Customer Service Officer

Our Organisation 

Guide Dogs Victoria is a leader in breaking down barriers that enable our people to live life without limits.

Our organisation recognises and responds to the diverse needs and choices of our Clients. We specialise in providing high quality and safe services and supports to people living with low vision or blindness and other disabilities.

We are one of Australia’s most trusted charity and an employer of choice in the disability and aged care sectors. We recognise and celebrate the diversity of our employees and volunteers and the benefits this brings to our organisation. Our people enjoy an inclusive and culturally safe work environment free from all forms of discrimination. Guide Dogs Victoria is a place where talent is recognised and innovation is encouraged.

The Role

We have an exciting opportunity for a Customer Service Officer to join our Customer service and Innovation team based in Kew. This is a permanent role, working in a full-time capacity. 

Reporting to the Customer Service Coordinator, you will be the first point of contact for all incoming enquiries to Guide Dogs Victoria, and to provide administrative support to the Client Services team in the delivery of our services.

Responsibilities 

First point of contact

• Welcome visitors to Guide Dogs Victoria’s reception in a courteous and respectful manner.
• Coordinate the receipt of incoming mail and distribute accordingly.
• Maintain the reception waiting area to high standards of presentation.
• Respond to email enquiries on Guide Dogs Victoria’s generic email address.
• Organise and manage couriers.
• Provide information on the dog reclassification process and respond to enquiries over phone.
• Be the first and primary contact for all incoming phone calls to Guide Dogs Victoria.
• Engage and build relationships with clients, health professionals and volunteers.
• Provide relevant information to clients in an accessible manner, and warm transfer calls internally and externally.

Client and Client Services Support 

• Undertake an initial needs identification and risk assessment with any presenting clients.
• Identify and discuss relevant support and service options together with the client and connect them with relevant services and supports from within Guide Dogs Victoria. 
• Develop client service agreements and send to clients in advance of appointments.
• Collect and input client data into Salesforce (CRM).
• Register new clients and referral sources into Salesforce.
• Maintain administrative duties associated with Puppy Raising and Temporary Care of Puppies.
• Provide administrative support functions including, processing reports, letters, typing, photocopying, faxing, processing photos for distribution to raisers and clients, emailing and newsletter distribution, and external mail (including alternate formats for clients such as Braille, Large Print, Audio and email). 
• Engage with volunteers in the delivery of administration support.
• Assist in the evacuation of employees in emergencies, including communications via the PA system.

Qualifications

• Desirable: Certificate III in a relevant discipline (i.e. Disability, counselling or social work) or equivalent industry experience.

Knowledge, Skills and Experience

• Exceptional Customer Service and communication skills.
• Excellent client assessment and support skills including risk identification.
• Well-developed engagement, listening and telephone counselling skills.
• Ability to be resourceful so as to identify relevant information and resources for clients.
• High level understanding of the support and services provided by Guide Dogs Victoria
• Great problem solving skills.
• Excellent verbal communication skills, good grammar and enunciation.
• Experienced and skilled in accurate data entry and Microsoft suite programs (Salesforce experience preferred).

Benefits

• A competitive remuneration package that reflects skills and experience, which includes tax free salary packaging of up to $18,550.
• 6 weeks paid parental leave.
• Support towards your professional development including paid study leave, educational assistance and an external mentoring program. 
• Wellbeing program which includes an annual wellbeing calendar, discounted health insurance, employee assistance program, skin checks and annual flu vaccinations. 
• Reward and Recognition program. 
• Join us in making a difference in the lives of those we serve – both human and canine!

Important

We are an equal opportunity employer who is known for providing a work environment that embraces and values diversity, equity, inclusion and accessibility. We encourage applicants of all backgrounds, including  Aboriginal and Torres Strait Islander people, people with disabilities including low vision or blindness, people from CALD and LGBTQIA+ communities, and people of all ages to apply for our roles.

We are committed to making workplace adjustments and to support candidates through the recruitment and selection process. Please reach out to our team at **@guidedogsvictoria.com.au if you require reasonable adjustments be applied.

Mandatory Safety Screening Checks  

This role requires the successful candidate to complete and receive a clear result for National Police Check, Working with Children Check and if required, further compliance checks based on the position requirements. 

All employees are also required to comply with COVID-19 vaccination requirements as a condition of their employment. Vaccination evidence or valid medical exemption must be provided prior your commencement date.