Supporter Care Manager

About the McGrath Foundation:

We are the McGrath Foundation. Each of us, and all of us, together. And what we do matters. It matters to the thousands of families going through cancer.

They are why we show up each day. The families we know and the ones we don’t. The families that need the support of a McGrath Cancer Care Nurse.

Showing up at the McGrath Foundation means showing up with your head and your heart.

It means bringing all your knowledge, your expertise, and your experiences.

And matching it with all your care, your courage and the commitment to support others.

We are the McGrath Foundation. Care to join us?

Why the McGrath Foundation is a great place to work:

We have a clear purpose: What we do and why we do it matters.

We have a strong brand: We are a trusted and well-known brand across Australia.

We support flexibility: We embrace hybrid working and where possible, offer flexibility in core hours, including part-time options.

We offer attractive salary packaging benefits: Not-for-Profit salary packaging is offered to reduce your taxable income and keep more of your pay in your pocket.

We care about your overall wellbeing: We offer a range of generous leave options and free access to Sonder, an innovative total wellbeing platform.

We have fun, together: The annual Pink Test and is our major fundraising event and it’s part of our DNA. We come together and work as a team to make it happen. We have fun and celebrate our success, because success means we can help deliver care to more people experiencing cancer.

More about the role:

We’re looking to add to our talented and high performing team with an amazing Supporter Care Manager.

Reporting directly to our Head of Supporter Operations, this role will lead, motivate, and develop the small in-house Supporter Care team to deliver best in class customer service to our supporters.

For those of you that like a little more detail, key responsibilities include:

• Lead, motivate, and develop the Supporter Care Team, creating a high performing culture, where every individual can provide best in class service, meeting and exceeding their targets.
• Develop and implement processes to ensure effectiveness of the team and support fundraising goals, including clear and effective briefings.
• Develop effective written and verbal communications to inspire support in the form of scripts, standard responses, email templates, etc.
• Maintain a responsive and effective complaints and compliments process, ensuring supporter feedback is utilised for continuous improvement.
• Develop, implement and monitor KPIs and ensure reporting to all stakeholders.
• Ensure accurate supporter communication records.
• Adhere to organisational and industry standards and policies.

What you bring to the role:

Our ideal candidate is someone with at least 5 years experience leading and motivating Supporter Care Teams and proven experience managing inbound and outbound call centres.

You have demonstrated success in achieving excellence in a supporter contact environment and have high computer literacy and competency using a CRM (Salesforce experience desirable).

You are a great communicator with strong administrative and process development skills. You are also positive and have a respectful attitude, especially when facing objections and challenges.

First and foremost though, you are a great people leader, inspire your team to be awesome and are self-motivated, solutions focussed and highly collaborative by nature.

So if this sounds like you, we’d love to hear from you!

We value diversity!

The McGrath Foundation is an employer of equal opportunity and celebrates the diversity of our team. We encourage candidates of all backgrounds to participate in our recruitment processes.

If you are passionate about making a positive impact and you see yourself in this role, we'd love to hear from you! If you have any further questions, please contact the People and Culture team on people.culture@mcgrathfoundation.com.au.

Applications will be reviewed and progressed on a rolling basis. Candidates are encouraged to apply as soon as possible.

This is a direct search process so respectfully, no agencies please.