Customer Support Coordinator

Do you want to work for a values-based, emergency service organisation that puts the community at the centre of everything we do?

We are proud of the work we do in protecting lives and property, 24 hours a day, 7 days a week.

With over 51,000 volunteers CFA strives to be an organisation of choice for volunteers and employees. We, embrace individuals with diverse skills, experiences, and backgrounds, recognising the unique value they bring to CFA.

To learn more about the Country Fire Authority (CFA), we invite you to visit our About Us page.

About the Role

Put customers at the heart of everything we do

This newly created full time role is a fantastic opportunity to help shape and deliver an exceptional customer support experience for CFA volunteers. As the Customer Support Coordinator, you will oversee the delivery of the customer support model for our Digital Store platform and State Logistics Centre shop front, including managing group email mailboxes and coordinating requirements between CFA departments. You will monitor member orders, provide order status updates to management, stakeholders and volunteers and ensure tasks are prioritised effectively.

Working as part of the Logistics team, you'll contribute to the development, implementation and evaluation of processes that ensure exemplary service. Your strong customer service skills and ability to deliver outcomes on time will be key to supporting CFA volunteers and achieving team objectives.

About You

The person we are looking for is a customer service professional with experience in large or complex organisations and a strong understanding of what it takes to deliver an outstanding customer experience. You are confident in problem-solving and communicating effectively across multiple channels, including email, phone and face-to-face interactions.

You are highly organised, able to prioritise tasks to meet competing demands and have excellent administrative skills, including record management and processing. You work well independently, using initiative to get things done, but also enjoy collaborating as part of a team.

You will be able to demonstrate proficiency in Microsoft Office and experience with inventory or order management systems like SAP, with a general understanding of logistics and order delivery processes. Above all, you are committed to providing exemplary service to customers and stakeholders alike.

A detailed position description is attached.

Why choose CFA

• Meaningful Purpose: Your contribution truly makes a difference
• Work-Life Balance: Paid parental leave, generous leave provisions
• Growth Opportunities: Learning and development
• Flexibility: Hybrid work options with flexible work arrangements
• Discounts: Emergency Memberlink discounts on various services
• Wellbeing Focus: Healthy for Life programs, flu vaccinations
• Member Assistance Program: Access support across 8 service pathways

Your Application

Click the 'apply' button to access our online application form. Here you will be asked to provide personal and contact details and respond to employment-related questions.

When applying for a position with CFA, please submit a cover letter and resume that demonstrates your qualifications, experience, key attributes and skills required for the position.

Pre-employment Checks

Offers of employment will only be made to candidates who:

• Successfully complete Reference Checks, a National Police History Check, Working Rights Check and hold a valid Working with Children Check.

CFA is committed to creating and maintaining a diverse, inclusive, and safe volunteer and work environment. Our aim is to have a volunteer and paid workforce that reflects the community it serves.  First Nations people, women, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply.

Applications close: 11:59pm 18 September 2025.

If at any stage of the recruitment and selection process you require an alternative format to the application material or reasonable adjustment to the interview arrangements, please don't hesitate to contact the person listed on the ad or alternatively, email

The Country Fire Authority (CFA) values your privacy. We will use the information you provide when you are applying for employment with us for the purpose of recruitment, selection, evaluation and appointment and to report on anonymised key metrics (e.g. diversity). The information we collect will be handled in accordance with privacy laws, including the Privacy and Data Protection Act 2014. You can view our Privacy Statement here. For access and correction of the information we have collected, contact