Contact Centre Officer

Centacare • Brisbane, AL

2d • Hybrid

About The Position

Centacare is seeking an experienced customer service professional for the role of Contact Centre Officer within their Aged Care & Home Safety team. This position serves as the primary point of contact for clients, responsible for delivering high-quality customer service through responding to inquiries, assisting with service bookings, resolving issues, and guiding clients through available services. The role operates within a supportive team environment, requiring professional customer support across multiple channels (phone, email, face-to-face, digital) and meticulous record-keeping to ensure a positive customer experience. Upon successful completion of training, this full-time role offers a hybrid work arrangement, with four days of remote work and one day per week in a Centacare office.

Requirements

• A minimum of three years' experience in customer service, contact centres or administration.
• Excellent verbal and written communication skills with a strong customer service focus.
• Demonstrated ability to build positive relationships with clients, colleagues and stakeholders.
• Strong organisational skills with the ability to manage competing priorities.
• Proficiency in Microsoft Office and the ability to quickly learn new systems and technology.
• Strong problem-solving skills and the ability to exercise initiative.
• Ability to work independently and collaboratively within a team.

Nice To Haves

• Certificate III or higher in Business Administration, Customer Service or a related field (desirable).

Responsibilities

• Deliver professional, empathetic and efficient customer service via phone, email, face-to-face and digital channels.
• Respond to client enquiries, assist with service bookings and support issue resolution.
• Assist clients to navigate Centacare's Aged Care & Home Safety services.
• Process and maintain accurate client records and service requests.
• Complete administrative tasks, including data entry, reporting and document preparation.
• Liaise with internal teams and external stakeholders to support service delivery.
• Communicate service offerings and eligibility requirements clearly and professionally.
• Adhere to organisational policies, procedures and confidentiality requirements.
• Contribute to continuous improvement initiatives and support the Customer Experience (CX) survey process.

Benefits

• Hybrid work arrangements following successful completion of training.
• A supportive and collaborative team environment.
• Meaningful work where you can make a genuine difference in the lives of our clients.
• Ongoing learning and professional development opportunities.
• Competitive salary in accordance with the Centacare Community Services Enterprise Agreement.
• Salary packaging benefits.
• The opportunity to build a rewarding career with one of Queensland's leading community service organisations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree