Customer Service Officer

1 week ago

Parramatta, Australia Uniting Full time

**Customer Service Officer - Full time Fixed term contract to 30th May 2025 - Parramatta CBD as a base location**

**3 days working from the office and 2 days working from home**

**About Uniting**

At Uniting, we believe in taking real steps to make the world a better place. We work to inspire people, enliven communities, and confront injustice. We are** imaginative, respectful, compassionate and bold.**

**Role purpose**

Are you passionate about delivering outstanding customer service and working collaboratively within a dynamic team? Uniting is seeking a dedicated Customer Service Officer to join our team. In this role, you will facilitate and deliver exceptional customer service while coordinating enquiries and supporting administrative activities effectively.

**As the Customer Service Officer, your responsibilities will include**:

- Handling enquiries from potential and existing clients, their representatives, employees, and other service providers confidentially and promptly.
- Monitoring the organisation’s social media posts to ensure timely responses to queries and appropriate handling of content.
- Analysing, prioritising, and resolving issues where possible and escalating unresolved issues to the appropriate person.
- Identifying and escalating high-risk enquiries to suitably skilled team members.
- Complying with all relevant legislation, organisational policies, and procedures.
- Completing reports, correspondence, filing, and other administrative tasks as required.
- Participating in audits and continuous improvement activities to identify and reduce client incidents and unsafe work practices.
- Contributing to the generation of new ideas and identifying opportunities to improve work efficiency.
- Building and maintaining collaborative and positive relationships with all clients, colleagues, volunteers, and other professionals.
- Providing accurate information to internal and external clients, including timely follow-up on queries and complaints.
- Developing cooperative, professional working relationships with clients, family members, employees, and relevant external parties.
- Identifying client characteristics that require specialised communication assistance and resources.
- Modeling effective internal communications and collaborative working relationships with team members.
- Contributing to a cohesive and harmonious team environment by respecting each other’s ideas, integrity, and abilities.
- Maintaining skills and knowledge related to the role through regular attendance at employee meetings and supervision/support meetings.
- Supporting new or less experienced employees by sharing knowledge and demonstrating high standards of work practices and ethics.

**Qualifications**

**Experience skills and attributes**
- Typically, three or more years of experience in customer service or client relations.
- Excellent written and verbal communication skills.
- Organised, systematic, thorough, accurate, and disciplined.
- Experience in providing innovative ideas to solve problems.
- Skills in navigating a complex organisation, forging relationships, and managing through influence.
- Developing cooperative, professional working relationships with clients, family members, employees, and relevant external parties.
- Identifying client characteristics that require specialised communication assistance and resources.
- Modeling effective internal communications and collaborative working relationships with team members.

**Even better**
- Certificate III in Aged, Children’s, or Community Services.
- Knowledge of organisational values and service offerings.
- Previous experience in the Human Services Industry (Children, Ageing, or Health) is advantageous.

**Join us and make a difference**

To review the role responsibilities in greater detail please review the comprehensive Position Description by clicking on the link below

Customer Service Officer

**What We Offer You**
- A rewarding career with a leading human services organisation.
- Up to $18,550 NFP salary packaging available.
- Access to our U rewards program with exclusive discounts.
- Flexible work hours for work-life balance.
- Access to Fitness Passport - Live your best life.
- A supportive and inclusive and collaborative work environment.
- Opportunities for professional growth.
- Purchase of additional leave.

**How to apply**: Send your CV and a brief cover letter highlighting why this role appeals to you - Applications reviewed upon receipt.
- Uniting is a Child Safe Organisation committed to promoting the safety, wellbeing and inclusion of children and young people. We also celebrate the diversity of ability, age, ethnicity, faith, sexual orientation, intersex variation, or gender identity and always welcome everyone exactly as they are._

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