SACA is looking for an experienced Customer Service Officer to join our Membership team. The Member Services Officer is a full-time position, responsible for performing duties related to the effective administration and servicing of SACA and Adelaide Strikers Membership. This includes connecting with existing, new, and potential Members to renew or sell membership offerings, processing and balancing payments and ensuring quality and accuracy of data with the Membership databases. The Member Services Officer will also co-ordinate and support campaigns, services and activations on match days and Member events throughout the year. As a key role within our Member Services team, you will demonstrate enthusiasm and passion for providing 'world class' service to our Members. Key responsibilities:
Provide world class customer service to SACA and Adelaide Strikers Members. Ensure Member enquiries are handled in a manner that positively represents our premium Membership offerings, whether by telephone, face to face, online or written correspondence. Assist the Member Services Team Leader with the daily operations of the Membership Services office, including Member enquiries, database updates, payments and daily reconciliation, and ensure tasks are completed on time and with a high level of accuracy and service. Assist with the delivery of the SACA Membership renewal offering, renewal process and annual Membership fulfilment, which includes Membership Cards, lanyards and letters. Assist with the delivery of strategies to drive Member retention and engagement, including Member events, activities and benefits. Co-ordinate and deliver on outbound telephone campaigns, as required. Maintain Membership database systems, paying particular attention to accuracy so that Member payments, fulfilment and communication can be effectively carried out. Contribute to the delivery of the Membership program such that it generates value for money and enhances the Member experience. Negotiate and liaise with internal and external stakeholders to reach the best outcome for the SACA Membership program (i.e. Ticketek, partner integration, Adelaide Oval, suppliers, fulfilment house). Work at and assist with the delivery of the Membership Services match day offices on match days, ensuring they are organised and maintain a high standard of presentation and service. Assist with the delivery of Membership match day services, events, and experiences. Assist with the delivery of event administration and coordination for all events attended by Members, including both match day and non-match day events. Data entry and on-going maintenance of Membership database systems to ensure accuracy of records and data privacy standards are met. Contribute to ongoing improvement of Membership processes, including but not limited to creating and updating manuals and reference materials, as required. Ensure system notes are correctly applied to Member accounts after each contact point. Coordinate and deliver on regular and additional database reporting to ensure card and pack fulfilment, payment and communications can be effectively delivered. Troubleshoot problems, carry out investigations and provide solutions. Comply with all SACA policies and procedures. Liaise with appropriate internal and external stakeholders for database management to lodge requests for data and database tasks. Ensure work undertaken is completed accurately and meets deadlines. Contribute to achieving required output for customer service, data management, growth and financial budgets. Assist with adhering to the annual Membership budget in conjunction with the Membership team. Process payments received via mail, in person, phone and email, while ensuring data and financial security is maintained. Process and balance cash, EFTPOS, cheque and money orders for Memberships and other products. Assist with cash & EFTPOS balancing within the office and at match days and events, as required. Assist with servicing failed payments and barcode blocking procedures, to ensure non-compliance financial targets are met for Members on payment plans. Assist with achieving annual Membership card and revenue targets. Demonstrate a team-based approach to achieving the best outcomes for SACA in accordance with SACA's How We Play Behaviours. Ensure compliance with contractual obligations including MOU and department specific contractual arrangements. Proactively promote and comply with WHS policies and procedures within compliance with WHS requirements. Ensure adherence to appropriate standards of safety, welfare and health. Any other duties as required/instructed by Management. Assist Member Services Team Leader to provide a healthy work environment that encourages teamwork and supports SACA values and promotes a positive culture. Update job knowledge by participating in educational and learning opportunities, where applicable. Provide assistance with Membership training, database training and match day training for new staff. Attend and contribute to departmental and interdepartmental meetings as required. You will hold a valid Working with Children Check or have the ability to obtain one.
About SACA
The SACA is one of the nation's premier sporting bodies, with a vision for cricket to be Australia's favorite sport – a sport for all Australians. Operating within the sports and entertainment industry, SACA offers an exciting and dynamic working environment, and is responsible for overseeing and developing cricket on a State level. The SACA is responsible for coordinating international and domestic cricket matches, Premier cricket matches and community carnivals, coaching and development and pathway programs for girls and boys, coaching, umpiring, volunteer development and ground management. It also administers high performance cricket in South Australia, including the SA Men's and Women's Teams and Adelaide Strikers women's and men's teams. What's in it for you?
SACA has an Employee Benefits Program which allows permanent staff to access a wide range of benefits and services whilst they are employed at SACA. SACA Membership Tickets
– Staff will receive two SACA Members Tickets to allow them entry into all International and Domestic games in South Australia. Flexible Working
– RnR Leave ensures staff recharge with a fifth week of annual leave. Discounts with Partners
– Enjoy discounted rates at places such as Adelaide Oval, RoofClimb, Oval Hotel, New Balance, Bleasdale Wines – the list continues! Wellbeing and Social Club Programs
– Healthy Living initiatives are organised alongside medical checks to support employee wellbeing. Reward and Development
– SACA has monthly employee recognition awards and learning and developing initiatives.
Want to join our team?
If you are ready to join SACA in our vision to inspire and unite the South Australian community through cricket and are aligned with our values of accountability, team first and world class, we want to hear from you! At SACA we are committed to the ongoing journey of nurturing a diverse and inclusive workforce, and offer equal opportunities to all. We are proud to respect, embrace and celebrate diversity and strongly encourage applications from people of all ages, ethnicities, abilities, sexual orientations, gender identities and Aboriginal and Torres Strait Islander peoples.
We are committed to providing a safe environment for children across Australian Cricket, and we also offer a flexible work environment for employees. We measure ourselves on our behaviours - our people value accountability, a team first approach and being world class.
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