Ready to lead with empathy and excellence? Got admin skills that shine and relationships that thrive? If you're all about service, kindness, and getting things done—come join us!

Foodbank WA is looking for a Network Support Manager. This role will play a pivotal role in expanding Foodbank WA’s reach throughout metropolitan and regional areas, by strengthening support for existing services and systems that benefit clients, agencies, branches, and mobile Foodbank units. The position is instrumental in driving the development and execution of our customer experience strategy, ensuring we consistently provide outstanding service to both clients and agency partners. By addressing customer complaints and concerns with a positive, solution-focused approach, the role helps foster trust and satisfaction across the network.

Benefits

Competitive remuneration package including salary packaging and the opportunity to be part of a dynamic, innovative, and long-standing community services organization.

Key responsibilities

Administering & managing standard operating procedures and registers respectively.

Support the Demand and Network staff with our systems and processes

Work with the team to drive technology adoption

Supports, Demand and Network team, Branches, Agency Relationships Manager to deliver on KPI’s and Customer Experience Strategy

Obtain client satisfaction by understanding their needs, preferences, and concerns — and providing personalised service and support.

Work closely with various teams regional to achieve client/organizational goals and streamline processes.

Role models culturally appropriate behaviours, acts ethically and with empathy, and ensures that the values are consistently reflected throughout the organisation and the way in which services are delivered

Develops tools to monitor the satisfaction rate of Agency/Client Network (e.g., satisfaction surveys) and builds upon findings to further enhance the services provided.

Ensure timely and effective resolutions to customer inquiries, maintaining a high standard of service.

Develop and maintain professional and collaborative relationships with applicants, clients and stakeholders involved the process of dispute resolution

Actively participate in continuous improvement initiatives and business projects

Essential criteria

At least three years’ experience in a similar role, reflecting excellent customer service and relationship building skills.

Demonstrated high level organisational and administrative, skills

Exceptional communication and interpersonal style

Demonstrated confidence in managing challenging situations/conflict resolution

Proven ability to work both independently and in a team environment.

Project and time management skills, including the ability to meet tight deadlines.

The ability to adapt to varying work demands and to be flexible when required.

Positive and friendly attitude.

Strong customer service focus, engagement and commitment.

Strong oral and written communication skills; ability to present information clearly and/or to an audience is highly desirable.

Ability and willingness to travel to regional locations where Foodbank operates

Desirable criteria

Possess good business acumen

Excellent written and verbal skills

Strong Excel and Word skills (Microsoft suite)

Experience working with First Nations Peoples

Data analysis skills, e.g., being able to consider and evaluate food stress index

Experience working in a not for profit (NFP) or community organisation.

Experience working in a busy and high-pressured environment.

Project planning, time management, problem solving and evaluation skills

Ability to work under pressure and to meet deadlines.

Personal attributes

Empathy and Trauma Informed

Commitment to delivering and creating high-quality services.

Role models empathy and excellent customers’ service

Confidence with the ability to build and maintain relationships with a variety of stakeholder.

Strong teamwork, with the ability and social skills to work collaboratively with staff at all levels.

Flexible and adaptable approach to work demands across the whole organisation.

Ability to manage multiple tasks and prioritise.

Self-motivated, proactive with a high energy level.

Ability to work under pressure and to deadlines.

A commitment to quality control and meticulous attention to detail.

Friendly and courteous manner with a strong customer service orientation; and

Commonsense approach

Commitment to delivering and creating high-quality services.

Other requirements

Must be an Australian Citizen/ Permanent Resident

Hold valid Australian work rights

Current and valid WA Drivers' License

National Police clearance; and

Medical assessment of current health

Working with Children Check

If you're ready to make a real impact in a dynamic, purpose-driven organization, we encourage you to apply now.