Supporter Experience Lead
About us
Cancer Council NSW (CCNSW) is a community funded and focused not for profit. We are the largest cancer charity in NSW and 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 Australia’s leading organisation supporting all people impacted by 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 CCNSW you’ll know that each day the work you’re doing will positively impact people in your life and Australia.
About the role:
We are seeking an experienced, hands-on, contact centre leader who understands how to run a live service operation, build capability over time, and influence change in complex environments.
Our small Supporter 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 function’s development. Key elements of this change include introducing and embedding an outbound calling capability alongside existing inbound services and improving the contact centre technology and tools that support the team.
The successful candidate will need to operate confidently in a steady‑state environment, maintaining service continuity while working over time to lift capability, and shape longer‑term improvements. 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 across digital, fundraising, product, and technology teams to ensure supporter interactions continue to support broader organisational objectives.
About the benefits:
- Generous salary packaging options that can increase your take home pay by paying certain expenses using pre-tax dollars up to $15,900 a year.
- Recognised for Voice Project’s 2021 and 2023 “Best Workplace” Award as well as Xref “Best Workplace” in 2025.
- A balanced organisational approach to WFH and office
- Additional performance-based leave available.
- Work for purpose and know that your work fosters an engaged, diverse and culturally aware organisation.
- Discounts available for everyday expenses such as private health, retail and fitness
Key responsibilities of the role:
- Lead the Supporter Care team to deliver consistent, high‑quality supporter experiences across all contact centre channels
- 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, contributing front-line insights to campaign and fundraising strategy
- Translate contact data and insights into 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 technically feasible solutions
- Work with service delivery partners and temp agencies to manage capacity during peak periods
About you:
Essential:
- Proven experience leading customer service or contact centre teams
- Subject matter expertise in 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 communication and stakeholder engagement skills
Desirable:
- Experience in a not‑for‑profit or mission‑driven environment
- Familiarity with agile or continuous improvement methodologies
CCNSW is an inclusive place to volunteer and work. We embrace diversity, celebrate our differences, and inspire each person to be their authentic self at work. As we strive to represent the 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 to submit your application, please get in touch with Blayze Thomas at careers@nswcc.org.au
Job Advert closing: 5th June 2026
