s overall success in generating significant donor and sales income and delivering a high-quality supporter engagement experience.

Reporting: This position reports to the Supporter Care Coordinator.

Key relationships

• Internal: Participation & Engagement, Finance & Business Improvement, and Conservation & Science departments.
• External: BirdLife Australia donors, members and supporters; suppliers; service providers.

Duties

• Provide exceptional customer service while assisting with general enquiries, membership renewals, donations & complaints, ensuring all information in CRM is accurate and up to date.
• Respond to all incoming enquiries via telephone, emails & online in a timely and professional manner.
• Triage and redirect enquiries via telephone and email for internal stakeholders.
• Conduct outbound calls regarding donations, memberships and other programs as required.
• Ensure all payments made by cash, cheque, direct debit and credit card are processed accurately, receipted in a timely manner and allocated correctly within the CRM.
• Prepare and send communications as part of the payment declines/delinquency process.
• Process refunds and gift adjustments as requested and ensure accurate updates to CRM.
• Ensure deceased notifications, communication preferences changes, do not contact requests and changes to regular gifts are actioned in a timely manner.
• Work with Supporter Care colleagues to meet deadlines during peak periods.
• Demonstrate and model BirdLife values and behaviours.
• Comply with BirdLife Policies and Procedures and observe all legal requirements.
• Cultivate productive and collaborative working relationships with colleagues and external stakeholders.
• Perform other duties as directed by your supervisor from time to time.

Selection Criteria

• Relevant experience working in a data processing and supporter / customer care role.
• Excellent customer service skills, written and verbal communication skills with a proven focus on a customer first approach and the ability to build rapport with the diverse range of BirdLife Australia supporters – volunteers, members, donors.
• Experience working with and understanding of CRMs and database management technical skills (experience with SalesForce desirable) including processing transactions, setting up queries and reporting with excellent attention to detail.
• An understanding of Australian Privacy Principles and the ability to manage confidential and sensitive information about both the organisation and its supporters.
• Strong planning, time management and organising skills and ability to multi-task and meet deadlines.
• Reliable, cooperative and collaborative team player with the ability to work well with minimum supervision, prioritise and be delivery focused.
• Strong analytical skills.

Desirable:

• Previous experience working or volunteering with a member-based, not-for-profit conservation organisation highly regarded.
• An understanding of the role of fundraising and engagement for a not-for-profit and a desire to work in the sector.
• A prior understanding of the FIA Code of Conduct is an advantage for this role.
• Some knowledge and interest in environmental, ecological or avian issues.

Work style, Attributes, and Attitudes:

• A team player.
• Works positively, effectively and sensitively with a wide range of people.
• Takes responsibility.
• Works to deadlines.
• Adaptable and willing to embrace innovation and change.
• Outcome oriented.
• Reliable and responsive.
• An open and transparent communicator.
• Flexible working styles.

Living our Values

• Promote and role model appropriate behaviours that support BirdLife Australia’s culture and values.
• Actively demonstrate organisational values.
• Passion - We bring people together around a love of nature.
• Excellence - Science and knowledge is at the centre of everything we do.
• Leadership - We empower and inspire people to lead with courage and purpose.
• Collaboration - We embrace diversity and work in partnership with mutual respect.
• Integrity - Our success is based on experience, honesty, trust and fairness.
• Impact - We think globally, lead nationally and act locally.

OH&S statement

Employees and potential employees should be aware that the requirements of the position may include, but are not limited to:

• Limited attendance at evening or weekend meetings.
• Possible driving for extended periods and interstate travel.
• Long periods of sedentary desk and computer duties and telephone use.
• Possible lifting and moving of heavy equipment and objects.
• Overnight and weekend work in the field and at conferences.

How to apply

Please apply via the "Apply Now" link below. Your application must include a cover letter, a statement briefly addressing the selection criteria and your current resume.

For any technical queries related to the position, please contact James Vilinsky [email protected] using the subject line: Supporter Care Administrators x2 enquiry via EthicalJobs.

Applicants must possess full working rights in Australia to be eligible for appointment and a current national police check (NPC), WWCC (or willingness to obtain).

BirdLife Australia is an equal opportunity employer. Aboriginal & Torres Strait Islander peoples, people from culturally diverse backgrounds and people with disabilities are encouraged to apply.