Customer Service Consultant

Join our team in a dynamic role tailored for those who believe in delivering exceptional Customer Service. As a Customer Service Consultant, you’ll be the frontline voice representing Better Place Australia, ensuring seamless interactions with our clients and external stakeholders across multiple channels including phone, email, and web chat.

Your responsibilities will include:

• Delivering top-tier Customer Service in line with Better Place Australia’s performance and knowledge management standards. Our clients include adults, children, separated couples/parents, their families, and partnering agencies.
• Directing customers to the right internal personnel for specialised assistance when inquiries go beyond the scope of the frontline Customer Service.
• Handling essential client administration tasks, including data entry into our client management system and crafting emails to both staff and clients.
• Embodying a proactive approach, using sharp critical thinking and strong problem-solving skills to exceed customer expectations.

If you’re passionate about making a difference and have an innate ability to connect with and assist others, we’d love for you to be a part of our journey.

Better Place Australia has a vision of “An Australia where all people experience positive relationships, truly value each other and live safer, more confident lives”. As a community focused not-for-profit organisation with an ever-growing range of psychological and community support services, Better Place Australia is taking a leadership role in the provision of high-quality, effective services for a wide range of community groups across 14 locations in Victoria. 

Better Place Australia is on the lookout for individuals who not only excel in Customer Service but also bring empathy, cultural awareness and expertise in health/community services.

To qualify for this role, you’ll have:

• A proven track record in frontline Customer Service, ideally in the health/community services sector.
• Exceptional communication and interpersonal skills and be adept in engaging and forming connections with individuals undergoing crises.
• A minimum of a Certificate IV or Diploma in Welfare, Community Services or other related discipline, or equivalent relevant experience.
• Familiarity with community support services such as family mediation, dispute resolution, financial counselling, and psychological services including child, family, couples, and individual counselling.
• Exceptional written skills.
• Demonstrated ability to thrive in a team environment.
• Demonstrated proficiency with computer systems and technology.
• Robust administrative abilities.
• Strong organisational and time management skills.

Given the nature of services we provide, it’s vital that you can approach interactions with deep cultural awareness and sensitivity, particularly as our clients may be navigating challenging personal circumstances.

Salary

Better Place Australia is serious about being an employer of choice and to back that claim we offer:

• Attractive above-award salary rates
• Additional gifted annual leave days between Christmas and New Year
• 17.5% annual leave loading
• 12 weeks paid parental leave
• Up to 20 days family violence leave
• Paid study leave and extensive professional development opportunities

Salary Packaging

Better Place Australia has generous salary packaging benefits up to $15,900 which increases your take home pay. This includes personal expenses, meal and entertainment expenses. Salary packaging is an Australian Taxation Office approved means of restructuring your salary to reduce your taxation.

Workplace Flexibility

Better Place Australia offers the capacity for many of our staff to work remotely from their homes where the service delivery allows for it.  Access to information technology is provided to allow you the flexibility of working from home while remaining connected to your Better Place Australia team, other staff and management.

Subject to operational requirements, Better Place Australia also offers a range of flexible options, including purchased annual leave and flexible start and finish times.

We encourage you to talk to us about what flexibility might look like for you and your individual needs.

Professional Development

Better Place Australia values our employees by supporting professional development to develop the knowledge and skills of our staff to better meet the needs of our clients.  For this reason, we offer paid study leave and other professional development opportunities. Clinical supervision is provided for all staff who require it for their professional practice.

Better Place Australia 

Better Place Australia offers a workplace culture reflective of a vibrant, learning organisation where our people are highly engaged in their work and committed to making a difference.  As an equal opportunity employer, we aim to create an inclusive environment where differences including gender, age, culture, disability, sexuality and family and caring responsibilities are valued. We invite you to be part of a not-for-profit organisation that fosters a diverse workplace.

Like to know more?

This position is available on a full-time basis and is based at our Head Office in Cheltenham.

Whilst we appreciate the interest of all prospective candidates, please note that only short-listed applicants will be contacted.