Senior Member Service Officer

3 weeks ago

Sydney, New South Wales, Australia Capricorn Full time

Who are we?

Capricorn is a member-based financial services organisation which exists to improve the lives of over 25,000 Members across Australia and New Zealand by supporting them in building stronger automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and more. Last financial year Member purchases exceeded $2.93 billion and Member returns exceeded $72.5 million.

A great place to work

When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses – not the other way around.

We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked And here's our commitments to you:

  • Provide a diverse and inclusive workplace – because we know how important it is for everyone to be treated fairly and with respect.
  • Give you flexibility – it's important to recognise we are all unique and need to create work life balance.
  • Offer paid parental leave – that supports both parent's leave and their transition back to work.
  • Create a fun environment – our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.
  • Work perks – that our employees actually use, such as a fantastic reward and recognition program, wellness program, additional leave purchase and so much more

The role and what we are looking for

To provide excellence in Member Service by ensuring the appropriate resolution of queries on first contact for Member Trade accounts, products and services. Will be reporting to Member Service Team Leader.

Some of your key responsibilities will include

  • Act as SME for the team and assist in providing coaching and feedback to Member Services team members as required, ensuring that excellence in Member experience standards are met and a high level of morale is maintained and promoted.
  • Evenly distribute Cases, CRM re-allocation, emails and myCAP requests to the Member Service Officers as required.
  • Providing coaching and training as required.
  • Provide leadership to the Member Services team as required.
  • Work closely with the Member Services Team Leader in resolving internal team issues to ensure a timely and effective resolution within Corporate Policies and Procedures.
  • Answer incoming calls from relevant phone queues as required, with a view to providing problem resolution on first contact.
  • Action and respond to email & portal enquiries within Service Level Agreement timeframes.
  • Resolve general enquiries as they arise with a view to resolving those queries in a timely manner.
  • Liaise with suppliers and service providers as well as other internal departments to ensure the successful and efficient resolution of queries.
  • Liaise with Area Managers as required to ensure they are kept well informed of Member & Supplier concerns and escalate queries to field staff if required.
  • Conduct outbound call campaign calls as set our and rostered by Member Services Team Leader.
  • Adherence to Capricorn's Code of Conduct. The code provides the standards for appropriate ethical and professional behaviour.
  • Operate in accordance with our Values of Accountability, Courage, Collaboration and Trust, which provide the foundation for How We ACCT.
  • Comply with Capricorn requirements, policies and procedures at all times, including Work Health & Safety system standards.
  • Create and maintain a safe and inclusive work environment for self and others.

What will you bring?

  • Intermediate skill in the use of Microsoft Office Software Suite.
  • Exposure to basic accounting principles (desirable).
  • 1 years' experience within a Customer Service oriented role preferred.
  • Completion of Year 10 High School Certificate or equivalent preferred.
  • Customer Service Certificate (desirable).

Who are we?

Capricorn is a member-based financial services organisation which exists to improve the lives of over 25,000 Members across Australia and New Zealand by supporting them in building stronger automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and more. Last financial year Member purchases exceeded $2.93 billion and Member returns exceeded $72.5 million.

The next steps

If you think you are the right person for this role and you believe in a Member first culture, then please apply now. Applications will be reviewed as they arrive, so it is better to apply sooner rather than later.

For further information, support with your application and detail on Capricorn, please visit our website at

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