Customer Service Coordinator - Donor Support

Cerebral Palsy Alliance; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible hours

Work from home

Parental leave

Wellbeing allowance

Employee assistance program

Job summary

Cerebral Palsy Alliance in Sydney seeks a Customer Service Coordinator for our Donor Support team. You will be the first point of contact for donors and supporters, providing friendly service across phone, email and digital channels, and helping maintain accurate donor records.

Key duties include processing donations, assisting with payment changes and queries, and supporting daily operations of the Donor Support team, all while upholding CPA values.

Qualifications

• At least 2 years' customer service experience (retail, contact centre, hospitality or not-for-profit welcome).
• Excellent written and verbal communication skills.
• Strong attention to detail and organisational abilities.
• Empathy and respect for people with disability and their families.

Responsibilities

• Act as the first point of contact for CPA supporters and provide service across phone, email and digital channels.
• Process donations received through campaigns via phone, mail and online channels.
• Support donor retention by assisting with payments and inquiries.
• Make outbound calls to thank donors and respond to feedback.
• Maintain accurate records in the CRM according to donor preferences.
• Support day-to-day operations of the Donor Support team.

Skills

Customer service

Communication skills

Attention to detail

Empathy

CRM software

Tools

CRM software

Job description

Join Cerebral Palsy Alliance and help create a positive experience for the incredible supporters who help change the lives of people with disabilities.

We are looking for a Customer Service Coordinator to join our Individual Giving team. In this role you will be the first point of contact for our valued donors and supporters, providing friendly, professional support via phone, email and digital channels.

If you enjoy helping people, solving problems and providing excellent customer service, this is an opportunity to use those skills in a role where your work has real impact.

About the Role

As part of our Donor Support team, you will help deliver an outstanding supporter experience while supporting fundraising campaigns and maintaining accurate donor records.

Key responsibilities include:

• Acting as the first point of contact for CPA supporters and providing exceptional service across phone, email and digital channels
• Processing donations received through campaigns via phone, mail and online channels
• Supporting donor retention by assisting with payment changes, downgrades or queries
• Making outbound calls to thank donors for their support or respond to feedback
• Maintaining accurate records within our CRM system in line with supporter preferences
• Supporting the smooth day-to-day operations of the Donor Support team

About You

You are someone who enjoys helping people and delivering great service.

You will bring:

• At least 2 years' customer service experience (retail, contact centre, hospitality or not-for-profit experience welcome)
• Excellent communication skills, both written and verbal
• Strong attention to detail and organisational skills
• A genuine appreciation for the role donors play in supporting organisations like CPA
• Empathy and respect for the lived experience of people with disability and their families
• Confidence using systems and maintaining accurate records

Why Join CPA?

Working at CPA means joining a purpose-driven organisation where your work contributes to improving the lives of people with disabilities.

CPA offers a range of benefits including:

• Access to a tax-free meal, entertainment & venue benefit card valued at $2,650 per year
• Flexible ways of working - working from home options, flexibility surrounding hours
• 12 weeks paid parental leave and 2 weeks paid partner leave
• 3 additional leave days each year (conditions apply)
• $100 per year well-being allowance that you can use to enhance your wellbeing (eg: purchase sports equipment, have a massage, take a meditation class, the choice is yours)
• Discounted gym membership for you and your family, using Fitness Passport
• Employee Assistance Program
• Paid Employee Referral Bonus Program, where you can be generously rewarded for referring a friend that joins CPA.

Our Values:

At Cerebral Palsy Alliance we champion diversity and equitable opportunities for people with disabilities and lived experience, Aboriginal and Torres Strait Islander people, culturally and linguistically diverse backgrounds and the LGBTQIA+ community.

We are passionate, respectful, ethical, curious and courageous. Great Minds Think Differently.

We are committed to supporting inclusivity for anyone with diverse needs and lived experience. Workplace adjustments can be discussed to create a safe and comfortable workplace that supports your health, abilities, and personal needs.

More information about working for CPA:

For the safety of staff and clients we have assessed that this role requires a low level of physical functionality.

Cerebral Palsy Alliance upholds and advocates for the rights of clients, we are a child safe organisation and all workers must adhere to the NDIS Worker Code of Conduct.