Relationship Officer

Position Description
Job Title: / Relationship Officer
Department: / Supporter Engagement Team
Purpose: / Assist the State Reps with scheduling Church deputations and Pastor meetings, make follow up calls to church members following deputations, phone supporters and ask them to give donations to campaigns and/or encourage participation in campaigns and pray for pastors and supporters.
Reports to: / CPA Coordinator
Key Relationships: / Internal Teleservicing team; State Reps; Supporter Engagement staff
External Church Pastors; Church members; Supporters
Hours per Week: / Permanent part time position – 15-20 hours per week (flexible hours)
Location: / TAI Office – 32 Delhi Road, North Ryde NSW
Main Activities
State Rep Support
§  Set up appointments with key pastors (in line with the Church Engagement Journey)
§  Request / follow up deputation opportunities
§  Control calendar appointments
Outbound Calls
§  Call Church members following deputations to provide additional information regarding relevant campaign, respond to queries, follow up interest and/or seek feedback about deputation
§  Make thank you calls to new supporters as part of the new supporter journey
§  Phone single gift supporters to promote BWA recurring giving products (child sponsorship, vulnerable children, projects) and convert them to recurring giving
§  Phone existing child sponsors to promote either an increase to their existing sponsorship or sponsorship of an additional child
§  Phone existing VCF/DAF recurring giving supporters to promote an increase to their existing commitment
§  Offer prayer to supporters. Pray for them over the phone. Send them a card if needed
§  Call other segments as directed by the CPA Coordinator as part of a larger scale marketing campaign
Maintain accurate records
§  Enter call data and responses into the database
§  Update church and supporter details in the database
Secondary Activities
§  Assist State Reps with NEO input of deputations and meetings
§  Update campaign mailing requirements for churches
§  Contact supporters regarding missed contributions for recurring giving
§  Contact supporters with expired/declined credit cards to record new voice authorisations
§  Other duties as directed by the Supporter Engagement Manager or CPA Coordinator
Essential Knowledge, Skills and Experience
Professional Skills, Competencies, Experience
§  Experience working in customer service / telemarketing
§  Demonstrated ability to be self-directed and take initiative with the ability to work to deadlines in a professional and confident manner
§  Demonstrated excellent customer service, and ability to handle sensitive situations in a mature and effective manner in person, or by phone and email
§  Familiarity with Microsoft Office
§  Excellent oral & written communication skills
§  Ability to work as part of a team and meet team objectives
§  An authentic committed Christian:
-  With a strong commitment to Transform Aid International's / Baptist World Aid’s, mission, vision and core values
-  Able to understand, engage with and support the Biblical theology that informs the organisation’s development approach
-  Able to participate enthusiastically in prayer sessions, biblical reflection sessions and church services
Desirable Knowledge, Skills and Experience
§  Knowledge of global poverty and international development
§  Heartto see children free from poverty
§  Experience in the Church/Not-for-Profit/Charity sector
§  Experience working with databases or CRM (customer relationship management) systems
General Notes
Continuous Improvement and Best Practice:
·  As an employee of Transform Aid International / Baptist World Aid, which has a core value of “committed to excellence and quality by being a creative and learning organisation”, you will have opportunity to participate in any continuous improvement exercises and to seek best practice in fulfilling your role.
·  You will also have the opportunity to contribute to the ongoing development and improvement of Transform Aid International / Baptist World Aid policies and practices.
Workplace Health and Safety and Equal Employment Opportunity:
It is your responsibility to take reasonable care for the health and safety of all people within the workplace and for all people who may be affected by your acts or omissions. You will cooperate in implementing WHS legislation and standards.
You are also accountable and responsible for complying with all Transform Aid International / Baptist World Aid policies and procedures designed to eliminate discrimination in the workplace.
Child Safe Organisation:
Transform Aid International / Baptist World Aid is a child safe organisation and all employees are required to read and understand our child protection policy, and in addition, sign and abide by our Child Safe Code of Conduct. All employees are required to provide authorisation for a National Police Check and will be required to gain a Working with Children Check.
Compliance
It is your responsibility to ensure compliance with TAI policies and procedures, legislation, as well as requirements of relevant regulatory bodies, including ACFID and DFAT.
Employee Name
Employee Signature
Date
Transform Aid International / HUMAN RESOURCES / 2