Support Officer - Customer Care

• Full time, permanent role 

• North Melbourne based (relocating to Docklands 2025)

• Work for the world’s largest humanitarian organisation 

About Red Cross 

Australian Red Cross is part of the world’s largest humanitarian movement. We support and empower people and communities in times of vulnerability. We act for humanity. 

About the role 

The Customer Care Team are the front line to Red Cross and are our brand ambassadors, supporting our mission by creating memorable experiences for our customers. This role will require you to consistently deliver incredible, immersive, and exciting experiences to all our current and future supporters. You will play an integral part in engaging, converting, growing and retaining our valuable supporter base across several cohorts.

Outbound calling will be required and will be based on monthly volumes of leads, which may include other cohorts of the Red Cross client base. This role must achieve monthly individual supporter experience, acquisition, and retention targets through all inbound/outbound channels. You are required to achieve KPI’s in areas such as supporter delight, upsell/cross sell of other Red Cross products of both a financial and non-financial nature and Trust & Respect. You will also be required to support Disaster appeals when activated.

What you will bring 

• A proven successful record in a sales/target-driven, fundraising or call centre environment.
• Proven ability to provide a professional and empathetic approach when engaging and acquiring customers
• Sales or Marketing background to assist in the development and implementation of cross-sell/ up-sell, retention and reactivation strategies within the Customer Care Team.
• Superior interpersonal skills including ability to interact and engage with people from a wide range of backgrounds.
• Proficient in Database management, Microsoft Excel and Zendesk.
• Experience with Social Media platforms is a plus. Experience in financial spreadsheets and financial reconciliations highly regarded.

Benefits that act for you, while you act for humanity 

Financial wellbeing: In addition to your salary, you can take advantage of salary packaging that could provide you with a great way to reduce the amount of tax you pay - and get more from your salary. You can salary package up to $15,900 for living expenses (such as rent, groceries, utility bills); up to $2,650 for holiday accommodation and meals when dining out; Novated car leases; superannuation and purchase additional annual leave. 

Health & Wellbeing: You can tap into specialist advice for nutrition, sleep, resilience and mindfulness, as well as access to guided meditation and other wellbeing programs. 

Work/Life Flexibility: You can access flexible working arrangements, paid ‘Me’ day just for you and a wide range of other paid leave options 

Career development: Access to ongoing learning, training, and development courses 

Further information  

This role is covered by the Social, Community, Housing and Disability Award – Level 3.  

Applications close:  Thursday 12th September

For any enquiries, please contact Patrick Keenan at pkeenan@redcross.org.au – please note this is only for enquiries, all applications must be submitted through our website for consideration.  Whilst we appreciate interest in our roles, we will not be engaging with Agencies or Agency Candidates for this role

Thank you for considering a career at Red Cross. We also have great opportunities to volunteer. Click here to find out more. 

Job Ref # 11485