With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

The role of the Contact Centre Consultant at World Vision Australia (WVA) is to provide superior service to WVA’s supporters and the Australian public, as well as assisting them in understanding WVA’s core purpose and supporting processes. This role specifically engages with supporters in a manner which results in long-term loyalty whilst maximising opportunities to advocate on behalf of children and communities that WVA serve. This role contributes towards achieving acquisition targets for Child Sponsorship and related products through optimising each opportunity to generate funds. This role maintains a resourceful state to establish and build rapport, exploring supporter values in every interaction. Effective story-telling is essential to inspire and influence income generation and loyalty creation. Working both in a team and autonomously, this role maximises contact opportunities and provides accurate and timely responses to supporters. This role will also require provision of operational support to contact centre’ various phone queues, both inbound and outbound, as per business needs.

Responsibilities

Service Excellence

Ensure supporter contact results in meeting or exceeding where possible, the expectations of supporters in line with strategic objectives of the Contact CentreEnsure superior customer service is provided to supportersMeet expected standards in call coaching, Quality Assurance (QA) and Product ManagementBeing available for duties as indicated by the agreed rosterReport on deviations in workflow to the Contact Centre Team LeaderDemonstrate a consistently professional, flexible and courteous attitude / response towards WVA staff, supporters, internal customers and the publicProvide timely, accurate response / follow-up to WV supportersIdentify and maximise critical behaviours to develop long term loyaltyMeet set targets in sales and retention

Grow New and Existing Income

Ensure agreed individual and team targets are achieved in line with strategic objectivesIdentify and maximise all sales leads and opportunitiesMeet expected targets in sales and retentionMaximise opportunities to develop long term loyaltyGrow child and non-child sponsorship income from Australian public and business

Operational Effectiveness

Ensure agreed team standards are achievedUnderstand and competently perform a range of tasks as required by various call and non-call roles in the Contact CentreAccurately maintain supporters’ record / data baseUnderstand and apply Contact Centre Inbound / Outbound call standards and procedures as demonstrated by consistent practices

Qualifications

Completion of VCE or equivalentComputer literacy skills, e.g. strong skills in the use of MS Office Suite; email; calendar; accurate and efficient keyboard / data entry skillsDemonstrated “service excellence” experience, attitude, and patience in building rapport with a wide range of peopleDemonstrated success working within a sales and service environmentApplying, and adapting service concepts, skills and theories in individual interactions with supporters and internal customersIdentifying, analyzing and solving problems effectively and creatively when dealing with customers to determine appropriate actionsCompletion of VCE or equivalentComputer literacy skills, e.g. strong skills in the use of MS Office Suite; email; calendar; accurate and efficient keyboard / data entry skills

Applicant Types Accepted:

Local Applicants Only