Customer Intake Officer

About St John Ambulance Queensland

One of the world's most iconic charitable humanitarian organisations, St John Ambulance is committed to enhancing the lives of Queenslanders and building a safe and resilient community.

For 140 years, St John Ambulance has been at the forefront of providing urgent health and medical support during times of crisis, empowering individuals with life-saving skills, and offering vital companionship to those in need.

St John Ambulance is Australia's leading provider of First Aid education and products, providing individuals and businesses with the skills, knowledge, confidence and equipment to save a life.

About the Role

St John Ambulance Qld (SJAQ) is seeking motivated Intake Officers to join our team on a short-term, 3-month contract. These roles will provide vital support in onboarding a large number of referrals to be processed via the My Aged Care (MAC) Portal.

The Intake team plays a critical role in ensuring the timely onboarding of clients and delivering high-quality service. With growing referral volumes, additional support is essential to maintain service responsiveness, client satisfaction, and overall operational efficiency.

Role Responsibilities:

• Assist in processing and managing referrals through the MAC Portal
• Support the timely and accurate onboarding of new clients
• Contribute to reducing response times and enhancing service delivery outcomes
• Manage all incoming calls, emails and enquiries from clients, potential clients and stakeholders
• Manage and maintain client records, relevant databases and other systems
• Manage client information and feedback, including database management to ensure that data collection and related information provides comprehensive profiles, planning, case notes and any other important information
• Aid in reassessment or referral to more appropriate services based on needs
• Assist with all other activities as required, and participate fully in any training made available to support with skills enhancement
• Encourage an environment that empowers service users and promotes positive behaviours, ongoing learning and independence.

About You

• Certificate 3 or higher in Aged Care, Disability or similar is preferred.
• Demonstrated contemporary experience in client centred community.
• Excellent telephone customer service skills.
• Experience working in a fast-paced call centre environment.
• Ability to acquire extensive knowledge of the St John Qld products and services range.
• Demonstrated effective interpersonal and written communication skills; and ability to quickly establish rapport.
• Ability to maintain confidentiality on all issues in relation to St John Qld, clients and members.
• The ability to work independently and as a team member.
• Proven ability to manage schedules and tasks and meet personal, team and organisational KPIs.
• Hold (or ability to obtain) Working with Children, NDIS Worker Screening check, Criminal History Check, and Provide First Aid / CPR Certificate
• Commitment to Workplace Health and Safety, Diversity and Equal Opportunity
• Compliance with public health directions regarding COVID-19 vaccinations.

Applications

• St John Ambulance Qld values diversity in the workplace to better reflect the diversity profile of the community and their client base
• The role is a full-time position, 38 ordinary hours per week based at our Nundah head office.
• Package includes a competitive annual salary, not-for-profit salary packing benefits, leave entitlements, superannuation and ongoing professional development.

If you are interested in applying for this exciting role, send your application to this Seek ad with your Cover letter and your Resume. We can only accept applications received via Seek.

We strongly encourage Aboriginal and Torres Strait Islander individuals to apply for this job. Additionally, we welcome applications from individuals with disabilities, those who have experienced long-term unemployment, disengaged youth, individuals in transitional career phases, single parents, and individuals from non-English speaking backgrounds.