The Customer Service & Administrative Support role will provide support to the Volunteer Coordination Unit (VCU) team; utilising existing and further developing skills in administration, managing data and systems.  

  VCU provides support to The Smith Family, by overseeing the administrative processes involved in the recruitment, screening and matching of volunteers to opportunities and tasks which help strengthen our organisational capacity and to meet student outcomes in our programs.

  The focus of the Unit may differ across the year according to the volunteering needs of the organisation as we engage over 5000 volunteers nationally. The Unit is part of the wider national Volunteering team where volunteers are key enablers in the contribution, they provide to support our work.  

  Through this role, volunteers provide critical background support for the educational and social development of young Australians growing up in poverty to thrive in their education.

Key Activities/ Duties: The role consists of two parts as below. You may work through one or both parts of the role.

Customer Service Responsibilities:

• Provide customer service via incoming and outgoing phone enquiries (no cold calling)
• Conduct reference checks for potential volunteer applicants
• Monitor and categorise incoming communications through a ticketing system (Zendesk)

Administrative Support Responsibilities:

• Support the implementation of a range of administration and customer service activities relating to the volunteer screening process including the checking and processing of volunteer paperwork
• Validate National Police History Checks and verify Child Protection Checks
• Understand and use multiple systems to process, review, input, and extract data. (CRM database)
• Monitor and categorise incoming communications through a ticketing system (Zendesk)

Selection Criteria: Skills, experience, education, attributes

• Attention to detail – reviewing and screening documents
• Advanced computer skills including database. management including Practical working knowledge of systems such as MS Office 365 including MS Dynamics
• Highly effective customer service and interpersonal skills
• Excellent communication skills, both written and spoken
• Ability to adhere to and practice policies regarding privacy & confidentiality, and child protection among others
• Data management alongside accurate data entry
• The ability and willingness to be a strong team player
• Ability to learn new technology and adapt to a changing environment
• Desired experience working or volunteering in a customer service or administrative-focused environment
• Ability to multitask and work within timelines

Positive Impacts:

• Developing skills and gaining experience in administration including managing data and systems
• Developing skills and gaining experience in Customer Service
• Satisfaction in supporting the cause of education and upliftment of children in poverty
• Opportunity for networking and social interaction across teams