Supporter Experience Officer

• Be a friendly voice for Caritas Australia, delivering exceptional service to our valued supporters every day.
• Join a purpose-driven organisation where every interaction helps create positive change for vulnerable communities around the world.
• 12 month Maximum-term role with Hybrid working
• Join a leading NFP tackling poverty & building a better future for all

Do you enjoy helping people and providing outstanding customer service? As a Supporter Experience Officer, you'll be the first point of contact for our valued supporters, ensuring every interaction is warm, professional and responsive. You'll process donations, respond to supporter queries, manage supporter information, and help support the greater fundraising and supporter engagement activities of our organisation. This is a rewarding opportunity to combine your customer service expertise with meaningful work that directly supports communities experiencing poverty and injustice around the world.

Due to an internal promotion, this position has become vacant. As a result, there is no set closing date for applications, and we will be reviewing applications and progressing candidates to interview as they are received.

About Caritas Australia

We are Compassion in Action. Caritas Australia is the international humanitarian and aid agency of the Australian Catholic Church. We have a vision to end poverty, promote justice and uphold dignity for all. We partner with the most vulnerable communities to help them build better outcomes by improving access to sustainable livelihoods, clean water, sanitation and education.  

Why work for Caritas Australia?

You will join a team of like-minded individuals who are passionate about tackling poverty and injustice. As part of the Caritas Australia team, you will also benefit from: 

• Advance your career within the International Aid & Development sector with a focus on professional development and on the job learning opportunities 

• Hybrid working arrangements, to support your work/life balance 
• Enjoy the perks of our state of the art modern office located in Mascot, with a free fully equipped Gym

• Generous leave benefits including wellbeing, birthday, and 14 weeks of gender-neutral parental leave 

• Not-for-Profit salary packaging offered  

What does the role involve?

This role is at the heart of our supporter experience. As a key member of the team, you'll provide exceptional service to supporters across phone, email and mail, ensuring every interaction reflects Caritas Australia's values and commitment to excellence.

You'll manage the end-to-end processing of donations, maintain accurate supporter records within our CRM, respond to supporter enquiries, and provide a broad range of administrative support that keeps our fundraising operations running smoothly. Working collaboratively across the organisation, you'll ensure supporter information is managed accurately, processes are completed efficiently, and every donor receives the highest standard of service.

Key responsibilities will include (but are not limited to):

• Supporter Care: Deliver exceptional customer service through phone, email and written correspondence, responding to supporter enquiries professionally and compassionately.
• Donation Processing: Process donations, receipting and acknowledgements while ensuring accuracy, compliance and timely follow-up.
• Supporter Administration: Maintain supporter records and process changes to supporter details from a variety of sources with a high level of accuracy,
• General Administration: Provide administrative support including documentation, case management and other operational activities to support the department.

This role is based in our Mascot office and operates under a hybrid working model, including two days per week in the office (Tuesday and Wednesday).

This role is classified as level 3 under the SCHADS award.

Who are we looking for?

We're seeking someone who genuinely enjoys helping people and takes pride in delivering exceptional customer service. You'll be organised, detail-oriented and able to balance multiple priorities while maintaining accuracy and professionalism.

You are an excellent communicator who builds positive relationships with supporters and colleagues alike. Whether working independently or as part of a team, you'll be proactive, adaptable and committed to providing a consistently high standard of service.

You will have a mix of the following qualifications, skills and experience:

• Demonstrated experience in a customer service, supporter care or contact centre environment.
• Outstanding customer service skills with the ability to represent Caritas Australia professionally at all times.
• Warm, engaging and confident telephone manner.
• Excellent verbal and written communication skills.
• Strong administrative skills with exceptional attention to detail.
• Experience processing transactions and maintaining accurate records.
• High level computer literacy, including Microsoft Office.
• Accurate data entry skills with experience using CRM or database systems (Salesforce experience highly regarded).
• Excellent time management skills with the ability to manage competing priorities while maintaining quality.
• Ability to work collaboratively within a team while also demonstrating initiative and working independently.

How to apply

We encourage you to apply even if you don't meet every listed qualification. We value diverse experiences and believe in potential. If you're passionate about delivering exceptional customer service and want your work to make a real difference, we'd love to hear from you.

We encourage applications as they are received and may close the advertisement early if a suitable candidate is identified.

For any enquiries, please contact the People Team at [email protected], or submit your cover letter and CV through the relevant links.

We are committed to ensuring an inclusive recruitment process. If you require adjustments or accommodations during the application or interview process, please let us know.

Our commitment to safeguarding – Caritas Australia recognises the personal dignity and rights of all people, especially children and vulnerable adults. As part of your employment, you will be required to undergo relevant background checks, comply with our safeguarding policies and sign our Code of Conduct.

Our commitment to diversity – We encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability and members of culturally diverse communities.

Our commitment to safety and wellbeing – Depending on the role, Caritas Australia may require health checks or vaccinations to support workplace safety and wellbeing.