Love delivering great service and experience? Lead our Supporter Care team at WWF and turn every interaction into a chance to protect nature and inspire change. Apply now!

• Workplace flexibility including org wide 9 Day Fortnight trial commencing Feb 2026
• WWF-Australia Office - Sydney
• Full Time Ongoing contract
• The nature of the Supporter Care function requires the team and this role to be primarily office-based with some hybrid flexibility
• Join a diverse global network working for people and planet across 100 countries
• Work in a high performing, values-driven organisation

You can find the full position description and selection criteria by (("clicking here")).

About Us

WWF-Australia is an award-winning and innovative organisation determined to do things differently. We use our superpowers to partner in delivering nature-positive solutions, empowering communities, and halting climate change - in Australia, the Asia-Pacific region, the Southern Hemisphere and globally. We are a values-driven organisation with a diverse global network of local organisations working in 100 countries. We work as a catalyst with communities, First Nations, governments, businesses, innovators, and philanthropists towards our global mission: to build a world where people live and prosper in harmony with nature.

About the Role

The role leads WWF-Australia’s customer service team, ensuring exceptional experience for supporters and the public. This role drives a culture of excellence in customer care and supporter-centricity through a proactive and motivational approach.

This is an active leadership role, working alongside the team to inspire, coach and model best practice in every interaction. The Supporter Care Team Lead coordinates team operations, ensuring supporter communications are handled promptly, appropriately and with care. The role also collaborates across the organisation to ensure shared supporter insights drive program improvements and enhance the supporter experience.

Key Accountabilities (Refer to Position Description for full list of Key Accountabilities)

• Coordinates the daily operations of the Supporter Care team, delivering excellence in customer service by navigating resources and workloads effectively, so that enquiries are handled within the agreed Service Level Agreement (SLAs).
• Coaches and develops the Supporter Care team, building a positive, high-performance culture.
• Collaborates to develop and implement supporter experience initiatives including AI that complement acquisition and retention strategies, to agreed team targets.

Skills, Knowledge and Experience (Refer to Position Description for full list of Selection Criteria)

• Proven experience leading and managing staff in a customer service environment
• Demonstrated ability to develop and manage donor or customer service programs to meet KPIs, with success in achieving call rates and maintaining strong data standards.
• Demonstrated ability to establish and integrate exemplary donor or customer care standards into teamwork practices.

Our Commitment to Diversity: WWF values diversity and is building a workforce that reflects the community we serve. WWF is an equal opportunity employer and Aboriginal & Torres Strait Islander peoples, people from culturally & linguistically diverse (CALD) backgrounds, sexuality and gender diverse (LGBTQIA+) community members, and people living with disabilities are encouraged to apply.

Our Commitment to Safeguarding: WWF-Australia is committed to acting with respect and upholding the human rights, welfare and dignity of all persons we employ, engage with or who are affected by our activities and work, with special regard for vulnerable individuals and children.

As part of your employment, you will be required to undergo background checks relevant to your position (eg. Police Checks, Working with Children Checks, Reference Checks), abide by our safeguarding policies, and sign our Safeguarding Code of Conduct.

You can find the full position description and selection criteria by (("clicking here")).

Applications

Please include the following two attachments: (1) a cover letter/statements against the selection criteria no more than 2 pages and (2) your resume (CV).

We may review applications and interview candidates on a rolling-basis, therefore we encourage you to apply at your earliest convenience. 

Note that applicants require current unlimited working rights in Australia to be eligible for this role.

Closing Date: 11:59PM, 14 December 2025

Contact: For any questions, please contact jobs-au@wwf.org.au