About us The Shop, Distributive and Allied Employees Association (SDA) is the largest union in South Australia and represents workers in retail, fast-food and warehousing. We fight for fairness at work and improving the lives of our members. The SDA represents over 33,000 members across South Australia, the Northern Territory and Broken Hill.

We are a values-driven organisation committed to equality, respect, collaboration and continuous improvement. Our Membership Engagement team plays a critical role in supporting, retaining and advocating for our members.

About the Role The SDA is seeking a passionate and organised Membership Engagement Officer to join our Membership Engagement team.

This role is hybrid administration and member service role, responsible for delivering high-quality service to SDA members and potential members through inbound and outbound communication channels, including phone, email and scheduled appointments. The Membership Engagement Officer supports member retention, accurate membership data management, and effective engagement by providing advice, resolving issues and escalating matters to Legal, Advocacy or Industrial teams when required.

The role works collaboratively within the Membership Engagement unit and rotates across Frontline Support, Outbound & Retention, and Membership & Data functions as directed by the Membership Engagement Coordinator and senior membership engagement officer to meet operational needs.

Qualifications & experience

- Strong oral and written communication skills
- Excellent interpersonal and customer service skills




- Ability to work independently and as part of a team
- Robust organisational skills with the ability to manage competing priorities in a fast-paced workplace
- High attention to detail and accuracy in data entry and record management
- Confidence engaging with members via phone, email and face-to-face
- Commitment to trade union values and member advocacy
- Experience in administration, customer service, call-centre, union, or member-based organisations (desirable)
- Experience working with databases or CRM systems (IMIS or similar highly regarded)

Tasks & responsibilities Member Engagement Officers are trained and work across a number of tasks and functions, including:

Frontline Member Support & Operational Support

- Act as the first point of contact for member and public enquiries via phone, email or in person
- Manage and respond to enquiries received through shared inboxes
- Answer incoming calls redirected from other teams
- Update member details in internal systems
- Provide accurate information about SDA services and refer matters to Legal, Advocacy or Organising teams
- Assist with mail-outs, office administration, reception support and meeting room setup as required

Outbound & Retention
- Make outbound calls to members for follow-ups,



scheduled appointments and retention purposes
- Assist members to update payment details and membership status
- Assist our organising and campaign teams in outbound member communication
- Record all call outcomes accurately and escalate unresolved matters as required

Membership & Data Support
- Maintain and update membership data, spreadsheets and dashboards
- Process membership applications and keep member details updated
- Support reporting accuracy and service metrics in collaboration with the Data Analyst

Collaboration & Continuous Improvement

- Participate in team meetings, training and daily huddles
- Contribute to a positive, respectful and collaborative team culture
- Provide feedback on member trends and process improvements
- Undertake other duties as directed by the Membership Engagement Coordinator, Senior Membership Engagement Officer or Secretary

Benefits & Remuneration

- This is a part-time position
- The hourly rate is $36.98
- Additional 2.75% to superannuation
- 5 weeks of annual leave with the ability to purchase more
- Supportive, values-driven team environment
- Ongoing training and development

Applications To be considered, applications must include a cover letter and a current resume. In your cover letter, please also answer at least two of the following questions:

- If your day suddenly changed and your priorities were reshuffled, how would you respond?
- If your team described your work style in three words, what would they be and why?
- Why are you suitable for this role?

📌 Member Engagement Officer (Kent Town)
🏢 SDA
📍 Kent Town