Client Care Support

Family Services Australia; Gold Coast City; On-site; AUD 30,000 - 60,000; Full time

Job summary

A leading community service provider is seeking a Client Care Support professional for a rewarding position in Gold Coast City, Australia. The role includes providing high-quality phone support to clients accessing employment services, handling client inquiries, and managing appointments. Ideal candidates will demonstrate strong customer service skills, proficiency in relevant tools, and a commitment to client engagement. Competitive benefits include paid family days and opportunities for professional growth.

Benefits

Paid Annual Family Days

Annual leave loading

Professional development opportunities

Corporate discounts

Qualifications

• Experience in call center or customer service roles, ideally in employment or community services.
• Demonstrated strong verbal and written communication.
• Ability to work independently and as part of a team.

Responsibilities

• Provide high-quality phone support to clients.
• Answer inquiries and book appointments.
• Ensure clients feel supported.

Skills

Customer service experience

Strong communication skills

Ability to manage high call volumes

Proficiency in Microsoft Office

Empathy and professionalism

Tools

ESS Webb

WFA Online

Job Ready

Job description

Make a real impact helping job seekers every day!

Are you passionate about customer service and making a difference? Join our dedicated Client Care Support team and be the friendly voice that helps people navigate their journey to employment.

About the Role

As the first point of contact, you’ll provide high-quality phone support to clients accessing our employment services. You’ll answer inquiries, book/reschedule appointments, offer guidance on job search requirements, and ensure clients feel supported and understood.

What We’re Looking For:

• Demonstrated experience in call centre or customer service role, ideally within employment services, government or community services.
• Strong verbal and written communication with the ability to engage clients with empathy and professionalism.
• Ability to manage high call volumes while maintaining attention to detail and accuracy.
• Proficient in using computer systems including Microsoft Office and client management systems (e.g. ESS Webb, WFA Online and Job Ready).
• Ability to work independently and as part of a collaborative team.
• A commitment to confidentiality, privacy and respectful client engagement.
• Understanding of the employment services or social services sector (desirable).
• Excellent prioritisation and time management capacity, with a friendly, calm, measured and proactive demeanour to complete work with high quality – first time resolution in a high-volume community service operating environment.
• Demonstrated and proven lived values aligned to ours – Compassion, Accountability, Respect, Empowerment (CARE) with Integrity and Positivity.
• Ability to obtain Working with Children’s Check and National Police Check (NPC) clearances.

Why you’ll love working for us:

• Rewarding work that changes lives.
• Supportive and dynamic team environment.
• Opportunities for professional growth.
• Paid Annual Family Days at Easter and Christmas (5 additional paid days per year).
• Annual leave loading 17.5%.
• Professional development and training opportunities.
• Corporate discounts through Employment Hero (e.g. Movie tickets, JB HiFi, Uber Eats, Coles & Woolworth's).

About Family Services Australia (FSA)

Join a growing Not for Profit (NFP) ranked eighth (Australia and New Zealand) in the Australian Financial Review (AFR) Most Innovative Companies – NFP, Government and Education sectors.

FSA is at an exciting time in its evolution as a leading NFP community service provider in Australia. Our Employee Satisfaction (ESAT) is at 87.1%, while Client Satisfaction (CSAT) is currently at 92.8% across our service streams.

Founded in 1992, FSA continues to grow its multi-disciplined services within Australia, having expanded from 2 to 35 sites across SE/SW QLD, Northern and Southern NSW. Our community reach impact has grown from 1,000 Occasions of Service (OoS) P.A. (2016) to more than 157,884 OoS (2024).

FSA offers a clinically informed central triage and continuity of care with reduced referral pathways that holistically meet therapeutic needs of our staff, clients and families, keeping them safe, well, strong and connected.

If you are committed to achieving this exciting life and career opportunity in joining our family at work, please submit a current resume, cover letter and address the selection criteria.

Thank you sincerely for your consideration, we greatly appreciate your interest in FSA and advise only final preferred candidates will be contacted for next steps in our recruitment process.