Description:
$44.43 - $44.43
NSW
About the Institute
Located on Gadigal and Bidjigal land (Randwick NSW), Black Dog Institute is the only Medical Research Institute in Australia to investigate mental health across the lifespan, our aim is to create a mentally healthier world for everyone. For the past 20 years, we have been at the forefront of mental health research. Leveraging our relationships with stakeholders and donors, we join the dots by connecting research answers expert knowledge, and the voices of lived experience to deliver solutions that impact and boost the health care system for patients and practitioners alike.
Benefits
- Hybrid work, 2-3 days per week in office, with occasional weekend and evening work required.
- Family first, people first culture, we put our research into action at work to make sure we maintain mental health and wellbeing at work
- Pet friendly workplace
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Employee discounts
The Role
As a Campaign Officer, you will play a key role in supporting participants in our flagship fundraising campaign, One Foot Forward. Reporting to the Campaign Manager and Campaign Coordinator, your primary responsibility is to provide exceptional customer service and community support across email, phone and social media channels. In addition to frontline support, you will also assist with campaign administration tasks and when required help create engaging social content for our channels.
Duties & Responsibilities
Role Responsibilities
• Deliver exceptional customer service by responding to fundraising enquiries across email, social media channels and phone.
• Use Zendesk to manage, track and respond to participant enquiries efficiently, ensuring timely and accurate support.
• Actively moderate and manage participant interactions on social media platforms, particularly Facebook, Instagram and LinkedIn, including the One Foot Forward Facebook Group (e.g. approving member requests, monitoring posts, commenting, and fostering a supportive community).
• Engage with the community across social platforms by responding to DMs, commenting on posts, and encouraging participation through timely and supportive interactions.
• Monitor and respond to comments on paid social media ads, addressing questions and acknowledging supporter stories.
• Complete additional administration and data entry processing as required.
• Obtain permission and stories from participants for potential promotional use.
• Conduct outbound calls to welcome, engage, support and thank fundraisers and donors.
• Maintain and update FAQs, campaign resources and internal documentation to enhance the participant experience.
• Escalate participant issues when necessary and provide detailed feedback to the wider campaigns and support teams.
• Utilise independent judgment with impeccable decision quality and understanding of when and how to escalate.
• Gather customer feedback and report back to the social media and client relations team with information when participants and supporters require further action.
• Assist with campaign-related administration and data entry.
• When needed, create basic social content (e.g. using CapCut, Canva or similar) to help promote the campaign across our social channels.
• Perform other reasonable tasks as required in a rapidly growing and evolving organisation.
Skills & Experience Required
Essential Criteria
1. 1-2 years’ experience in a support, admin, customer service, marketing or not-for-profit role.
2. Strong written and verbal communication skills with a friendly, professional manner.
3. High level of attention to detail, grammar and proofreading.
4. Ability to work both independently and as part of a team, with a proactive approach.
5. A self-starter with a strong willingness to learn and contribute.
6. Empathy and compassion when navigating sensitive conversations or mental health topics.
Desirable Criteria
1. Empathy or alignment with mental health and wellbeing.
2. Funraisin platform experience or similar platform.
3. Zendesk customer support experience or similar platform.
4. Ability to film or edit simple social content using tools like CapCut, Canva or Adobe Creative Suite.
EEO Statement Black Dog Institute is committed to achieving a diverse and inclusive workforce that reflects our wider community. We ensure equal employment opportunity for all, regardless of age, appearance, carer status, cultural and/or racial background, disability, gender identity, lived experience, religion or sexual orientation.
How to Apply
To become a part of the Black Dog Institute team, follow the link to ELMO to apply and submit your most up to date resume. If you are shortlisted for the role, we will call you and let you know you are successful. Please do not respond to any suspicious emails requesting you to upload your ID or personal details. We are a 2022 Circle Back Initiative Employer and commit to respond to every applicant.