Supporter Care Officer – Reception

Position Description

Job Title: Supporter Care Officer – Reception

Department: Supporter Engagement

Purpose:This position is responsible for internal office administrative functions, coordinating fulfilment of resource sales and Church resources, and supporter care.

Reports to: Supporter Services Lead

Key Relationships:Internal Supporter Services Lead, other TAI staff External Supporters

Supervises: May supervise volunteers from time to time.

Hours per Week: 35 hours (5 days)

Location: TAI Office – 32 Delhi Road, North Ryde NSW

Main Activities

Supporter Care Answer incoming phone calls and handle as required

o key contact for Transform Aid International calls Develop and nurture relationships with individual supporters Maintain database information with accuracy and integrity Respond to and actively engaging with supporter’s queries; including written communication,

and emails sent to hello@transformaid.org and other generic email addresses Merge duplicate records Oversee the maintenance of Church records

Processes Record voice authorisations for recurring giving Update CC details including expiry dates

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Supporter Care Officer – Reception

Fulfilment Coordinate the processing and sending of resource sales (inc advocacy resource requests

and online shop orders) Coordinate Church campaign fulfilment (including Be Hope and Gift Stalls) Send collateral to the State Reps as required

Internal Services Greet and assist visitors to the TAI/BWAA Office Answer phone for access to the visitor’s carpark Process outgoing Mail including courier bookings Maintain the internal phone directory and visitor’s sign in book Daily distribution of office mail Maintain office equipment and ordering of services when necessary Monitor stock levels and order stationery and office equipment supplies as required Ensure scripts and over the phone forms are up to date and well stocked in the phone

answering area and CPA room

General Department Duties Maintain up to date work instructions for all reception tasks Supervise volunteers and help them to achieve their goals while volunteering with BWAA

Secondary Activities

Process record deactivations Reissue Annual Tax Summaries and on the go tax receipts Reissue renewal notices Other duties as directed by the Supporter Engagement Manager or Supporter Services Lead

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Supporter Care Officer – Reception

Essential Knowledge, Skills and Experience

Professional Skills, Competencies, Experience 3 years’ experience in an administration role Proven ability to multi-task and work in a busy, team-based environment Demonstrated ability to be self-directed and take initiative with the ability to work to

deadlines in a professional and confident manner Demonstrated 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 PowerPoint An 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 approach

Desirable Knowledge, Skills and Experience Experience working with databases or CRM (customer relationship management) systems Understanding of Christian principles in development Experience in the Church/Not-for-Profit/Charity sector

General 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:

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Supporter Care Officer – Reception

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 Check.

ComplianceIt 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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