Customer Service Officers - Entry Level

We’re looking for Customer Service Officers to join our Ballarat-based team, supporting members of one of Australia’s largest superannuation funds through important everyday enquiries and life events.

You’ll speak with members over the phone, answer questions about their superannuation, and help guide them through a range of enquiries, from account updates and contributions through to insurance changes and accessing superannuation early due to financial hardship.

You don’t need previous contact centre experience. If you’re a strong communicator, enjoy helping people, and are willing to learn, we’ll provide the training and support you need to succeed.

About the Role

This is a permanent, full-time role based in Ballarat, VIC. You’ll join a supportive team and become the first point of contact for members who need clear, helpful support with their superannuation, retirement savings, insurance, and account management needs.

In this role, you’ll help members understand their options while making sure personal and financial information is handled carefully and confidentially. You’ll receive training on identity verification, privacy requirements, compliance processes, and how to confidently support a broad range of member enquiries.

• Full Time: Rotating roster, Monday to Friday, 8:00am - 8:00pm
• Training: Paid, full-time training provided to help you build confidence before moving into the role
• Location: Onsite at our Ballarat delivery centre

About the Account

This role supports one of Australia’s largest superannuation funds, helping members manage their retirement savings across different stages of life. Members may be contacting us about starting a new job, updating employer contribution details, understanding insurance options, or seeking support during more challenging financial circumstances.

The work combines customer service, education, problem-solving, and care. You’ll help simplify information, guide members through next steps, and provide calm, respectful support while following clear processes and compliance requirements.

What to Expect on the Phones

You’ll support members with a broad range of enquiries, including:

·       Account balances, contributions, and employer contribution updates

·       Personal detail updates and account access support

·       Insurance option enquiries and changes

·       Explaining superannuation information in a clear, easy-to-understand way

·       Retirement savings and general account enquiries

·       Financial hardship and early release application enquiries

·       Following up on existing requests and helping members understand their next steps

Some conversations can be sensitive, particularly when members are experiencing financial stress or uncertainty. You’ll be trained to listen with empathy, stay calm, and communicate clearly while still following strict privacy, verification, and compliance requirements.

You’ll receive comprehensive training, ongoing coaching, and the support of an experienced team to help you confidently manage a wide variety of member interactions while making a meaningful difference to people’s financial wellbeing.

Concentrix is dedicated to creating an inclusive and supportive work environment that values diversity in all forms. As an equal opportunity employer, we invite applications from people of all cultures, abilities, backgrounds, and particularly from First Nations communities. Our commitment to equity, diversity, and inclusion ensures that any necessary adjustments during the recruitment process are accommodated, We invite you to discuss any necessary support or adjustments you may need during the recruitment or employment process, assuring that such needs will not impact hiring decisions.