Client Services Officer

Division: Services Division

Reports to: SST Team Leader

Team: Service Support Team (SST): Senior Client Service Officers (SCSOs) & Client Service Officers (CSOs)

Salary: $60,000 - $70,000 base + super (based on experience)

Are you the person friends call when something's gone wrong, because they know you'll stay calm, ask the right questions, and actually fix it? We want you on our team.

We're looking for a Client Service Officer to join our Service Support Team (SST), a high-volume, fast-paced environment where you'll be the first point of contact for clients via phone and help desk channels. This is a role for someone who thrives on variety, stays calm under pressure, and genuinely enjoys solving problems for people. Not every issue has a textbook answer, so we value people who can think on their feet and find a creative way through.

You'll handle a steady stream of inbound calls and service requests, working closely with your Senior CSOs (SCSOs) and Team Leader to keep things moving and clients well looked after. No two days look the same. You might be troubleshooting a service issue one minute and coordinating an update to a client's account the next, always knowing your work makes a real difference to the people and community we serve.

• Answering a high volume of inbound calls and help desk queries, providing timely, accurate responses
• Managing day-to-day client communications and service requests
• Logging, tracking, and progressing client issues through to resolution
• Thinking creatively to work through tricky, one-off problems that don't fit a standard script
• Identifying when an issue needs to be escalated to a Senior CSO or Team Leader, and doing so promptly
• Keeping accurate, up-to-date records of client interactions and case notes
• Working collaboratively with the wider SST team to balance workload and meet service standards
• Following established procedures to ensure consistent, quality service delivery
• Contributing to a positive, supportive team culture

• Previous experience in a high-volume call centre, help desk, or phone-based customer service role
• A track record of handling complex or escalated customer service situations with professionalism and patience

Customer Service Active listening, empathy, clear communication, rapport-building, conflict resolution, and de-escalation. You know how to manage expectations and keep a call professional even when things get tense.

Creative Problem-Solving A critical thinker who can get to the root cause of an issue, think outside the box when the standard playbook doesn't fit, and land on practical, workable outcomes.

Time & Work Management Strong prioritisation and organisation skills, with the ability to multitask, stay accurate under pressure, and consistently meet deadlines in a busy environment.

Technical & Operational Comfortable with scheduling/rostering, CRM and case management systems, accurate data entry, and Microsoft Office (Excel, Outlook, Word). Good documentation habits and an understanding of SLAs.

Teamwork A collaborative approach: reliable, accountable, and happy to share knowledge, give and receive feedback, and support colleagues across the team.

Communication Confident with professional email writing, difficult conversations, and stakeholder communication.

Personal Effectiveness Resilient, patient, and adaptable, with a growth mindset and the initiative to keep improving how you and the team work.

*Only local applications considered at this time.

• Purpose-led work. Every call is a chance to make a real difference in someone's day, and in the community we serve.
• A close-knit, supportive team. Genuine social connection with colleagues who have your back, not just people you happen to sit near.
• Wellbeing that's taken seriously. Access to our Employee Assistance Program (EAP) and wellbeing initiatives that support you as a whole person.
• Flexibility that fits your life. A hybrid working arrangement blending time in the office with time working from home.
• A place to thrive, exactly as you are. All backgrounds, perspectives, and life experiences are welcome here, and we back you to bring your whole self to work.
• Recognition that's real. Wins get noticed, both the big ones and the small daily ones.
• A voice that matters. A genuinely collaborative culture where your feedback shapes how the team works.

One moment you're helping a client through a tricky situation and turning their day around. The next, you're solving a scheduling puzzle, updating a case file, or teaming up with a colleague to nail a complex escalation. Every issue you resolve helps a client, and helps our community get the service they rely on. If you like knowing your work genuinely helps people, this is the role for you.

Ready to bring your customer service experience to a team that values accuracy, care, and community? Apply today, we can't wait to meet you.