Supporter Care Coordinator

HOURS

This is a part-time role, 0.8 of full-time equivalent hours (30 hours per week).

PURPOSE OF THE POSITION

As the Supporter Care Coordinator, you are the first point of contact for our supporters. You play an integral part in delivering best-practice customer service

and driving supporter loyalty and lifetime value. You provide direct frontline support to all Amnesty supporters, both financial and non-financial, including

managing enquiries, requests, complaints, and escalations, while also identifying opportunities to strengthen and deepen supporter engagement with Amnesty.

KEY DUTIES

▪ Deliver high-quality customer service to Amnesty International supporters and members of the public across phone, online, and offline channels, including processing donations and undertaking Action Centre based tasks.

▪ Ensure alignment with Amnesty’s supporter engagement KPIs and organisational goals, including achieving agreed performance standards for retaining regular donors through effective cancellation “save” outcomes.

▪ Report supporter feedback and insights back to AIA to inform supporter engagement with Amnesty campaigns and actions to the wider organisation through expected channels.

▪ Perform the role to a high standard within agreed timelines, and in line with Amnesty International Australia’s vision.

▪ Processing donations from all channels (mail, phone, online) and managing mails.

▪ Supervise volunteers where required.

▪ Other tasks or projects within skill set and competence as required.

QUALIFICATIONS & EXPERIENCE

▪ Demonstrated experience using MS Office applications and online communication technologies, including word processing, accurate data entry, spreadsheets, databases and social media platforms.

▪ Working knowledge of Customer Relationship Management (Blackbaud CRM or the Raisers Edge)

systems.

▪ Proven customer service or supporter-facing experience, ideally in a non-profit or advocacy

organisation.

▪ Experience working in a dynamic, high-volume environment, managing competing priorities and

supporter enquiries.

▪ Track record in using data and analysis.

DESIRABLE

▪ Familiarity with human rights, social justice, or advocacy work, including exposure to mass

mobilisation, activism, organising, or campaigning methods.

▪ Demonstrated experience in or commitment to working with rights holders.

SKILLS

• Strong stakeholder management and communication skills.
• Highly organised, excellent coordination and attention to detail.
• Able to work with people from different backgrounds, fostering an inclusive work environment.
• Change champion and solution mindset.

DIVERSITY, EQUALITY AND INCLUSION

AIA is committed to making reasonable adjustments for candidates with a disability or other access needs during the recruitment and selection process. If you require reasonable adjustments to be made during the recruitment and interview process, please email us at humanresources@amnesty.org.au.

AI Australia is committed to equal opportunities in all areas of our work, community and partner relationships. We want people to achieve their full potential, which will positively impact on our work and the communities in which we operate. At AI Australia, our values empower people to be themselves within an inclusive and supportive environment. We have a global, multicultural following and want to actively contribute to building a more diverse and inclusive team at AI Australia.

We are committed to equal opportunities in all areas of our work, community and partner relationships. We want people to achieve their full potential, which will positively impact on our work and the communities in which we operate. At AI Australia, our values empower people to be themselves within an inclusive and supportive environment. We are a movement of people from all walks of life around the world. We intend to actively contribute to building a more diverse and inclusive team.

DO YOU WANT TO KNOW MORE ABOUT AMNESTY INTERNATIONAL AUSTRALIA?

We are an independent, global movement that campaigns courageously for human rights for everyone.

We’re ordinary people from all walks of life, using our passion and commitment to bring torturers to justice, change oppressive laws and free people imprisoned just for voicing their opinion.

We’re independent of any government, political ideology, economic interest or religion to ensure we can speak out on human rights abuses wherever they occur.

We stand for equality, justice, freedom, and human dignity and uphold these values:

• Empowerment – we build people power
• Persistence – we are resolute in pursuit of our goals
• Integrity – we hold ourselves to the highest standards
• Courage – we are fearless in upholding human rights

Every day we move closer to a world where human rights are enjoyed by all.

HOW TO APPLY

Please submit your application, including a cover letter, and explain how your experience has prepared you for this role.

We will review applications as they are submitted and the job ad might be closed earlier