The United Workers Union is seeking a highly motivated Member Retention Officer based in Brisbane, Melbourne or Sydney.

The Member Retention Officer is responsible for engagement and retention of union members using both digital tools and direct engagement activities like phone calls. The Member Retention Officer is also responsible for assistance with monitoring and optimising team systems and processes as well as coordinating the monthly member workshop program.

This role can be offered as Full Time or Part Time 0.8 FTE.

ABOUT UNITED WORKERS’ UNION

United Workers’ Union is a powerful member-led union whose sole purpose is to serve the collective interests of members in workplaces and communities by winning significant and long-lasting gains.

The Union is driving change by growing union membership, developing leadership amongst our members, encouraging active member participation in the union, building and enforcing standards in our sectors, and campaigning both politically and in the community.

As a union with a proudly diverse membership, we are committed to equity and inclusion; and continuing to build a union that is truly representative of the workers we cover. We strive to ensure that every member’s voice can be heard and create opportunities for participation from members with diverse backgrounds in all activities/functions of the Union. We encourage applications from people of Aboriginal and Torres Strait Islander backgrounds, people from diverse cultural and linguistic backgrounds, LGBTQIA+ people and women.

KEY RESPONSIBILITIES

• Member Contact: Directly contact members via phone calls, SMS and emails to engage them and convince them to retain their membership. This could include welcome calls/SMS, payment fail calls and email/SMS journeys or other as required.
• Member Retention: Analyse membership data to assist with the development of retention strategies and operational frameworks using both digital platforms and outbound phone system to improve member retention for the union.
• Member Workshops: Assist the Lead in running the national digital member workshop program which includes creating a content schedule, coordinating with various stakeholders, reviewing digital communications, facilitating the webinars, managing member queries and analysing the results.
• Member Experience: Review the experiences members have with the union and suggest improvements that fill gaps in the member experience and lead to higher engagement. Run effective trials of new approaches to maximising member retention.
• System & Process Optimisation: Assist the Lead in monitoring and optimising systems and process to improve efficiency, improve member experience, and deliver higher conversions for member retention projects.
• Membership Support: Assist with managing member requests as required and deliver quality service to members. Engage in tactical campaigns to deliver member turnout in support of various industrial campaigns.
• Resolve and escalate queries or issues as required.
• Ensure that the Union’s values of equity, diversity and inclusion are upheld and promoted.
• Maintain confidentiality and observe data protection and associated guidelines.

KEY SKILLS

• Listening and persuasive conversation skills
• Building rapport with members
• Critical thinking and analysis
• Planning and Coordination skills

KEY SELECTION CRITERIA

• A passion and drive to improve workers’ lives and achieve the goals of the Union as well as participate in the unions' political and social justice agenda.
• Excellent written and verbal communication skills
• Ability to critically analyse processes and systems and identify opportunities to improve outcomes.
• Ability to plan and coordinate an online workshop program
• Ability to follow process and adhere to union policy

OTHER DESIRABLE SKILLS & EXPERIENCE

• Member or customer retention experience 
• Union organising experience 
• Call centre experience 
• Advanced Excel skills and experience in using CRMs

REMUNERATION

An attractive remuneration package will be offered to the successful applicant, which will include:

• Salary $77,496 per annum
• 16% superannuation
• 6 weeks annual leave plus 25% leave loading

How to Apply

Please submit your resume, together with a cover letter addressing the selection criteria to Julie Korlevska, Deputy Director (People, Culture and Change) through UWU Careers Portal.

For further information about the role, please email [email protected], using the subject line: Member Retention Officer - Sydney / Melbourne / Brisbane enquiry via EthicalJobs.