Customer Bookings Officer

Looking for someone with great customer service in a call centre environment, able to think flexibly and has great attention to detail.

Be the heart behind the employee experience — leading with purpose, innovation, and people-first thinking.

We’re offering a full-time, flexible opportunity based in our Mile End office. Our hybrid model supports balance, with core in-office days (Tuesday, Wednesday, Thursday) and flexibility to work from home on Mondays and Fridays.

About the role:

As a friendly face in our team, you will be the driving force behind ensuring that our Deaf, Deafblind and Hard of Hearing customers receive the highest standard of service. Your main responsibility will be to fulfil interpreter requests, while delivering fantastic customer service.

With every day being a fast-paced adventure, you'll adhere to established processes, ensuring the timely and accurate administration of interpreter bookings.

If you're someone who thrives on delivering service to the highest standards and has fantastic communication skills, we can't wait to read your application

The primary purpose of this role is to deliver information access to Deaf, Deafblind and Hard of Hearing people through the provision of high-quality interpreters and customer service. The Bookings Officer will ensure that customer demand is met by following established workflow processes and completing all daily administration tasks. This role has a strong focus on growth through the provision of high-quality customer service.

Main responsibilities of the role include:

- Answer and respond to all phone calls, email and online requests in a professional and timely manner.
- Allocate interpreting requests to permanent and casual interpreters using the electronic booking system to achieve service KPIs
- Team Leader, Interpreting Services and the Manager, Interpreting Services as required, in line with the organisation's complaints procedure
- Provide input to workplace innovation and improvements with a focus on the growth and development of scalable systems and processes across the service.
- Liaise and negotiate with customers as to the timing of appointments to optimise serviceability and utilisation of the interpreter workforce

About you:

In your application, let us know if you have these key skills and experience:

- Demonstrated highly developed administrative, organisational and time management skills
- Highly developed engagement and communication skills which demonstrate an ability to liaise with staff and customers
- Proven ability to meet targets and deadlines and juggle competing priorities
- Ability to develop and enhance partnerships with multiple stakeholders.
- Ability to work autonomously.
- Positive and flexible attitude.

You should also let us know if you have these other great skills:

- Knowledge of the Deaf community, language and culture
- Experience or knowledge in the organisation and the interpreting industry

About Us:

Deaf Connect is the largest, whole-of-life service provider and social impact organisation for Deaf, deafblind and hard of hearing Australians. We stand with the Deaf community to build capacity and influence social change while paying respect to history, culture and language.

Our organisational values of Heart, Courage, and Discovery stand with the Deaf community to build capacity and influence social change while paying respect to history, culture, and language.

We offer an attractive benefits program including:

- Salary packaging, enabling you to make huge savings on tax and maximise your pay
- Flexibility regarding working arrangements
- Discount membership to gyms and facilities throughout Australia
- Free annual flu vaccinations
- Free comprehensive online learning portal
- Free financial wellness support through our default super fund

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