Contact Centre Specialist

Hireup; Sydney, Melbourne; Hybrid; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Hybrid/Remote options

Generous parental leave

Learning and development allowances

Job summary

Hireup is seeking a Customer Support Specialist to be the first point of contact for our community. You will respond to inbound calls and emails with empathy, guiding users toward effective solutions and ensuring a positive support experience across phone, email, and digital channels.

The role is structured with training and a supportive team, in a hybrid setup across Sydney, Melbourne, and remote locations in Australia.

Qualifications

• Experience in customer service or call centre roles with focus on service excellence.
• Calm, patient communicator who can address complaints effectively.
• Think outside the box to resolve problems and aim for first-contact resolution.

Responsibilities

• Respond to inbound calls and emails with warm, professional support.
• Help users feel heard, supported, and guided toward a resolution.
• Independently problem-solve in a busy, high-volume environment.

Skills

Customer service

Call centre

Empathy

Communication

Problem solving

Job description

We’re Hireup, delivering disability and aged care support as it should be.

Our story. It started with a family and their challenge to find disability support that worked for them. They needed more, and knew that people with disability could have more independence, choice and control in their lives. The Hireup purpose was born, and now we strive to enable the pursuit of a good life for everyone.

Support as it should be. We’re Hireup and we’ve supported thousands of clients and support workers across Australia. Now, we’re on a mission to ensure that people living with disability and elderly Australians can access the right support for the moments that matter for them. We do this through combining digital tools with the reliability of someone to help when it matters most.

The ask? Our mission sets a new standard for disability and aged care support, working in a world of transformation whilst delivering reliable services every day. Authenticity, curiosity and tenacity is a must. Resilience will be key. We will live the 'power of yes' and push for the best (we might not always get it right!) but we’ll work together to tackle opportunities, hold each other up and be there in the moments that matter to you and our community.

What You’ll Do - Customer Support Specialist

Hybrid: Wynyard (Sydney) / Richmond (Melbourne) / Remote (Australia)

You’ll be the first point of contact for our community, responding to inbound calls and emails from Hireup users. You’ll support people through challenges, help them feel heard, and guide them toward solutions - all with empathy and care.

This is a busy, people-focused role where no two days are the same. You’ll be set up for success with structured training and a supportive team around you from day one.

• Respond to inbound calls and emails, delivering warm, professional support to our community.
• Help users who are frustrated or concerned feel heard, supported, and guided toward a resolution.
• Confidently problem-solve independently, often navigating complex "grey areas" with judgment and empathy.
• Manage complaints and incidents, following through to a close.
• Keep on top of follow-ups and make sure nothing falls through the cracks.
• Work closely with other Hireup teams to find the best outcomes for our users.

Your Background

• Previous experience in customer service / call centre roles with a focus on service excellence.
• You’re a calm, patient communicator who can effectively address complaints and support distressed callers.
• You think outside the box to resolve problems and aim for first-contact resolution whenever possible.
• You work efficiently and can manage your time well in a busy, high-volume environment.
• You’re organised, reliable, and comfortable working across phone, email, and digital systems.
• You’re a quick learner who picks up new tools and processes without much fuss.
• You care about making a difference and want to work somewhere that does too.

Why Should You Join?

You’ll have the opportunity to join our story and develop the next chapter of your own. You’ll become a critical part of a purpose-driven team, delivering our mission for people with a disability and elderly Australians. Wherever you fit best within our organisation, our mission will ignite you, and our authentic, united and diverse workplace will help you flourish.

You Will Get:

• Opportunities to develop - we are always learning!
• We’re a hybrid and remote organisation, working together in our offices 2 days a week including Thursdays
• Generous leave options including 12 weeks paid parental leave and 7 additional days to help you pursue your 'good life' and learning goals
• Allowances to support you in your work set up and professional development
• Wellbeing programs, health and fitness discounts to help you stay happy and healthy at work

Join us in delivering disability and aged care support as it should be

People with lived experience of disability are strongly encouraged to apply.

If there are reasonable adjustments we can make to a recruitment process, role or your work environment to help you shine or you have a preferred method of contact, just let us know via the contact above.