Customer Care Engagement Officer
Bulcock Street, Caloundra
Full-time | Permanent
2 roles available
Be the friendly voice that helps people find their next step
At STEPS, we change lives through education, employment and community support. Our Customer Care Engagement Officers are the first hello, the calm guide, and the connector who helps people navigate their way to the right STEPS service.
If you love talking to people, thrive on meaningful outcomes, and enjoy turning conversations into positive action - this could be your perfect next role.
What you'll be doing
You'll be based at our Bulcock Street office in Caloundra, working as part of our Customer Care team and partnering closely with program teams across STEPS.
Your days will include:
* Answering inbound phone calls and emails from people seeking support, education or training
* Listening with empathy and confidently guiding people to the right STEPS program
* Triaging enquiries across NDIS, Education & Training and community programs
* Completing intake details, referrals and follow‐ups using our systems and CRM
* Booking Pre‐Training Assessments (PTAs) and onboarding appointments
* Following up enquiries to keep people engaged and moving forward
* Cross‐promoting relevant programs that may benefit participants
* Supporting outreach activities, including occasional reverse marketing / cold calling
* Tracking enquiries, progress and conversions against clear KPIs
You'll be results‐focused, but always people‐centred.
What success looks like in this role
You're doing well when:
* Enquiries are responded to within one working day
* People feel heard, supported and confident in their STEPS journey
* Conversations lead to meaningful outcomes and service engagement
* You're achieving strong conversion rates and participant satisfaction
* You're building trust and long‐term relationships with participants
About you
You'll bring:
* A confident and warm phone manner - you genuinely enjoy talking to people
* Excellent communication and active listening skills
* Strong admin skills with great attention to detail
* The ability to juggle multiple tasks and prioritise in a fast‐paced environment
* A results‐driven mindset - you like targets and celebrate wins
* Empathy, professionalism, and emotional intelligence
Experience in NDIS, disability, education, training, aged care or customer care will be highly regarded, but we're equally open to transferable skills and the right attitude.
You'll also need
* Strong computer skills and the ability to learn new systems
* Experience logging enquiries or data into a CRM (or similar)
* The confidence to work independently while being a great team player
Mandatory requirements
* Right to work in Australia
* NDIS Worker Screening Clearance
* QLD Blue Card
Why join STEPS?
* Be part of a values‐driven organisation making a real community impact
* Join a supportive, fun and transparent team that celebrates wins
* Learn about a wide range of programs and pathways
* Ongoing training, onboarding and buddy support
* Meaningful work where your conversations genuinely change lives
Working hours
We're recruiting two roles with shared coverage between 8:30am - 5:00pm, ideally:
* One role: 8:30am - 4:30pm
* One role: 9:00am - 5:00pm
Ready to be the first step in someone's journey?
Apply now with your resume and a short cover letter telling us why you'd be great as a Customer Care Engagement Officer at STEPS.