_{05th November, 2024}

Centacare Home Safety Services provides home maintenance and repairs, security, minor modifications, information and referral services to older Australians and people with a disability. Our services have over 25 years of experience in delivering both State and Federal Government initiatives including Home Assist Secure, Commonwealth Home Support Program, Queensland Community Care services as well Veteran Affairs.

About the role: 

As a Client Services Officer (CSO), you will be the first point of contact for customers, both actual and referred, facilitating their requests for home maintenance and modifications to ensure high-quality, responsive, outcome-focused service delivery. This will involve scheduling Field Officers and Contractors while ensuring that service provisions align with Centacare's Mission, Vision, Values, principles, policies, and the applicable funding program objectives.

Key Responsibilities:

• Receive, respond, and action inbound requests for home maintenance and repairs in a call centre setting
• Undertake intake & assessment activities to ensure customer eligibility to funded services
• Scheduling Field Officers and Contractor work requests
• Undertake administrative duties as directed by the Team Leader
• Applicants with previous experience in a call centre type setting, customer service environment or service coordination will be highly regarded.

• Must have strong troubleshooting abilities to assist clients with home maintenance issues
• Ability to demonstrate previous experience with Home Safety Services highly regarded
• Must have strong customer service experience and a genuine passion for service excellence
• Excellent telephone manner with strong verbal communication skills
• Excellent time management, prioritisation and problem-solving skills whilst working in a fast-paced environment
• Comprehensive computer skills in Microsoft Office
• Experience in using CRM and/or HR information management systems (Alayacare, TRACC's and Aurion)
• The ability to work autonomously with minimal supervision

• Must hold a Certificate III or higher in Business Administration or significant experience in a similar role; 
• Blue card and NDIS Worker Screening Clearance (or current Yellow Card)
• A National Criminal History Police Check (6 months current)
• Current “C” class Qld drivers’ licence
• First Aid/CPR Certificate
• Evidence of eligibility and right to work in Australia
• NDIS Worker Orientation Certificate
• Fully Covid-19 vaccinated

• You will be paid in accordance with our Collective Agreement, with the base salary commencing at $40.05 per/hr
• Salary packaging options available.
• Opportunities for professional development and career advancement.
• Supportive and inclusive work environment dedicated to making a positive impact in the community.
• Comprehensive training provided on customer service processes and procedures.