Make a real difference in the lives of people with disability

Cerebral Palsy Alliance is innovative and pioneering brand with divisions in research, advanced technology, advocacy and intervention for those living with cerebral palsy and similar disabilities.

About the role

The Customer Support & Experience Coordinator plays a pivotal role in our Individual Giving team by being the first point of contact for CPA's amazing supporters. Reporting to our Donor Support Manager, this role is responsible for providing our donors and supporters with a best in class supporter experience in order to maximise donor retention and engagement. The role helps support the significant growth in supporters and fundraising revenue planned for the next 3 years, with the goal to provide a seamless donor experience and build a sustainable income stream to help the organisation achieve its mission.
This role is a full-time position and is located at our head office in Allambie Heights.

Please note:

Cerebral Palsy Alliance has a relentless commitment to the safety and wellbeing of our clients and staff, as such all employees at CPA must be triple vaccinated against COVID-19, prior to their start date.

What we can offer you:

People are at the heart of what we do! Working for us, you'll find highly experienced, professional and creative people who share our commitment to our clients.

• We understand you have a busy life, so have leave options that will enable you to maintain a true work-life balance
• Competitive total remuneration packages plus an option of the Meal and Entertainment card
• 12 weeks paid maternity leave and 2 weeks paid paternity leave
• Outstanding career growth opportunities and our world class training through our inhouse Training Alliance, our inhouse registered training organisation - https://trainingalliance.edu.au/
• Health and wellbeing benefits such as Fitness Passport, an annual wellbeing allowance and Employee Assistance Programme
• Access to external corporate events/conferences
• A place where you are valued, supported and where you truly can make a difference
• Inspiring and rewarding work culture

We seek a self-motivated individual with:

• A huge appreciation for donors and the impact they have on an organisation like CPA to achieve its mission
• At least 2 years direct customer service experience (Not for Profit experience will be highly regarded)
• A sound understanding and demonstration of team procedures to facilitate the smooth operations of the Donor Support team
• Excellent communications skills, both written and verbal
• Empathy for and knowledge of the lived experience of people with a disability and their families
• Willingness to learn additional skills to support the delivery of a high-quality customer experience
• Punctuality and time management
• A flexible and collaborative approach.
• Team player with a "can do" attitude

You will be responsible for:

• Serving as the first point of contact for CPA's supporters and providing them with a seamless and positive donor experience via telephone, email and digital channels
• Retaining donors by offering payment holidays and payment downgrades
• Processing donations in response to fundraising campaigns via telephone, mail or online
• Proactive outbound donor care calls to donors to thank them for their amazing support or respond to queries or feedback
• Maintaining up-to-date records within the CRM in line with supporter preferences
• Alerting wider fundraising team to potential prospects for Gifts in Wills, Major Donors or Event participants
• Maintain awareness of the FIA Code of Conduct and undertake relevant industry training to ensure best practice.
• Working collaboratively and maintaining positive working relationships with Donor Support team and the wider fundraising teams to help maximise donor retention and extension
• Providing full support and assistance to the Donor Support Manager as required

Licenses/certifications required:

• NSW Driver's License (minimum P2)
• Current NDIS Worker Screening Check (or willingness to obtain prior to commencement in the role)
• Current First Aid and Current CPR Certificates (or willingness to obtain prior to commencement in the role)
• Current WWCC (or willingness to obtain prior to commencement in the role).

For more information about the role please call Tiffany Mooneyon 029975 8890 and to learn more about CPA please visit our website https://cerebralpalsy.org.au/work-with-us/careers/employee-benefits/

We encourage you to apply at your earliest convenience as applications may be reviewed prior to the closing date of and the closing date may be brought forward without notice.