Member Engagement Officer

ACTU Member Connect Pty; Sydney; Hybrid; AUD 79,000 - 97,000; Full time

Benefits offered by this job

12.5% superannuation

4 weeks annual leave

6 months parental leave

17.5% annual leave loading

Job summary

The Australian Services Union NSW & ACT Services Branch is seeking a full-time Member Engagement Officer based in Redfern. The role focuses on customer service with members via phone, email and text, plus data entry and administrative support.

You will provide information about membership benefits and help resolve member enquiries. You should have strong communication skills, proven customer service experience, and proficiency in Microsoft Office.

Qualifications

• Commitment to trade union principles.
• High level verbal and written communication skills.
• Proven customer service experience.
• Ability to work as part of a team and independently.
• High proficiency in Microsoft Office.
• Ability to accurately record information.
• Ability to prioritise workload and work autonomously.

Responsibilities

• Regular in and outbound communication with members by phone and email.
• Provide members with information about benefits of membership.
• Update and record member details accurately.
• Identify and resolve issues for members.
• Provide information and advice on industrial rights and entitlements.
• Understand differences between individually driven issues and collectively driven issues.
• Identify disputes that have organising opportunities or potential for collective action in the workplace.
• Process new membership forms.
• Respond to and resolve membership enquiries and issues.
• Administrative support and reception duties.

Skills

Verbal communication

Written communication

Customer service

Microsoft Office

Data entry

Record information

Workload prioritisation

Autonomy

Teamwork

Tools

Microsoft Office

Job description

Member Engagement Officer (full-time)

The Australian Services Union NSW & ACT Services Branch (ASU) is a progressive, active and growing Union. We are committed to organising members to grow their Union and win campaigns that make a real difference for workers, contributing to a fairer society.

The role is a customer service focused role that involves emailing, calling, and texting members. We’re looking for a good communicator and someone who is comfortable with new technologies. The role will also include data entry and administrative support.

Key Responsibilities

• Regular in and outbound communication with members by phone and email.
• Provide members with information about the benefits of their Union membership.
• Update and record member details accurately.
• Identify and resolve issues for members.
• Provide accurate and relevant information and advice to members on industrial rights and entitlements.
• Understand the differences between individually driven issues and collectively driven issues.
• Identify disputes that have organising opportunities or the potential for collective action in the workplace.
• Process new membership forms.
• Respond to and resolve membership enquiries and issues.
• Administrative support and reception duties.

Selection criteria

• Demonstrated commitment to trade Union principles.
• High level verbal and written communication skills.
• Proven customer service experience.
• Ability to work as part of a team and independently.
• High level of knowledge and competency in Microsoft Office.
• Ability to accurately record information.
• Ability to prioritise workload and work autonomously.

Conditions

• Full time, 35 hours per week (a part-time position may be considered).
• Commencing salary $87,791 pa plus 12.5% superannuation.
• Redfern based - close to public transport.
• 17.5% annual leave loading.
• 12 rostered days off (RDOs) per year.
• 4 weeks annual leave plus Christmas shutdown.
• 6 months paid parental leave.