- Make a life changing difference everyday
- 12-month contract role (with the possibility of extension)
- Child focused role

Make-A-Wish

Make-A-Wish is one of Australia's most trusted charities and part of the largest wish-granting organisations in the world.

We partner with children with life threatening conditions, their families, and medical teams to grant wishes as unique as the children who imagine them. At Make-A-Wish, our mission is to grant the wish of every eligible child as we believe these wishes complement treatment, build resilience and bring hope to these children and their families when they need it most.

The Role:

As a Wish Catcher, you will be one of the first points of contact for families after their child's wish application has been approved. You will guide families through the early stages of their wish journey, creating a warm, clear and supportive experience while gathering the information needed to understand and confirm the child's true wish.

This is a highly organised and relationship-focused role. It combines meaningful conversations with families and children with detailed administration, task management, accurate record keeping and responsibility for keeping wishes progressing.

You will conduct family onboarding and Wish Capture calls, prepare accurate Wish Concept Briefs, support volunteers, and collaborate with colleagues and other stakeholders throughout the wish journey.

You will need to confidently manage competing priorities, work within established processes and timeframes, recognise risks or delays, and elevate concerns appropriately. The right person will combine empathy and excellent communication with exceptional attention to detail, sound judgement and a proactive, solutions-focused approach.

Key responsibilities:

- Be a welcoming and supportive first point of contact for families, conducting onboarding calls,



explaining the wish journey and helping families understand what to expect throughout the process.
- Build genuine rapport with wish children and families, listening carefully and gathering the information needed to understand, assess and confirm the child's true wish.
- Schedule and facilitate Wish Capture calls, then prepare accurate, child-focused Wish Concept Briefs that capture the child's wish, individual needs and all information required to progress it.
- Manage wishes from onboarding through to handover to the Wish Design and Wish Maker teams, monitoring progress, meeting agreed timeframes and escalating risks, delays or urgent matters appropriately.
- Maintain accurate wish information, records, activities, tasks and dashboards in Salesforce, working within agreed KPIs and task-management processes.
- Support volunteers throughout Wish Capture by providing clear communication, guidance, feedback and administrative assistance, and reviewing their reports for accuracy, completeness and child focus.
- Work collaboratively across the Wish Team and with families, medical teams, volunteers and other stakeholders to provide an exceptional and empathetic wish experience.
- Send welcome packs and wish coins, contribute ideas for improving the experience of children, families and volunteers, and follow all child-safeguarding, privacy, risk, compliance and record-keeping requirements.

About you:

You are empathetic, organised and confident communicating with people from a wide range of backgrounds.





You understand that creating an exceptional experience requires human connection and disciplined follow through. You can listen carefully, ask thoughtful questions and support families with warmth, while also maintaining accurate records, meeting deadlines and progressing multiple pieces of work.

- Experience in a fast paced customer service, administration or program support environment.
- Empathy, maturity and resilience when communicating with children and families in challenging circumstances.
- Strong organisation, prioritisation, written communication and attention to detail.
- Experience supporting people through onboarding or a service journey.
- Strong relationship building and collaboration skills across families, colleagues, volunteers and other stakeholders.
- The ability to work independently while remaining team-oriented and accountable.
- A proactive, solutions focused approach, with sound judgement about when to act or elevate.
- Confidence using systems and working within processes, deadlines, compliance and child-safety requirements.
- Experience using Salesforce or a similar CRM would be desirable.

About The Process

If you are inspired by our mission to play a critical role in making wishes possible for children in Australia and have the empathy, organisation and accountability required to create an exceptional family experience, we would love to hear from you.

The Most Important Thing

Make-A-Wish Australia is proud to be a child-safe organisation. Our recruitment practices are strictly adhered to during the application and interview process and include thorough screening to ensure that anyone joining us at Make-A-Wish aligns with our values and commitment to child safety. Everyone working with Make-A-Wish Australia needs to obtain a Working With Children Check and undergo identity, social media and police pre-screening.

We look forward to hearing from you.

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📌 Wish Catcher (Melbourne)
🏢 Make-A-Wish
📍 Melbourne