Client Services Officer

Feros Care; Tweed Heads; On-site; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Not-for-Profit Salary Packaging

Free onsite parking

Paid Parental Leave (9 weeks)

Private Health Insurance Discount

Employee Assistance Program (EAP)

Job summary

Feros Care is seeking compassionate team members to serve as the first point of contact for people navigating their aged care journey. This fast-paced, phone-based role involves guiding clients through My Aged Care, eligibility and service options with empathy and accuracy.

Applicants should excel in clear communication, problem-solving, and working across multiple systems to deliver quality, structured service.

Qualifications

• Experience in a customer focused environment (contact centre, healthcare, Not for profit) is desirable.
• Ability to handle phone conversations including complex or emotional topics.
• Strong written, verbal and listening skills are essential.
• Attention to detail and the ability to work across multiple systems are required.
• Excellent time management in a fast-paced setting and a solutions-focused mindset.

Responsibilities

• Manage a high volume of inbound calls with professionalism and empathy.
• Support clients to understand My Aged Care, funded programs, eligibility and service options.
• Provide clear, accurate information while navigating multiple systems.
• Handle sensitive conversations with confidence and care.
• Identify opportunities to support clients through Feros Care services.
• Meet operational targets and quality KPIs.
• Collaborate with internal teams to ensure seamless client experiences.

Skills

Customer focused

Phone-based conversations

Written communication

Verbal communication

Listening skills

Attention to detail

Time management

Resilience

Job description

At Feros Care, we help people live healthier, happier, and better-connected lives. As a values-led not-for-profit, we're proud to be recognised locally and internationally for doing things differently-with kindness, integrity, and courage. As our services expand, we're looking for compassionate, motivated team members who want to make a real difference in moments that truly matter.

About the Role

This is a fast paced, phone-based role where you'll be the first point of contact for people navigating their aged care journey. You'll manage a high volume of enquiries, work across multiple systems, and provide clear, compassionate, and accurate support.

If you enjoy connecting with people, solving problems, and taking pride in delivering quality service in a structured, KPI-driven environment, this could be a great fit.

What You’ll Be Doing

• Managing a high volume of inbound calls with professionalism, empathy, and efficiency
• Supporting clients to understand My Aged Care, funded programs, eligibility, and service options
• Providing clear, accurate information while navigating multiple systems simultaneously
• Handling sensitive and sometimes challenging conversations with confidence and care
• Identifying opportunities to further support clients through Feros Care services
• Meeting operational targets and quality KPIs
• Collaborating with internal teams to ensure seamless client experiences

What You'll Bring

• Experience in a customer focused or service based environment (contact centre, healthcare, insurance, Not for profit, banking, or similar highly regarded)
• Confidence in managing phone-based conversations, including complex or emotional topics
• Strong written, verbal, and listening skills
• Excellent attention to detail and ability to work across multiple systems
• Strong time management skills and ability to prioritise in a fast-paced environment
• Resilience, professionalism and a solutions focused mindset

Experience with My Aged Care or aged care services is highly regarded but not essential. Comprehensive training will be provided.

What We Offer

• Not for Profit Salary Packaging of up to $15,900 per annum, and meal and entertainment salary sacrifice of up to $2,650 per annum, all tax free, stretching your income further.
• Free onsite parking
• 17.5% Annual Leave loading.
• Cultural Leave Days for eligible employees.
• Enjoy exclusive discounts, financial tips, and wellness programs through our ForME employee benefits platform.
• Private Health Insurance Discount with Medibank.
• Employee Assistance Program (EAP).
• Paid Parental Leave (9 weeks) for eligible employees.
• Access to Fitness Passport - discounted gym and pool memberships for you and your family.

Diversity & Inclusion

As a proud not-for-profit, everything we do is about giving back. We value diversity and warmly encourage applications from Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, and people with disability.

If you have accessibility needs or prefer certain communication methods, our Talent Acquisition Team is here to help. Reach out on 07 5669 0559 or email [e-mail].

Ready to Make a Difference?

If you're motivated, resilient, and passionate about delivering outstanding service that truly helps people, we'd love to hear from you.