Senior Retention Officer

Employment | Footscray, Parramatta | Ongoing - Full-time

• Multiple Full-time Ongoing positions available, based across any of both our VIC/NSW sites
• This position will focus on ensuring an increase in client retention by supporting their placements through the day-to-day timely management of quality and consistent Post Placement Support (PPS)
• Annual salary is $79, % super
• Other benefits include:
• Regular performance feedback and performance review process
• Supportive environment and caring work culture with work/life balance
• Cultural Diversity
• Salary packaging (Full FBT employer) including: superannuation, Novated Leases, laptops, mobile phones, professional development, subscriptions and memberships, and briefcases
• Flare Employee Discounts Program
• 17.5% Annual Leave Loading
• Employee Assistance Program (EAP)

About the role:

The Senior Retention Officer will focus on ensuring an increase in client retention by supporting their placements through the day-to-day timely management of quality and consistent Post Placement Support (PPS). The position will provide this support through various methods including online and in person at the client's workplace. This position responds to clients' requests and enquiries, offering advice and support to ensure the sustainability of their employment. This position also builds strong relationships with key stakeholders, linking clients with supports to ensure all employment outcomes are achieved.

Where a client's employment may be in jeopardy, the Senior Retention Officer will alert, liaise with and mentor other employees to support the employer and client to help achieve a positive outcome on the journey to sustainable employment outcomes.

The Senior Retention Officer will liaise with the AMES Australia Sites, employers and clients to follow up on declaration of earnings and report under-declaration of earnings to the relevant Government Department.

To be considered for this role, you will be able to demonstrate the following key selection criteria:

• Minimum 3 years' relevant experience in a similar position
• A working knowledge and strong understanding of employment support services, specifically for refugee cohorts, clients from a CALD background, clients who identify as ATSI or CALD clients with disability, and the challenges and barriers they face
• Strong verbal and written communication and problem solving skills, including the ability to advocate on behalf of the client, to influence key stakeholders and to overcome objections from clients and employers
• Demonstrated strong administration and organisational skills including the ability to work under pressure and meet tight deadlines
• Excellent interpersonal and stakeholder management skills including the ability to mentor and train others, and to work effectively with people across all levels of an organisation
• Good customer service skills with the ability to keep the client's needs at the centre
• Solid computer literacy including the ability to use Microsoft applications and other administrative systems / databases
• Ability to comprehend and apply basic mathematical calculations
• Ability to adapt to change, including to learn new systems and processes as needed
• Proven experience working in a team environment
• Ability to interpret and understand policy and process information
• Where relevant - understanding different types of disabilities including physical, intellectual, sensory and mental health disabilities, as well as developmental disorders
• It is a mandatory requirement for the position holder to have and maintain a current Working With Children Check (for employment purposes)

Applications for this position will be accepted up to 6 PM on Monday 27 October 2025, however interviews and/or other selection processes will commence as suitable applications are received.

To apply for this position please submit:

• Your current resume
• Cover letter addressing the key selection criteria outlined above

About us

AMES Australia is a statutory authority which specialises in the delivery of education, training, employment, settlement and community services to a culturally and linguistically diverse (CALD) client base.

AMES Australia is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islanders, people from culturally diverse backgrounds and people with disabilities.

AMES Australia is an Equal Opportunity Employer and abides by the Occupational Health and Safety Act. Applicants must have the right to work in Australia. All offers of employment are subject to a satisfactory police check and provision of a current Working with Children Check (where required for position).

AMES Australia's Values include: Responsiveness, Integrity, Impartiality, Accountability, Respect, Leadership, Human Rights