Client Services Officer

ActionHRM, Pty; Ballarat, Bacchus Marsh; On-site; AUD 56,000 - 60,000; Part time

Job summary

Cafs is seeking a Client Services Officer to be the welcoming first contact for clients, visitors and stakeholders. You will handle phone and face-to-face interactions, provide information on Cafs services, and connect clients with the right practitioner or program at our Ballarat and Bacchus Marsh offices.

You will deliver high-quality customer service and administration support, participate in team activities, and contribute to a respectful, inclusive environment grounded in Cafs values.

Qualifications

• Reception and front-desk duties experience preferred.
• Strong communication and customer service skills.
• Ability to manage inquiries and direct to appropriate teams.

Responsibilities

• Undertake reception and administrative functions across Ballarat and Bacchus Marsh sites, including visitor reception, telephone enquiries and mail processing.
• Provide high-quality customer service and accurate information about Cafs services to clients, staff and stakeholders.
• Triage referrals, coordinate intake appointments and record client information in systems.
• Develop knowledge of internal and external services to support service navigation and referral pathways.
• Support front-of-house operations and maintain a welcoming, inclusive environment.
• Apply TBRI principles, identify risks and follow alert procedures as required.
• Participate in team meetings and contribute to continuous improvement.

Job description

Be the welcoming first point of contact for clients, visitors and stakeholders, helping people connect with the right Cafs services and support.

Classification: SW3
Location: Ballarat and Bacchus Marsh, VIC
Hourly rate: $40.57 - $43.50 per hour + 25% casual loading + superannuation
Employment type: Casual - this position provides coverage and support during peak periods, and a variety of staff leave requirements. Hours offered under this support arrangement can therefore not be set.

Our Values

At Cafs, our work is guided by the values of:

Respect | Integrity | Collaboration | Kindness | Innovation

About the Program

The Client Services team is the welcoming first point of contact for clients, visitors and stakeholders connecting with Cafs. The team provides service information, supports referrals and enquiries, and helps people connect with the appropriate practitioner, team member or program.

About the Role

As the Client Services Officer, you will play a critical role in each client's journey at Cafs. You will often be the first person a client, visitor or stakeholder speaks with by phone or meets face to face.

You will provide high-quality customer service and administration support, share information about Cafs services and operations, and connect clients with the right practitioner, team member or program. Working with the broader Client Services team, you will help create a safe, inclusive and welcoming experience grounded in professionalism, respect, integrity, collaboration and kindness, at the Ballarat and Bacchus Marsh offices.

Key Responsibilities

• Undertake reception and administrative functions across the Ballarat and Bacchus Marsh sites, including visitor reception, telephone enquiries, visitor check-ins, mail processing, data entry, records management and oversight of the Cafs Welcome Inbox.
• Provide high-quality customer service and accurate information about Cafs services and programs to clients, staff and stakeholders.
• Triage referrals into Cafs, coordinate intake appointments and service enquiries, accurately record client information in organisational systems and escalates matters as required.
• Develop and maintain knowledge of internal and external services to support service navigation, information provision and referral pathways.
• Support front-of-house operations through administrative and service coordination activities that contribute to efficient and effective service delivery.
• Maintain a welcoming, safe, inclusive and professional environment for clients, visitors and stakeholders.
• Apply TBRI principles in all interactions, identify, respond to and report risks, and follow alert and duress procedures as required.
• Participate in team meetings, professional development, supervision and reflective practice, and contribute to continuous improvement across the team and organisation.

Why Join Cafs?

At Cafs, you'll join a supportive and inclusive organisation where your contribution genuinely matters.

• Professional development and career progression opportunities
• Regular supervision and leadership support
• A supportive, collaborative and values-based culture
• An organisation committed to child safety, inclusion, diversity and eliminating family violence
• The opportunity to create a welcoming and trusted service experience for clients and community members

Our Commitment

Inclusion and diversity are at the heart of everything we do at Cafs. We welcome applications from Aboriginal and Torres Strait Islander peoples, people with disability, members of the LGBTIQA+ community and people from culturally and linguistically diverse backgrounds.

"To work with people to enable healing, hope and meaningful impact across all generations."