Supporter Engagement Team Member

Role Description
Memb
Purpose
Handle all enquiries in a professional manner, providing a “STAR”
experience to our Supporters through the delivery of outstanding
supporter service.
Convey Starlight values and brand message at every opportunity –
really listening to our supporters, and resolving their enquiries.
Starlight Engagement Team’s mission is to give all supporters a STAR
experience (Something They’ll Always Remember).
Reports To
Team
The Supporter Engagement Team (SET) is the first
point of contact for all enquiries. Enquiries are
received via our 1300 number, email or via our
website. The types of enquiries include – donations,
offering goods and services, volunteering, and
Wishgranting. The SET Team also handle all enquiries
relating to Starlight’s Community Events such as Super
Swim.
Supporter Engagement Team Manager

Supporter Engagement - (70%)

• Answer inbound calls on Starlight’s 1300 727 827 number, liaising as necessary with appropriate Starlight
Teams
• First point of contact for supporter queries through various touchpoints including: Starlight.org.au, email &
social media.
• Deliver excellent supporter experience and care through all contact points ensuring queries, complaints and
donations are managed in a timely and efficient manner. Going that extra mile to thank supporters
• Contribute to SET’s retention rate of >20% for regular monthly donors calling to cease their support
• Thank you calls to donors and fundraisers on a regular basis
• Conduct outbound calls as required
• Prompt and appropriate response to internal & external queries
• Support major fundraising initiatives through follow up with potential donors, supporters and volunteers
• Assist in opening and processing donations

Reporting & Administration - (20%)

• Ensure & maintain accuracy of Starlight’s donor database including donor contact details, communication
preferences, direct debit details
• Responsible for processing high volume donations for appeals including daily reconciliation, in a timely manner.
• Preparation and mailing of tax receipts across all business functions
• Assist Supporter Engagement Team with administration of community fundraisers (sanctioning fundraising
events and providing support to Starlight’s community fundraisers)

Relationships - (10%)

• Act as support to Reception to cover leave, including answering all incoming phone calls, walk-in queries &
couriers
• Attend various Individual Giving meetings on a regular basis, with individual input encouraged

• Calls answered in a professional manner

• Contribute to SET’s retention rate of >20%
• Fundraising & donor administration
• Quality and accuracy of supporter information collection
• Queries answered in a timely and professional manner
• Strong positive relationships with internal and external teams
• Behave in line with STARS values
• Friendly, courteous and respectful phone manner as well as the ability to display kindness and empathy in all
interactions
• Strong written and verbal communication skills
• Ability to multitask
• Strong attention to detail and accuracy
• Excellent problem solving skills, and ability to think outside the box
• Ability to apply appropriate discretion and confidentiality
• Strong sense of initiative
• Team player with willingness to assist across the group
• A desire to have fun and be part of a high performing team

Essential:

• 2+ years experience in a customer service environment

• Hold a valid Working with Children Check or be willing and eligible to obtain one prior to commencement
• Satisfy a National Police Check (Fit 2 Work)
• Provide professional referees

Desirable:

• 12 months or more in a contact centre environment

As a team member I will:

• Live our SHINE value
• Embrace Starlight’s philosophy, culture and commitment to Safeguarding Children and Young People
• Maintain Cosmos records inc. all interactions with families, volunteers & donors
• Be a Starlight Advocate
• Effectively engage, support and utilise volunteers
• Embrace “I Care” and respond to all queries within 24 hours
• Be an active Starlight Team Member and positively participate in meetings
• Develop and deliver on goals, including taking responsibility for my learning and development
• Participate in “Get Connected” program each quarter
• Be accountable for my personal safety and the wellbeing of those around me

Starlight Children’s Foundation exists to brighten the lives of seriously ill and hospitalised children, young people and their
families. In every State and Territory of Australia we provide positive and enriching experiences that support their well-
being and resilience. Our most important responsibility is to ensure Starlight Programs are provided in an environment that
is caring, nurturing and safe for all children and young people. You are required to share this commitment, including
following our SCYP Policy, Code of Conduct and undertake the required training.