Client Services Officer

APM (Australia); Canning; On-site; AUD 55,000 - 65,000; Full time

Benefits offered by this job

Worklife balance

Purchase of additional leave

Discounted health insurance

Car leasing packages

Paid Parental Leave

Service recognitions

Exposure to APM Group Health brands

Job summary

APM is seeking a dynamic Client Services Officer (Assessments) to engage directly with clients across telephony and CRM systems, scheduling assessments and resolving enquiries with empathy. You’ll de-escalate situations and ensure exceptional service in a fast-paced environment.

Ideal candidates bring prior call centre or retail experience, strong problem-solving abilities and a collaborative approach across multi-site teams, with a proven track record of meeting KPIs and delivering customer

Qualifications

• Proven experience de-escalating tense or challenging customer interactions with professionalism and care.
• Familiarity with CRMs and customer databases; confident navigating multiple systems simultaneously.
• Background in a complex call centre or fast-paced retail environment.
• Strong problem-solving and critical thinking skills.
• Ability to work collaboratively across multi-site teams.
• Demonstrated success working with KPIs and performance targets.

Responsibilities

• Process detailed information accurately and avoid errors.
• Schedule client assessments promptly.
• Collaborate with colleagues to achieve shared goals.
• Understand customer needs and deliver empathetic solutions.
• Absorb new information quickly and apply it.
• Remain calm amid changing systems and processes.
• Meet and exceed performance targets.
• Bring strong interpersonal skills and collaboration to interactions.

Skills

De-escalation skills

CRM systems

Call center experience

Problem solving

Team collaboration

KPI achievement

Empathy

Job description

Client Services Officer (Assessments)

Are you passionate about delivering exceptional customer experiences? Do you thrive in fast-paced environments and enjoy solving complex problems with empathy and precision? If so, we’d love to hear from you!

As part of the application process, you’ll need to complete a short assessment that simulates the responsibilities of the role.

About the Role

We’re seeking a dynamic and results-drivenClient Services Officerto join our high-performing team. You’ll engage directly with our clients, working across telephony and CRM systems to schedule their assessments, resolve general enquiries, de-escalate challenging situations and ensure that they receive an exceptional customer experience. This role is ideal for someone who enjoys working collaboratively, adapts quickly to change and is committed to continuous learning.

Working as part of this team, you will:

• Process detailed information consistently and accurately, ensuring nothing slips through the cracks.


• Ensure client assessments are scheduled in a timely manner.


• Work effectively with others to achieve shared goals—even when the task isn’t directly in your lane.


• Actively seek to understand customer needs and deliver solutions that balance empathy with organisational outcomes.


• Absorb new information quickly and apply it effectively in your day-to-day work.


• Remain calm and functional in changing environments, whether it’s new systems, procedures, or team dynamics.


• Take direct action to meet and exceed performance targets, always keeping the end goal in sight.


• Bring excellent interpersonal skills, genuine empathy, and a collaborative spirit to every interaction.

Thinking about applying? Here's what we're looking for:

• Proven experience de-escalating tense or challenging customer interactions with professionalism and care.


• Familiarity with CRMs and customer databases; confident navigating multiple systems simultaneously.


• Background in a complex call centre or fast-paced retail environment.


• Strong problem-solving and critical thinking skills.


• Ability to work collaboratively across multi-site teams.


• Demonstrated success working with KPIs and performance targets.

Highly Regarded

• Understanding of scheduling systems and workforce planning.


• Experience with NDIA/ My Aged Care systems.


• Familiarity with organisational Code of Conduct and ethical frameworks.

Enjoy our employee benefits

• Worklife balance, no weekends


• Access to purchase additional leave


• Discounted health insurance


• Car leasing packages


• Paid Parental Leave


• Service recognitions


• Ability to experience the various APM Group Health brands to broaden your skill set and career growth

Why Join Us?

• Be part of a supportive, inclusive team that values your growth.


• Work in a role where your empathy, adaptability and attention to detail make a real difference.


• Access ongoing training and development opportunities.


• Contribute to a purpose-driven organisation that puts people first.

We encourage you to apply, if you identify as Aboriginal or Torres Strait Islander or a person with a disability.

Please note this position is contingent upon the successful completion of all mandatory pre-employment checks, which may include background verification in accordance with applicable laws and company policy.