Customer Experience Officer

ELMO•Grafton, MA

About The Position

Embarking on a career journey with Social Futures means becoming part of a mission that goes beyond just a job. We are a voice for social change in regional Australia, with a history spanning over 50 years. Your role within our dedicated Customer Experience team will offer you the opportunity to Showcase your excellent customer service skills in person and by phone Share information on our programs with community and stakeholders Support new customer enquiries and their referral pathways Provide additional administrative support to selected programs which can lead to career advancement Joining us, you will provide an individualised response to participants in a manner which reflects Social Futures’ values of Inclusion, Integrity and Learning and that sensitively and appropriately meets the needs of a range of customers. This role is a great opportunity to learn about community services and programs from the front line. Here’s how it will help transform your career: Gain valuable knowledge across four key service streams of children, youth, families and employment; disability inclusion; housing and homelessness; and mental health and wellbeing. Expand your network by working with a broad range of specialist staff and stakeholders Broaden your customer service and administrative skills to include face to face, online and phone based service solutions. This role will be predominantly phone based, with front of house face to face customer service required also. At Social Futures, we believe in the value of your voice, and we are dedicated to making positive changes every day. We’ve got your back in providing a supportive and inclusive workplace, one that celebrates diversity and promotes inclusion. Here, your wellbeing matters to us. Among the benefits, we offer flexible working options, access to ongoing learning and development, generous salary packaging options, a staff well-being program, and the opportunity to bank additional days leave per year. Additionally, we prioritise safety and uphold that Social Futures isn’t just a workplace; it’s a community. Here, we believe in inclusivity, integrity, and learning. Why you’ll like working with us: Your voice will be valued and heard in our mission to support positive social change You’ll be part of a supportive, diverse, and inclusive environment where we celebrate individuality We prioritise your wellbeing, with benefits such as External Supervision, flexible working options We are looking for a person dedicated to great customer service and a desire to make a difference. The successful candidate will have:

Requirements

Previous experience in a customer service role in a service organisation, with experience working with a diverse community including people who may present in distress.
Experience in de-escalation techniques.
Experience in using client records management systems.
Well-developed interpersonal skills, including the ability to communicate effectively with a wide range of people and provide relevant and accurate information to stakeholders.
Demonstrated ability to identify and prioritise issues, problem solve, generate solutions and work collaboratively to achieve a successful outcome.
Ability to use technology to effectively undertake a wide range of administrative functions.

Responsibilities

Showcase your excellent customer service skills in person and by phone
Share information on our programs with community and stakeholders
Support new customer enquiries and their referral pathways
Provide additional administrative support to selected programs which can lead to career advancement
Provide an individualised response to participants in a manner which reflects Social Futures’ values of Inclusion, Integrity and Learning and that sensitively and appropriately meets the needs of a range of customers.