Customer Service Officer

Fixed-term Full-time | 6-Month Contract
Base Location: Parramatta CBD

About the Role

Are you passionate about delivering outstanding customer service and working collaboratively within a dynamic team? Uniting is seeking a dedicated Customer Service Officer to join our team.

In this role, you will facilitate and deliver exceptional customer service while coordinating enquiries and supporting administrative activities in a professional, timely, and confidential manner.

Key Responsibilities

As a Customer Service Officer, you will:

Handle enquiries from potential and existing clients, their representatives, employees, and service providers confidentially and promptly.
Monitor organisational social media channels to ensure timely and appropriate responses to enquiries.
Analyse, prioritise, and resolve issues where possible, escalating unresolved matters appropriately.
Identify and escalate high-risk enquiries to suitably skilled team members.
Comply with relevant legislation, organisational policies, and procedures.
Complete reports, correspondence, filing, and other administrative tasks as required.
Participate in audits and continuous improvement activities to reduce client incidents and unsafe work practices.
Contribute ideas to improve efficiency and service delivery.
Build and maintain positive, collaborative relationships with clients, colleagues, volunteers, and external professionals.
Provide accurate information and timely follow-up on enquiries and complaints.
Communicate effectively via phone, email, video conferencing, and instant messaging.
Support team cohesion by respecting diverse ideas, skills, and perspectives.
Maintain skills and knowledge through regular meetings, supervision, and training.
Support new or less experienced team members by sharing knowledge and modelling best practice.
Qualifications

No formal qualifications are required. This role is ideal for someone looking to take the next step in their customer service career, with strong communication skills and the ability to engage with callers in a professional, empathetic, and articulate manner.

Experience, Skills & Attributes

Typically, 2–3+ years’ experience in customer service or client relations.
Excellent written and verbal communication skills.
Highly organised, accurate, and detail-oriented.
Ability to suggest innovative solutions to problems.
Strong relationship-building and influencing skills within complex organisations.
Ability to identify clients who require specialised communication support.
Even Better If You Have

Experience working in a call centre environment.
Certificate III in Aged Care, Children’s Services, or Community Services.
Knowledge of organisational values and service offerings.
Previous experience in the Human Services sector (Children, Ageing, or Health).
What We Offer You

A rewarding career with a leading human services organisation.
Up to $18,550 in not-for-profit salary packaging.
Access to the U Rewards program with exclusive discounts.
Flexible work arrangements supporting work–life balance.
Affordable access to Fitness Passport (discounted gym memberships).
A supportive, inclusive, and collaborative work environment.
Opportunities for professional growth and development.
Option to purchase additional leave.