Exciting leadership opportunity within our passionate organisation. Motivate and guide our Donor Contact Centre team to ensure positive donor experience outcomes. Join a fun and supportive team culture, enjoying flexibility, salary packaging and a hybrid work model.

Plan International Australia’s Commitment & Mission

Plan International is a global not-for-profit, working to change the world so that all children can live happy and healthy lives, and so that girls in all their diversities can take their rightful place as equals.

At Plan International Australia (PIA), we celebrate diversity. We deeply believe all different opinions and experiences will enrich our team and represent our beneficiaries and partners across the globe. Our commitment to an inclusive workplace culture means we embrace working with all sectors of the community.

Be the change you want to see

For 85 years we’ve worked hand-in-hand with local communities, so babies can survive their first 1000 days, so children can learn in safe environments, so girls can strive for work outside the home, so young people can speak up for their rights. We know that girls are the most marginalised by poverty, and for too long have been held back from reaching their full potential. This is why we work with all children to solve poverty, but especially girls. We have a long history, but our approach is new. We’re secular, and we view the children, families and local communities we work with as our partners and our equals.

Possibility. Opportunity. Equality. Partnership. Love. Humanity. This is what we stand for.

About the Donor Contact Centre Team

The Donor Contact Centre (DCC) is the connection point between Plan International Australia, our supporters and the girls and communities we work for. We are proud of our ambitious, passionate, fun and supportive team culture that is centred on team work, development and growth.

About the Role

As a bold, passionate & experienced Team Leader, you will lead a team of dedicated Donor Contact Consultants, who are the voice of our organisation and first point of contact for donors calling our support centre. This role is all about your team; supporting them to understand the values of the organisation, coaching their customer service approaches, and furthering their learning and development overall. Work closely with them to build capability, aim for successful outcomes, and celebrate their wins.

As a leader in this space, you will have the ability to accelerate the impact of Plan International Australia’s marketing strategies by managing the donor experience across multiple touchpoints and channels.

Working in collaboration with the broader Engagement to Action department, you’ll partner with stakeholders across the organisation to implement strategic fundraising initiatives that drive consideration, acquisition, retention and expansion across the journey. We’re looking for someone who’ll work hard to hard to chase ambitious targets and raise critical funds for Plan’s humanitarian, development and advocacy programs.

This is a 12 month role with the possibility for extension

What you’ll do (Responsibilities)

• Contribute and execute the messaging across donor experiences, building alignment with key organisational objectives and key results (OKRs)
• Deliver performance insights on initiatives weekly, quarterly and annually to provide learnings to key stakeholders
• Work with key product owners to develop strategic initiatives to drive greater income and retention results
• Coach, lead and develop the Team to deliver efficient and consistent standards of service, donor experience, and representation of PIA’s brand
• Ensure smooth operations within the team, inclusive of; rostering, resourcing, system audit and resolutions, recruitment, performance management and monitoring workflows
• Apply an agile mindset to drive test, learn and optimise cycles across all channels, continuously improving call, email, and social media handling methodologies
• Establish clear targets for the Team during appeals and ongoing activity

For a full description of your role, please refer to the Position Description as attached to the Role Advertisement on our Careers page: www.plan.org.au/work-with-us.

What we’re looking for

• Experience managing all aspects of contact centre operations preferable
• Strong grasp of donor service and marketing strategies with direct experience designing and executing omni-channel operations, and adjusting for optimisation
• Experience running cross-functional projects including scheduling, budget management, stakeholder management
• Ability to think strategically and develop projects and initiatives to grow revenue
• Extensive fundraising or telemarketing experience
• Proficient level of technological skills, Customer Relationship Management (CRM) systems a plus but not essential
• Alignment with PIA’s values and commitment to social impact, feminist leaderships and sharing power

Working at Plan international Australia

What this opportunity will mean for you:

• Purposeful work, joining an organisation that is passionate about what they do
• Hybrid working culture and an office based in Melbourne CBD (Southbank)
• Salary packaging
• Flexible working hours that cater to how you best work. We value work-life balance and you decide what works best for you
• Genuinely flexible leave and working arrangements that goes beyond just standard annual leave including carers leave, inclusive parental leave, compassionate leave,
• Committees, events, team activities and network opportunities with a range of initiatives to get involved in
• Wellness benefits, including Employee Assistance Program to support your mental and social wellbeing

How to Apply

Submit a copy of your updated CV and a cover letter clearly stating how your skills and experience meet the role requirements as listed in the Position Description.

Address your application to Kylie Whittard.

Our commitment to you…

If you are wondering whether this role is for you, however you believe in yourself and know you have what is needed to fulfil this role, please apply anyway. At PIA we believe in looking for skills and abilities that new team members can bring and add to our culture. Even if you don’t wholly fit the criteria, we still want to hear from you!

Our Values

We are committed to our values: We strive for a just world that advances children’s rights and equality for girls. We are open and accountable. We are inclusive and empowering. We work well together. We strive for lasting impact.

Equal Opportunity Employer

Plan International is an equal opportunity employer dedicated to being a child-safe organisation. We are dedicated to working people from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Please note: We make hiring decisions based on your skills, experience, and passion. When you apply, please tell us the pronouns you use and any adjustments you may need throughout your interview.

Plan International believes that in a world where children face so many threats of harm, it is our duty to ensure that we, as an organisation, do everything we can to keep children safe. As part of the screening process, candidates will be required to complete a satisfactory National police Check, sign our Safeguarding Children and Young People policy and code of conduct, and where necessary complete a Working with Children Check.

Join Plan International Australia and help create justice for children and equality for girls.