Supporter Experience Lead

Supporter Experience Lead

About us

Cancer Council NSW (CCNSW) is a community funded and focused not for profit. We are the largest cancer charity inNSWand our point of difference is that we work across every area of every cancer from research right through to support.

At CCNSW we understand that nothing feels better than doing work you really care about. As Australias leading organisation supporting all peopleimpactedby all cancers we understand how good it feels to make a difference. We know that almost 1 in 2 Australians are affected by cancer during their lifetime by joining the passionate team at CCNSWyoullknow that each day the workyouredoing will positivelyimpactpeople in your life and Australia.

About the role:

We areseekingan experienced hands-oncontact centre leader who understands how to run a live service operation build capability over time and influence change in complex environments.

Our smallSupporter Care team plays a critical role in our fundraising and supporter engagement activities and this role is focused on supporting the next phase of the functions development. Key elements of this change include introducing and embedding an outbound calling capability alongside existing inboundservices andimprovingthecontact centre technology and tools that support the team.

The successful candidate will need tooperateconfidently in asteadystateenvironmentmaintainingservice continuity while workingover timeto lift capability and shapelongertermimprovements. Change in this context will be driven through trust influence data and consistency rather than disruption.

You will work closely with the Team Leader and with stakeholders acrossdigital fundraising product and technology teams to ensure supporter interactions continue to support broader organisationalobjectives.

About the benefits:

• Generous salary packaging options that can increase your take home pay by paying certain expenses using pre-tax dollars up to $15900 a year.
• Recognised for Voice Projects 2021 and 2023 Best Workplace Awardas well asXrefBest Workplace in 2025.
• A balanced organisational approach to WFH and office
• Additionalperformance-based leaveavailable.
• Work for purpose and know that your work fosters an engageddiverseand culturally aware organisation.
• Discounts available for everyday expenses such as private healthretailand fitness

Key responsibilities of the role:

• Lead the Supporter Care team to deliver consistenthighqualitysupporter experiences across all contactcentrechannels
• Support the team through a period of change helping embed clear structures rhythms and ways of working
• Set clear performance expectations and support the team to deliver against agreed service standards and outcomes
• Act as a contact centre subject matter expert contributingfront-lineinsights tocampaignand fundraising strategy
• Translate contact data andinsightsinto practical improvements that enhance supporter experience and reduce avoidable contact
• Act as a key subject matter expert in the transition to a new contact centre platform integrated with CRM and marketing systems and AI solutions
• Work closely with IT platform teams and vendors to translate business needs into technicallyfeasiblesolutions
• Work with service delivery partners andtempagencies to manage capacity during peak periods

About you:

Essential:

• Proven experience leading customer service or contact centre teams
• Subject matterexpertisein contact centre platforms with experience working closely with IT and technical teams
• Experience leading or contributing to contact centre or CRM/platform implementations
• Demonstrated experience or strong interest in applying AI and automation to improve contact centre or customer outcomes
• Strong operational leadership capability including setting clear expectations and driving outcomes
• Experience using data and KPIs to inform decisions and improve performance
• Strong communicationand stakeholder engagement skills

Desirable:

• Experience in anotforprofitormissiondrivenenvironment
• Familiarity with agile or continuous improvement methodologies

CCNSW is an inclusive place to volunteer and embrace diversity celebrate our differences and inspire each person to be their authentic self at we strive torepresentthe communities we serve we welcome and actively encourage applications from Aboriginal and Torres Strait Islander people and other diverse groups.

If you require any adjustments tosubmityour application pleaseget in touch withBlayze

Job Advert closing: 5th June 2026