Customer Service Officer (Communities)
Are you passionate about delivering exceptional customer experiences? Do you thrive in fast‐paced environments and bring empathy, integrity and results‐driven energy to every interaction? If so, we want you on our team!
About the Role
As a Customer Service Officer, you'll be the first point of contact for our valued customers, scheduling appointments, resolving queries, de‐escalating challenging situations and ensuring every interaction leaves a positive impression. You'll work across multi‐site teams, using telephony and CRM systems to navigate complex environments with precision and care.
Qualifications
* Proven experience in de‐escalating tense or challenging customer interactions.
* Familiarity with CRMs and customer databases; confident navigating multiple systems.
* Background in a complex call centre or fast‐paced retail environment.
* Experience working with KPIs and performance targets.
* Excellent interpersonal skills with genuine empathy for people.
* Strong problem‐solving and critical thinking ability.
* A collaborative team player who thrives in multi‐site team environments.
* Exceptional attention to detail and organisational skills.
Responsibilities
* Actively seek to understand customer needs during inbound calls and proactively engage with customers to schedule appointments.
* Process detailed information consistently and accurately, ensuring nothing slips through the cracks.
* Absorb new information quickly and apply it effectively to improve performance and service delivery.
* Take direct action to meet and exceed objectives, always striving for excellence.
* Perform under pressure with composure, resilience and professionalism.
* Remain fully functional and focused in changing environments, whether it's new systems, procedures or customer behaviours.
* Uphold the highest standards of conduct, aligning with our values and culture in every decision and interaction.
Benefits
* Access to purchase additional leave
* Discounted health insurance
* Car leasing packagesService recognitions
* Opportunity to experience the various APM Group Human Services brands for skill set growth and career advancement
If you're ready to make a meaningful impact and grow your career in customer service, we'd love to hear from you.
This position is contingent upon the successful completion of all mandatory pre‐employment checks, which may include background verification in accordance with applicable laws and company policy.
Screening Checks Required
* NDIS Worker Screen Check
* National Police Check
We encourage applications from Aboriginal and Torres Strait Islander peoples and from people with a disability.
At APM, we celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from people of all ages, nationalities, abilities, and cultures, including Indigenous peoples, the LGBTQI+ community, and people with disabilities.
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