Client Services Officer

Feros Care; Tweed Heads South; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Not for Profit Salary Packaging

Free onsite parking

Annual Leave loading

Cultural Leave Days

ForME platform

Private Health Insurance Discount

EAP

Paid Parental Leave

Fitness Passport

Job summary

Feros Care in Australia seeks a compassionate, fast-paced customer service professional to be the first contact for people navigating their aged care journey. You will manage a high volume of inbound calls, provide clear information on My Aged Care, and support clients across multiple systems in a KPI-driven environment.

Experience in customer service or health/Not-for-Profit sectors is valued. Training is provided; this role offers a chance to make a real difference for clients and their

Qualifications

• Experience in a customer focused or service based environment (contact centre, healthcare, 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

Responsibilities

• 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

Skills

Customer focus

Phone conversations

Communication 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

We believe in taking care of those who care for others. Our benefits include:

• 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 0*** or email ******@feroscare.com.au.

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.