Are you motivated to help have a positive impact of people's lives? Do you enjoying working with people from all walks of life? Our Customer and Vendor Sales Support Coordinator role is part of the WA Operations team (based in East Perth) providing support to participants of The Big Issue's Street Magazine Enterprise and Women's Workforce. This is a casual contracted role. Extra hours may be available to help cover other staff leave for instance. Seeking candidate available to work around 22 hrs /week across 3 days (Tuesday, Thursday and Friday). Customer and Vendor Sales Support Coordinator The Big Issue Australia is an independent, not-for-profit social enterprise that develops and operates initiatives aimed at supporting people experiencing homelessness, marginalisation, and disadvantage. Through enterprises such as the Street Magazine Enterprise, the Women’s Workforce, Community Street Soccer, and the Big Issue Classroom, we create opportunities for people to positively change their lives. We believe in promoting dignity, independence, and social inclusion through entrepreneurial practices and community engagement. As part of the Women's Workforce Enterprise, the National Customer Support Centre (NCSC) is a social enterprise of The Big Issue. The NCSC creates meaningful employment opportunities for women who have experienced barriers to employment, supporting them to develop workplace skills, confidence and financial independence. 1. Position objective: We are seeking a motivated, practical and people-centred Support Coordinator to support the day-to-day delivery of The Big Issue's WA operations, including vendor support, Women's Workforce and/or Customer Support shifts, and related administration. Reporting to the State Operations Manager, this role works under general guidance within established procedures and provides respectful, support to vendors, participants, customers, volunteers and community stakeholders. The role will oversee and conduct routine shift activities for a limited number of participants, including but not limited to onboarding, setting up shifts, training, allocating routine tasks, monitoring workflow and escalating issues. The role plays a key part in creating safe, welcoming and organised program environments, building participant confidence and independence, supporting magazine sales and customer service, and strengthening relationships with referral agencies and community partners. 2. Reporting Relationships: · Reports to: State Operations Manager – WA, SA and NT · Direct Reports: None · Internal Stakeholders: Operations, Finance, HR, IT, Customer Support Staff, Women’s Workforce, Vendors · External Stakeholders: Callers (customers), referral/support agencies, volunteers, training providers 4. Core Functions/ Responsibilities Day-to-day shift coordination - Women's Workforce and customer support (40%) Oversee guide Women's Workforce and/or customer support shifts according to established work plans, procedures and manager guidance. Monitor performance, attendance, and call quality. Set up the daily work environment, allocate routine tasks, monitor workflow, attendance, breaks, quality and completion of shift activities. Provide practical guidance to participants, volunteers and lower classified employees on established procedures, safe work practices, customer service expectations and task standards. Support accurate data entry, attendance records, shift notes and timely escalation of service, safety, welfare or conduct concerns to the supervisor or manager. Maintain a safe, respectful, trauma-informed, female-friendly and culturally safe working environment. Ensure work areas are clean, accessible and safe. Training & Capability Development (25%) Assist in onboarding new team members and support delivery of established training content developed by the customer support centre team. Support with facilitating regular workshops and training sessions for the NCSC. Support the use and upkeep of existing training materials. Vendor engagement, sales and support (20%) Support the vendor community and undertake day-to-day administration for the Street Magazine Enterprise in WA. Support vendor sign-up, induction, role information, training and ongoing engagement. Administer the pitch booking system and maintain accurate vendor, pitch and sales records. Undertake pitch walks to provide encouragement, practical information and sales support to vendors. Participate in vendor activities, including the fortnightly vendor breakfast. Support magazine distribution, stock handling, cash/EFTPOS processes and promotional materials in line with established procedures. Provide information, support and encouragement to help vendors build confidence, independence and capacity to increase sales. Monitor pitch and selling-location issues such as weather, safety, access, transport interfaces, construction impacts, public interaction and other foreseeable risks, and escalate concerns appropriately. Assist with orders, subscription and customer support tasks, mail-outs, packing requirements, returns, stock movements and basic reporting. Maintain accurate records in relevant systems and ensure information is handled in line with privacy and confidentiality requirements. Prepare routine updates, shift notes, sales/customer support information and administrative records for review by the relevant manager. Assist with fundraising, awareness and community engagement activities Identify and build working relationships with appropriate community agencies and organisations that support people experiencing homelessness, marginalisation, family violence or other barriers to participation. Support referral pathways for vendors and participants, including warm referrals where appropriate and escalation of welfare concerns. Assist the State Operations Manager with council, community, agency and stakeholder relationships that support vendor pitches, program participation and sales growth. Attend local stakeholder meetings where required and provide practical input on program needs, vendor support and service gaps. Represent The Big Issue in a respectful, non-judgmental and professional manner. Quality Assurance & Reporting (10%) Audit calls for quality and accuracy; deliver feedback. Document performance trends and training needs Monitor calls using standardised tools and refer performance insights to senior team members. Stakeholder Collaboration & Communication, Cross Program Support (5%) Liaise with HR to support employee wellbeing. Coordinate with IT and admin teams for systems support, access and issue resolution Respond to routine customer, subscriber, supporter and stakeholder enquiries professionally and in accordance with procedures. Work collaboratively with the WA Vendor Support team, Women's Workforce team, Customer Support, State Operations Manager and National Operations Manager. Build positive working relationships with other Big Issue program staff, including Community Street Soccer, Women's Workforce, Street Magazine Enterprise and The Big Issue Classroom. Contribute to strategies that support vendor numbers, magazine sales, customer experience, participant engagement and program quality. Assist with Community Street Soccer Program activities or other Big Issue events where required and appropriate. Attend team meetings, training and debriefs; share local feedback and support continuous improvement. Child Safe & Vulnerable Persons Commitment Adhere to all relevant policies protecting children and vulnerable adults. Report any concerns promptly, in line with organisational procedures. And other tasks as directed. 5. Key Selection Criteria Understanding of homelessness, social disadvantage, trauma-informed practice and/or the community services sector. Experience coordinating day-to-day activities, shifts, customer support, administration, events, sales operations or similar routine service delivery. Strong verbal and written communication skills, including the ability to communicate respectfully with people from all walks of life. Strong organisational skills, time management and ability to manage competing priorities under general guidance. Previous experience working with, supporting or providing customer/community service to people from marginalised backgrounds. High attention to detail and ability to maintain accurate records, systems and administrative processes. Ability to follow procedures, apply limited initiative within established guidelines and escalate matters appropriately. Friendly, flexible and energetic approach to work, with a commitment to dignity, respect, inclusion and excellent support. Computer literacy, including ability to use email, Microsoft Office and program/customer records systems. Ability to undertake pitch walks, basic manual handling and shift setup tasks safely. Attributes Empathetic, resilient, and values-aligned with The Big Issue. Strong organisational and problem-solving mindset. High emotional intelligence and adaptability. 6. Conditions of Employment Award & Classification: SCHADS Award – 2.2 Hours: Casual – Tuesday, Thursday, Friday Location: East Perth Salary & Benefits: Base salary per current SCHADS pay guide; super at SGC rate; salary packaging; EAP We are an Equal Opportunity Employer, welcoming people with disability or lived experience, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community and those people who identify as Aboriginal and Torres Strait Islander to our team. When you join The Big Issue, we will value each individual's unique contribution. How to apply for this job To apply, please send a copy of your CV and a cover letter briefly addressing the key skills and knowledge listed above Applications close 3pm Tuesday 28 July. Applications may close earlier if the right applicant is found prior. Prior to an offer of employment all applicants must undertake a National Police Check. Any questions email: State Operations Manager - WA, SA and NT Matt Stedman bigissue.org.au
