• Join one of the world's largest and most respected conservation organisations
• Monthly rostered day off
• Full Time, Ongoing office-based position

About the organisation

For over 60 years WWF has been a powerful voice for nature and communities. We are a global network of local organisations working in 100 countries. WWF-Australia is the largest Southern Hemisphere member of the WWF Network with over 2.5 million supporters. We work as a catalyst with communities, First Nations, governments, businesses, innovators, and philanthropists towards our global mission: to build a world where people live and prosper in harmony with nature. We use our superpowers to conserve biodiversity, empower communities and halt climate change in Australia and throughout the Asia Pacific region.

As part of WWF Australia, you will be part of a diverse global team of over 7000 employees - working together in a values driven global to local network for the prosperity of both people and our planet.

Learn more about our 60 year history:

About the role

The Supporter Relations Team provides exceptional customer service as the first point of contact for the public and donors wanting to find out more about WWF's work and to discuss their support for the organisation. There is a strong focus on retention to support the regular giving program, as well as engagement to help strengthen donor relationships that encourage loyalty and additional ways of giving.

Taking a donor-centric approach, this role is responsible for holding inspiring and informed conversations via phone, mail, email and other digital channels to help elevate the overall WWF-Australia supporter experience. This role is also responsible for effectively utilising the customer relationship database to ensure donations and interactions are correctly tracked.

Key accountabilities:

• Adopts a supporter-centric approach to all activities and interactions to deliver an outstanding supporter experience through every communications touchpoint.
• Provides exceptional customer service in all interactions through phone, mail, email and other digital channels, with a view to inform and inspire supporters about ways they can donate, support campaigns and initiatives, and encourage wider supporter participation.
• Communicates in a warm and professional way to all requests within the agreed response times, ensuring enquiries are proactively addressed, actioned and recorded, or escalated.
• Acts as the first point of escalation for inbound complaints, issues and complex queries, and applying expertise in line with the Customer Complaint Policy with a view to delivering positive outcomes to all relevant stakeholders.
• Respectfully listens to and responds to supporter feedback, ensuring that appropriate follow-up actions are taken to fix any issues and close the feedback loop.
• Offers alternative ways to support WWF-Australia in response to cancellation requests to support retention fundraising strategies.

Key requirements

• This role requires full-time attendance at the WWF-Australia Sydney office on a staggered rotating roster with shifts scheduled between 8:00am and 6:00pm (for example, you may be required to work 8am-4pm or 10am-6pm).
• WWF-Australia staff work in teams and in regional and remote communities. To protect the health and safety of WWF-Australia team members and people in regional and remote communities, WWF-Australia requires all persons who apply for employment at WWF-Australia after 25 October 2021 to provide evidence that they have received the first and second courses of an Australian government-recognised COVID-19 vaccination before a job offer can be made.

Skills, knowledge and experience

• Excellent communication skills, both verbal and written.
• Demonstrated experience in delivering high levels of customer care.
• Demonstrated track record in achieving call rates to exceptional call and data handling standards.
• A track record of meeting targets, preferably for donor/customer retention or similar.
• Demonstrated administration skills and records management.
• Intermediate skills in MS Office and CRM systems, and a willingness to adopt a "digital-first" approach.
• An understanding of, or interest in conservation, environmental, and sustainable development issues.

The ideal candidate will have an ability to work both autonomously and constructively within a team and be aligned with WWF's vision, mission and I-CCaRe Values - Integrity, Courage, Collaboration and Respect.

WWF values diversity and is building a workforce that reflects the community we serve. WWF is an equal opportunity employer and Aboriginal & Torres Strait Islander peoples, people from culturally & linguistically diverse (CALD) backgrounds, sexuality and gender diverse (LGBTQIA+) community members, and people living with disabilities are encouraged to apply.

Applications

Please see the job description attached below for further details.

Click 'Apply Now' to submit your application.

Applicants are encouraged to apply early as interviews will commence on a rolling basis. 

Only those applicants applying online via the eRecruitment System will be considered.

Please name your documents with last/first name & include:

1. a cover letter/statements against the selection criteria &
2. your resume (CV), including two referees.

Note that applicants require current unlimited working rights in Australia to be eligible for this role.