Supporter Services Team Leader

Beaumont People; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Salary packaging benefits

Hybrid work arrangement

Inclusive and mission-driven culture

Job summary

Beaumont People is partnering with NBCF to appoint a Supporter Services Team Leader in a hybrid Sydney role. You will lead daily donor communications, oversee processing and reporting, and drive continuous improvement to enhance donor experience.

The role focuses on data integrity, CRM management, and building a high-performing, donor-centric team dedicated to NBCF's mission of Zero Deaths from breast cancer.

Qualifications

• 1-3 years' experience leading teams within a customer service or donor services environment.
• Strong CRM and database experience with data accuracy focus.
• Experience delivering exceptional donor experiences and service improvements.

Responsibilities

• Lead day-to-day workflow of the Supporter Services team, ensuring donor service levels are met.
• Coach and develop team members while promoting a donor-centric culture.
• Oversee inbound/outbound donor communications via phone, email and tickets.

Skills

CRM experience

Data accuracy

Customer service mindset

Communication skills

Team leadership

Stakeholder management

Proactive problem solving

Raiser's Edge experience

Excel proficiency

Education

Business / Customer service / Management qualification

Tools

Raiser's Edge

CRM software

Microsoft Excel

Job description

• Permanent, FT opportunity with a leading national charity, National Breast Cancer Foundation
• Drive continuous improvement in the supporter services team, helping to achieve NBCF’s vision of Zero Deaths from breast cancer.

• Permanent, FT opportunity with a leading national charity, National Breast Cancer Foundation
• Hybrid working | Sydney CBD Location
• Drive continuous improvement in the supporter services team, helping to achieve NBCF’s vision of Zero Deaths from breast cancer.

About National Breast Cancer Foundation (NBCF)

The National Breast Cancer Foundation (NBCF) is Australia’s leading not-for-profit organisation funding world-class breast cancer research towards their vision of Zero Deaths from breast cancer.

Since their inception in 1994, NBCF has invested over $250M into more than 650 research projects across Australia. Over the past 30 years the death rate from breast cancer in Australia has reduced by over 40%.

They’ve seen remarkable progress, but the job isn’t done. With a passionate and high-performing team, NBCF continues to drive meaningful impact by funding the very best research and using data to inform smarter decisions across the organisation.

The Role

NBCF are looking for a proactive and donor-focused Supporter Services Team Leader to lead day-to-day service delivery and operational coordination within the Supporter Services team. You will oversee inbound and outbound donor communications, support transaction processing and reporting, and help deliver an exceptional donor experience.

This is a hands on leadership role requiring strong attention to detail, confidence working with data and CRM systems, and the ability to balance operational tasks with team support. You will play a key role in maintaining data integrity, improving processes, supporting donor engagement initiatives, and driving continuous improvement across the Supporter Services function.

The Responsibilities Of The Role Include

• Lead day-to-day workflow of the Supporter Services team, ensuring exceptional donor service and achievement of service levels.
• Support and coach the team while fostering a proactive, donor-centric culture.
• Oversee inbound and outbound donor communications across phone, email and tickets.
• Manage reporting, data hygiene, CRM maintenance and transaction processing.
• Run reports, batch processes and data checks to ensure accuracy and integrity.
• Maintain and update team resources, procedures and training materials.
• Drive continuous improvement across systems, processes and donor experience.
• Monitor team performance, service delivery and operational efficiency.
• Assist with onboarding, training and development of new team members.

Essential Criteria/About You

• 1-3 years' experience leading teams within a customer service, contact centre, supporter services or similar environment.
• Strong CRM and database experience, with confidence navigating systems and managing data.
• High attention to detail and commitment to data accuracy.
• Proven customer service mindset with a passion for delivering exceptional supporter experiences.
• Strong phone manner and experience managing inbound enquiries in a fast-paced environment.
• Proactive, hands on, and solutions-focused.
• Strong communication and stakeholder management skills.
• Continuous improvement mindset, identifying opportunities and driving efficiencies.
• Relevant qualification in business, customer service, management or equivalent experience highly regarded.
• Experience with Raiser's Edge or similar CRM platforms is desirable. Microsoft Excel proficiency is also desirable.
• Aligned with NBCF's mission and passionate about creating meaningful experiences for donors and supporters.

We love partnering with National Breast Cancer Foundation, these are some of the benefits:

• Be part of a mission-driven organisation, contributing directly to improving outcomes for people affected by breast cancer.
• Access to salary packaging benefits
• 50/50 hybrid arrangement over each fortnight.
• Flexible, supportive and inclusive workplace culture.
• Shape a newly evolving supporter services team and contribute to NBCF's mission while enhancing supporter engagement, operational effectiveness, and donor retention.

At Beaumont People we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds and people with disabilities. We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed we would be more than happy to discuss how that can be arranged.