Do you excel in providing excellent customer service and administrative support?

Scouts NSW is currently seeking a customer-focused and detail-oriented Member Experience Officer to provide customer and administrative support as part of our Member Experience Team, contributing to the overall improvement of our member experience.

The Member Experience Officer is a part time position (21 hours/week) responsible for handling all inbound member enquiries as a first point of contact and providing guidance and support to members regarding membership processes and requirements. This role will also provide administrative and technical support when required by maintaining the Association’s membership databases, directories, and systems, preparing and distributing relevant materials and documentation related to Scouts Membership as well as supporting Adult Leader Training and Member compliance.

Key Duties of the Role:

• Confidently manage inbound member enquiries, via both email and phone. Provide realistic timely solutions to Members to resolve issues. Communicate progress and resolution of issues to Members.
• Provide member support by advising and guiding them, including comprehensive understanding of Scouting to develop broad and deep knowledge of the Association’s structure, function and requirements in order to provide accurate information across a wide range of member enquiries
• General administration and technical duties to support the Member Experience Team, as required
• Administrative support for adult leader training courses State-wide

Essential Requirements

• Higher School Certificate or equivalent, or higher
• Minimum 3 years’ experience in a customer service call centre environment
• Previous experience in a fast-paced, customer-facing environment
• High level of competence in Microsoft Office suite including Word, Excel, Access and Outlook and competency in database and online learning systems use

Preferred Requirements

• Administrative and/or clerical experience
• Knowledge and understanding of adult learning principles, competency-based training and assessment and workplace training methodologies
• High level of competence in Microsoft Office suite including Word, Excel, Access and Outlook and competency in database and online learning systems use

Successful applicants will need to have or be willing to obtain an employed Working with Children Check and National Police Check.

To Apply
Send a copy of your resume and a cover letter via email to Mel.Dimmock@nsw.scouts.com.au