Client Services Officer

The Human Equation; Fairfield; On-site; AUD 34,000 - 44,000; Part time

Job summary

The Human Equation is seeking a Client Services Officer to be the welcoming first contact for clients and representatives in a part-time capacity. You will manage the client journey end-to-end, from initial enquiry and intake through ongoing service administration and offboarding, while handling MAC referrals and documentation for volunteer visits.

You will have 3+ years of administrative experience, strong customer service skills, and be proficient with Microsoft tools and CRMs.

Qualifications

• Minimum 3 years of experience as an administrator.
• Excellent customer service and empathetic communication.
• Technically proficient with Microsoft tools and CRMs.
• Fast, accurate data entry skills.
• Great team player and collaborative spirit.

Responsibilities

• Manage client journey from enquiry to intake and ongoing service administration.
• Monitor MAC portal daily; process referrals and initial assessments.
• Prepare client service agreements and information packs; coordinate documentation for visits.
• Maintain accurate client databases and CRM records with timely follow-ups.
• Respond to phone and email enquiries with empathy and prompt service changes.

Skills

Administrative experience

Customer service

CRM software

Microsoft Office

Team player

Education

Business or administration qualifications

Tools

CRM software

Microsoft Office

Job description

This is a well-established Meals on Wheels provider, supporting community members to live independently and support their wellbeing. Why join the team?

About the Role

As Client Services Officer, you are the welcoming first point of contact for clients and representatives. You will manage the client journey end-to-end—from initial enquiry and intake through to ongoing service administration and offboarding.

Your main responsibilities include:

Monitoring the My Aged Care (MAC) portal daily, process referrals, and perform initial basic assessments based on MAC Client Support Plans.

Preparing client service agreements, compile information packs, and coordinate service documentation for volunteer home visits.

Maintaining accurate client databases and CRM records, including prompt follow-ups on signed agreements.

Responding to phone and email enquiries with empathy and respect, notifying clients promptly of any service changes.

This is a part-time role (Level 3 on the Social, Community, Home Care & Disability Services Award), 20 hours per week worked Monday to Friday onsite, between 8am and 2pm.

About You

You are an experienced administrator (minimum 3 years), have excellent customer service skills and bring a warm, empathetic communication style. You are well-organised, can prioritise and manage multiple work tasks. You are tech savvy (Microsoft and CRMs) and have fast, accurate data entry skills. You are a great team player and happy to help out others in the team.

Highly regarding would be relevant vocational qualifications (business or administration) and experience in the aged care or not-for-profit sector.

You will either have or be prepared to obtain a National Police Check.

You must have full working rights in Australia.

Only candidates invited for interview will be contacted.