_{21st March, 2025}

About Centacare

Centacare, an Agency of the Catholic Archdiocese of Brisbane, is a values-based organisation, committed to providing services to the entire community, regardless of religion, circumstance, ethnicity, economic situation, age, gender or ability. Centacare has a workforce of more than 3,000, plus volunteers, and operates in more than 200 locations, supporting tens of thousands of people each year. Client-centred care, facilitated through a range of practice governance measures, is foundational to consistent, high-quality service delivery and continuous improvement in safety, quality and cost effectiveness as well as improvements in client and staff satisfaction. 
  
About the Role

As a Contact Centre Representative, you will be the first point of contact for inbound customer enquiries, providing professional and responsive support via the Genesys Cloud system. This role involves managing a high volume of inbound calls while maintaining excellent customer service, ensuring accurate call transfers, and completing associated administrative tasks.
You will work in a collaborative team environment, supporting a unified customer service approach and playing a key role in ensuring a positive customer experience. This role is based at our Stones Corner office, with the flexibility of a hybrid working environment, combining both office and remote work arrangements.

Key Responsibilities

• Manage inbound customer enquiries via the Genesys Cloud system, ensuring prompt and professional customer service.
• Transfer calls accurately and efficiently, using contact centre reporting tools to track and improve performance.
• Maintain high-quality customer interactions, actively listening and responding with empathy and professionalism.
• Manage sensitive conversations with compassion, patience, and a solutions-focused approach.
• Follow structured call handling procedures, ensuring consistency in customer service.
• Assist with general administrative tasks, including data entry, updating records, and processing service requests.
• Work collaboratively with colleagues to ensure seamless customer service delivery.
• Adhere to Centacare’s policies and procedures, ensuring compliance with privacy, safeguarding, and workplace health and safety standards.

  Key Skills & Experience

• Previous contact centre experience (Genesys Cloud preferred but not essential).
• Strong customer service skills, with a friendly and professional approach.
• Excellent communication, active listening, and problem-solving abilities.
• Experience managing high-volume calls while maintaining accuracy and customer focus.
• Strong computer skills, including Microsoft Office (Outlook, Word, Excel) and CRM/data entry systems.
• Ability to work effectively in a team environment and adapt to a fast-paced setting.
• High attention to detail and ability to multi-task effectively.
• Valid Queensland Driver’s Licence.
• Working with Children ‘Blue Card’ & NDIS Worker Screening (or ability to obtain).
• National Police Check (less than 3 months old).

 Benefits

• Competitive remuneration package.   
• Salary packaging to maximise take-home pay.
• A collaborative, professional environment focused on meaningful impact.

Apply Now

If you’re ready to take on a key role in a values-driven organisation, submit your resume and cover letter (no longer than 2 pages) today.
 
The Archdiocese of Brisbane has standards of conduct for workers to maintain a safe and healthy environment for children.  Our commitment to these standards requires that we conduct working with children checks and background referencing for all persons who will engage in direct and regular involvement with children and young people (0 – 18 years) and/or vulnerable adults.  The organisation is fully committed to child safety and has a zero tolerance to abuse of children or vulnerable adults. 

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