Supporter Care Administrator

Cancer Council NSW; Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Salary packaging

Hybrid work model

Staff discounts

Purpose-driven work

Job summary

Cancer Council NSW is seeking a motivated Supporter Care Administrator to join the Marketing & Fundraising team. You will be the first point of contact for supporter enquiries across multiple channels, processing donations, event registrations, and data updates while delivering an exceptional supporter experience.

You will contribute to process improvements, maintain accurate records, and participate in outbound communications to drive engagement, retention and donations.

Qualifications

• 1-2 years of practical experience in customer service with outbound experience
• Enthusiasm for promoting Cancer Council’s vision and services
• Excellent communication skills including a confident and professional telephone manner and proficiency in written English
• Experience working in a busy deadline driven environment and delivering work to service level agreements
• Demonstrate empathy, enthusiasm and a willingness to contribute to the wider team culture
• Experience using a CRM system to inform and record customer interactions
• Computer literate—intermediate knowledge of MS Outlook, Word and Excel

Responsibilities

• Respond to all inbound supporter enquiries across channels (telephone, email, mail, SMS and social) to deliver world-class supporter experience
• Efficient, proactive and timely resolution to all enquiries that our supporters will actively recommend us as their preferred charity
• Supporter education so that our supporters have the knowledge and the tools they require to make the right decision the first time
• Contribute to helping the team to continuously improve our processes and procedures
• Undertake proactive outbound supporter communications (as required) across mail, email, telephone, SMS and online to deliver campaign engagement, conversions and high value support
• Regular giving retention and donation related support, increase donation amount and reactivations

Skills

Customer service

Lead generation/outbound

Communication skills

Deadline-driven

Empathy

CRM software

Tools

CRM system

MS Outlook

Excel

Word

Job description

About Us

Cancer Council NSW (CCNSW) is a community funded and focused not for profit. We are the largest cancer charity inNSWand our point of difference is that we work across every area of every cancer, from research right through to support.

Cancer Council NSW (CCNSW) is a community funded and focused not for profit. We are the largest cancer charity inNSWand our point of difference is that we work across every area of every cancer, from research right through to support.
At CCNSW we understand that nothing feels better than doing work you really care about. As Australia’s leading organisation supporting all peopleimpactedby all cancers, we understand how good it feels to make a difference. We know that almost 1 in 2 Australians are affected by cancer during their lifetime, by joining the passionate team at CCNSWyou’llknow that each day the workyou’redoing will positivelyimpactpeople in your life and Australia.

About the team and the role:

TheMarketing & Fundraisingdivision is embarking on an ambitious growth plan that will change the way we approach supporter experience. The unit will therefore need to contribute to these changes to increase engagement and loyalty.

The Supporter Care Administrators strive to provide an outstanding supporter experience across all CCNSW fundraising offers, including campaigns, appeals, regular giving, philanthropy and gifts inwills. They are the first point ofcontact for all incoming supporter enquiries across mail, email, telephone, SMS and online. The role is responsible for processing donations, event registrations, and data updates, and for sharing supporter insights with a view to continuously improve the care we provide.

About the benefits:

• Generous salary packaging options that can increase your take home pay by paying certain expenses using pre-tax dollars up to $15,900 a year.


• Recognised for Voice Project's 2021 and 2023 "Best Workplace" Award as well as Xref “Best Workplace” in 2025.


• A balanced organisational approach to WFH and office.


• Work for purpose and know that your work fosters an engaged, diverse and culturally aware organisation.


• Discounts available for everyday expenses such as private health,retailand fitness.

Key responsibilities of the role:

• Respond to all inbound supporter enquiries across all channels (telephone, email, mail, SMS and social) to deliver:


• World-class supporter experience to all Cancer Council supporters.


• Efficient, proactive and timely resolution to all enquiries that our supporters will actively recommend us as their preferred charity.


• Supporter education so that our supporters have the knowledge and the tools they require to make the right decision the first time.


• Contribute to helping the team to continuously improve our processes and procedures.


• Undertake proactive outbound supporter communications (as required) across mail, email, telephone, SMS and online to deliver:


• Campaign engagement, conversions, and high value support.


• Regular giving retention.


• Donation related support.


• Increase donation amount and reactivations.


• High-standard record keeping which includes accurate and concise details of all interactions and resolution provided.

About you:

Essential:

• 1-2 years of practical experience in customer service coupled with outbound experiences such as lead generation


• Enthusiasm for promoting Cancer Council’s vision and services


• Excellent communication skills including a confident and professional telephone manner and proficiency in written English


• Experience working in a busy deadline driven environment and delivering work to service level agreements


• Demonstrate empathy, enthusiasm and a willingness to contribute to the wider team culture


• Experience using a CRM system to inform and record customer interactions


• Computer literate–pick up new software easily; intermediate knowledge of MS Outlook, Word and Excel

Desirable:

• Understanding of direct marketing and /or fundraising principles


• Aware of basic marketing concepts and application of this knowledge to outbound communications


• Experience with fundraising software platforms and ticketing systems

CCNSW is an inclusive place to volunteer and work. We embrace diversity, celebrate our differences, and inspire each person to be their authentic self at work. As we strive to represent the communities we serve, we welcome and actively encourage applications from Aboriginal and Torres Strait Islander people and other diverse groups.

If you require any adjustments tosubmityour application, pleaseget in touchwith(Blayze Thomas) [e-mail]

To support an efficient and consistent recruitment process, we utilise AI-powered tools to assist with screening applications. These tools are used as a support mechanism only, and all hiring decisions are reviewed and determined by our hiring team.

Job ad closing: Tuesday 20th of October