Supporter Services Officer

Australia, Jobs and volunteering, Melbourne
  • Hybrid Working (home/ Melbourne CBD office)
  • Salary Packaging available
  • Full time, permanent role, Mon-Fri 9am-5pm.

About us:

WaterAid is an international not-for-profit, determined to make clean water, decent toilets and good hygiene normal for everyone, everywhere within a generation.

Since we started, we’ve remained resolutely focused on tackling these three essentials that transform people’s lives. Without all three, people can’t live dignified, healthy lives. With all three, they can unlock their potential, break free from poverty, and change their lives for good.

WaterAid works through supporting local organisations and government authorities to design and demonstrate appropriate and sustainable water, sanitation and hygiene programmes. We also seek to influence policy change through government and other key sector actors to secure and protect people’s right to safe, affordable water and sanitation services.

Purpose of the role:

The Supporter Services Officer is the pivotal point of contact between WaterAid, our supporters and members of the public. They make sure our supporters have the best possible experience and feel valued in every interaction with us. Key responsibilities include: handling calls on our supporter hotline, processing donations, sending thank you letters and answering queries via phone, email and mail.

Please note that this role manages the Supporter Hotline and so the working hours are set at 9am-5pm (week days only).

About you:

You will have excellent customer or supporter service skills and work at your best in a public-facing environment, comfortable on the phone, over email or letter. You will have experience using a CRM and can handle multiple administrative tasks efficiently. You love working as part of a team, but you are capable of working independently and on your own initiative to ensure that deadlines are met.

To be successful in this role you will have:



  • Previous employment in administration and/or customer service.
  • Demonstrated ability to improve process and quality.

Knowledge and skills

  • Excellent written and verbal communication skills.
  • Strong administrative and word processing skills, and other skills required in a self-servicing post.
  • Experience using a CRM system.
  • Proven ability to work to a high standard and with an eye for detail, working under own initiative to strict deadlines, and managing multiple projects simultaneously.

Personal qualities

Commitment to WaterAid’s values and standards of safety of children and protection from sexual exploitations and abuse in all our activities

Demonstrate an understanding of inclusivity across gender, culture, LGBTI and sexual orientation and gender identity, ethnic diversity and cultural sensitivity.

Ability to work independently but also work well within a collaborative team environment.

Can- do attitude and collaborative style to support team



  • Experience working within marketing or fundraising teams
  • Working knowledge of a supporter fundraising or membership database system such as Raiser’s Edge, DonMan or Blackbaud CRM

Physical Environment and Demands

Ergonomic work stations within an open plan office, standing desks, recreational area and flexible work environment.


Please submit your resume and a cover letter which addresses the full selection criteria as identified in the Position Description. Please send to [email protected] by the end of Sunday 5 March.

Applicants must have the right to work in Australia.

WaterAid is a child safe organisation committed to protection of people we serve. Our recruitment and selection procedures are designed to ensure we only recruit people who are suitable and aligned with our standards on the safety of children and protection from sexual exploitation and abuse. All appointments are subject to appropriate background checks and screening.

We promote diversity and equality in all our practices. Aboriginal and/or Torres Strait Islander people are strongly encouraged to apply.

Only shortlisted candidates will be contacted. All applications will be treated confidentially and for shortlisted candidates, permission will be sought before contacting any referees.