Client Services and Support Officer (ECO109)

Good Shepherd Australia New Zealand; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Salary packaging

Gifted leave at Christmas/Easter

Employee Assistance Program

Additional leave pathways

Job summary

Good Shepherd Australia New Zealand is seeking a Client Services and Support Officer (ECO109) in Melbourne. This maximum term contract role (1 FTE) involves first-point contact with clients via phone and digital channels, assessing needs and guiding them to appropriate services.

You will deliver trauma-informed, client-centred support while maintaining accurate records and complying with procedures. Salary packaging and extra leave are included under the SCHADS terms.

Qualifications

• Certificate or Diploma in Community Services desirable.
• Experience in community services or contact centre environment.
• Ability to work rostered shifts between 7:00 am and 7:00 pm and pass required checks.

Responsibilities

• Be the first point of contact for clients via phone and digital channels.
• Assess client needs and provide clear information about available support.
• Refer complex matters to internal or external services.
• Deliver trauma-informed, client-centred support.
• Maintain accurate client information and adhere to organisational procedures.

Skills

Empathy

Adaptability

Communication

Client service

Education

Certificate or Diploma in Community Services

Tools

Microsoft Office

Client databases

Job description

Brief Description

Client Services and Support Officer (ECO109)

• Maximum Term Contract / Full Time (1 FTE)
• Salary packaging, gifted leave at Christmas and Easter
• Competitive above-award salary, SCHADS Level 4.1

Maximum Term Contract until 31 October 2028.

Role Purpose

As the Client Services and Support Officer, you will be a key first point of contact for clients accessing Good Shepherd’s services via telephone and digital channels. You will build positive rapport, assess individual needs, resolve general enquiries and connect clients with appropriate internal or external services. Using a client-centred and trauma-informed approach, you will help deliver an accessible, supportive and tailored experience for people from diverse backgrounds and with complex needs.

Key Responsibilities

• Serve as the first point of contact for clients through telephone and digital channels.
• Assess client needs, respond to enquiries and provide clear information about available support.
• Resolve general enquiries and refer complex matters to appropriate internal or external services.
• Deliver high-quality, trauma-informed support that empowers clients to make informed choices.
• Maintain accurate client information and deliver services in line with organisational procedures, standards and compliance requirements.

About You

• Qualifications: A Certificate or Diploma in Community Services is desirable.
• Experience: Experience in community services, financial capability service delivery or a contact centre environment, with a strong client-centred approach.
• Mandatory Requirements: Ability to work rostered shifts between 7:00 am and 7:00 pm, along with a current National Police Check, Employee Working with Children Check and the right to work in Australia.
• Desirable Skills: Experience supporting clients to navigate complex service requirements and using Microsoft Office and client databases.
• Attributes: Empathetic, adaptable and organised, with strong communication skills and the ability to build trusted relationships with people from diverse backgrounds.

Benefits

• Salary packaging - up to $15,900 in tax-free pay per year, plus entertainment up to $2650
• 4 days gifted leave at Christmas and Easter (pro rata)
• Employee Assistance Program, a free and confidential counselling service
• Additional leave through purchase leave pathways

About Us

Our 2023-2027 strategy outlines the world we want to see and our role in advancing it. We aspire for all women, girls, and families to be safe, well, strong, and connected. We strive for equity, dignity and social justice for women, girls and families by collaborating globally and acting locally, supporting our communities in Australia and New Zealand to thrive. We want women, girls and families to live full and dignified lives, have dignified income and enjoy financial wellbeing. We aim to provide place-based, people-centred, holistic services while working at the system level to achieve bold and audacious reform. We currently offer microfinance programs and products, financial counselling and coaching, family and domestic violence support services, family and youth programs, playgroups, education programs and community houses. These services are complemented by research and strong advocacy to address the underlying structural causes of injustice, exclusion, and inequality. Good Shepherd Australia New Zealand (GSANZ) respects the dignity of all people, draws strength from, and celebrates the diversity of our community. At GSANZ, we strive for an inclusive culture where all identities feel safe and that they belong. We welcome and actively seek applications from Aboriginal and Torres Strait Islander people, people of all sexual orientations and gender expressions and identities, people with disability, and culturally and racially marginalised people. Each person’s individual decision regarding disclosure will be fully respected.

We recognise that applicants may hesitate to disclose their need for adjustments during recruitment due to concerns about discrimination. To address this, Good Shepherd asks all candidates about any required accommodations, with the intention of minimizing any sense of exclusion or discomfort associated with requesting adjustments.

Good Shepherd believes in genuine inclusive practice and employment and will therefore offer job customisation to meet the varying needs of diverse candidates.

Personal data held by Good Shepherd Australia New Zealand relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Good Shepherd Australia New Zealand is a Child Safe employer. Employment is subject to satisfactory referee checks, a current employment working with Children Check, National Criminal History check and proof of the right to work in Australia.

Requirements

2 year max term