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Position DescriptionJob Title:Supporter Engagement OfficerDepartment:Supporter EngagementPurpose:This position is responsible for Supporter Care and provides support to the Supporter Engagement team, fulfilling various duties as required.Reports to:Supporter Engagement ManagerKey Relationships:Internal Supporter Services Lead, Child Sponsorship Support Lead, other TAI staff External SupportersSupervises:May supervise volunteers from time to time. Hours per Week:Tues – Thurs: 21 hours (3 days) – Job ShareLocation:TAI Office – 32 Delhi Road, North Ryde NSWMain ActivitiesSupporter CareAnswer incoming phone calls and handle as required – answer and transfer telephone callsrecord messagesDevelop and nurture relationships with individual supportersMaintain database information with accuracy and integrity Respond to and actively engage with supporter’s queries; including written communication and emails sent to hello@.au and other generic email addressesMerge duplicate recordsContact supporters regarding missed contributions for regular giving productsContact supporters with expired/declined credit cards, declined direct deposit donations and cancelled chequesContact supporters to clarify information for donations and pledgesProcessesUpdate credit card details including expiry datesRecord voice authorisations for regular giving pledgesPrepare, process and submit banking of donations and issue tax receiptsFulfilment Fulfilment for Child Sponsorship such as annual development reports and Child ProfilesAssist with Campaign fulfilment including Little Book of Big Gift Ideas, Be Hope and Gift Stalls mail outs and fulfilment Assist with processing and sending of resource salesReissue Annual Tax Summaries and on the go tax receiptsInternal ServicesGreet and assist visitors to the TAI/BWAA OfficeAnswer phone for access to the visitor’s carparkGeneral Department DutiesAssist with the mail openingSupervise volunteers and help them to achieve their goals while volunteering with BWAASecondary ActivitiesMaintain office equipment and ordering of services when necessaryOrder stationery and office equipment suppliesProcess outgoing mail Daily distribution of office mailSend collateral to the State Reps as required Maintain the Internal Phone DirectoryMake thank you calls to new supporters as part of the new donor journeyOther duties as directed by the Supporter Engagement Manager or team leadsEssential Knowledge, Skills and ExperienceProfessional Skills, Competencies, Experience3 years experience in an administration roleProven ability to multi-task and work in a busy, team-based environmentDemonstrated ability to be self-directed and taking initiative with the ability to work to deadlines in a professional and confident mannerDemonstrated Excellent customer service, and ability to handle sensitive situations in a mature and effective manner in person, or by phone and email Strong verbal and written communication skills Strong Microsoft Office skills, including Word, Excel and PowerPointAn authentic committed Christian:-With a strong commitment to Transform Aid International’s/ Baptist World Aid Australia’s, mission, vision and core values; Able to participate enthusiastically in prayer and biblical reflection sessions. Able to understand, engage with and support the Biblical theology that informs the organisation’s development approachDesirable Knowledge, Skills and ExperienceExperience with working with databases or CRM (customer relationship management) systemsUnderstanding of Christian principles in development Experience in the Church/Not-for-Profit/Charity sectorGeneral NotesContinuous Improvement and Best Practice:As an employee of Transform Aid International / Baptist World Aid, which has a core value of “committed to excellence and quality by being a creative and learning organisation”, you will have opportunity to participate in any continuous improvement exercises and to seek best practice in fulfilling your role.You will also have the opportunity to contribute to the ongoing development and improvement of Transform Aid International / Baptist World Aid policies and practices.Workplace Health and Safety and Equal Employment Opportunity:It is your responsibility to take reasonable care for the health and safety of all people within the workplace and for all people who may be affected by your acts or omissions. You will cooperate in implementing WHS legislation and standards. You are also accountable and responsible for complying with all Transform Aid International / Baptist World Aid policies and procedures designed to eliminate discrimination in the workplace.Child Safe Organisation:Transform Aid International / Baptist World Aid is a child safe organisation and all employees are required to read and understand our child protection policy, and in addition, sign and abide by our Child Safe Code of Conduct. All employees are required to provide authorisation for a National Police Check and will be required to gain a Working with Children plianceIt is your responsibility to ensure compliance with TAI policies and procedures, legislation, as well as requirements of relevant regulatory bodies, including ACFID and DFAT. Employee Name:Employee Signature:Date: ................
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