Customer Service Coordinator – Donor Support

Cerebral Palsy Alliance; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Tax-free meal, entertainment & venue

Flexible working options

12 weeks parental leave

2 weeks partner leave

Well-being allowance

Discounted gym membership

Employee Assistance Program

Employee Referral Bonus Program

Job summary

Cerebral Palsy Alliance in Allambie Heights, NSW, is seeking a Customer Service Coordinator to join the Individual Giving team. You’ll be the first point of contact for donors, providing friendly, professional support via phone, email, and digital channels.

You will help deliver an outstanding supporter experience, support fundraising campaigns and maintain accurate donor records. The role requires strong communication, attention to detail and empathy for people with disability and their

Qualifications

• At least 2 years' customer service experience (retail, contact centre, hospitality or not-for-profit experience welcome)
• Excellent written and verbal communication skills
• Strong attention to detail and organisational skills

Responsibilities

• 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

Skills

Customer service

Communication

Attention to detail

Empathy

Systems usage

Job description

Location Allambie Heights, NSW, Australia Make a real difference every day 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.

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.

Cerebral Palsy Alliance is a ground-breaking, global centre of expertise for cerebral palsy research, advocacy, intervention and assistive technology innovation.

For over 75 years, we have been driven by our founders' vision of a future where nothing is impossible for babies, children, teenagers and adults living with Cerebral Palsy.

Our research and innovation inform our world-class services, which include early childhood intervention, therapy, health and wellbeing, sports, assistive technology, independence skill building, supported accommodation and employment services.

Find out more at cerebralpalsy.org.au