Customer Care Hub Consultant - Contract

SGCH; Liverpool City Council; Hybrid; AUD 65,000 - 86,000; Full time

Benefits offered by this job

Competitive package

NFP salary packaging

Growth opportunities

Health and wellbeing benefits

Paid Parental Leave

Hybrid work arrangements

Job summary

SGCH, a leading not-for-profit community housing provider in NSW and VIC, is hiring a Customer Care Hub Consultant to handle inbound calls, tenancy and repairs enquiries, and deliver a professional customer experience from our Liverpool office. This contract role runs to August 2027 and may require travel to other SGCH locations.

You will bring strong customer service skills, excellent written and verbal communication, and the ability to negotiate with diverse stakeholders by phone.

Qualifications

• Experience delivering customer service in a busy and demanding environment.
• Strong written and verbal communication with interpersonal abilities.
• Ability to negotiate by telephone with diverse stakeholders.
• Organisational and time management skills; self-motivated with a learning mindset.
• Ability to manage competing priorities and collaborate across teams.

Responsibilities

• Provide responsive and respectful customer-centric services including informing customers of available services.
• Address tenancy-related enquiries promptly, supporting tenancy management and safety protocols.
• Efficiently manage call logs and records; document interactions and resolve complex enquiries with stakeholders.
• Promote a safe and healthy work environment by following safety protocols and reporting hazards.

Skills

Customer service

Written communication

Telephone negotiation

Stakeholder management

Time management

Autonomous work

WH&S awareness

Job description

At SGCH, we believe everyone belongs.This is why our purpose,‘to create belonging’drives our commitment tobuild a team wherediversity, inclusion andconnectionare at theheartof what we do.

As a leadingnot-for-profitcommunity housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, wecontinue toinvestin our people, our homes, and our communities. Guided by ourvalues–We Care, We Create, We Connect –we’vebuilt an inclusiveworkplaceby caring for one another,creatingand sharingnew ideas, and connecting authenticallyevery day,whereeveryonehas the opportunity togrow and thrive.

We are committed tofostering an inclusive environment andbuilding a team that reflects the diversity of the communities weconnect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences.If this role excites you butyou’renot sure you tick every box, we still encourage you to apply.Your passion and potential matter.

Join us in creating sustainable, connected communities whereeveryone feelsa sense of belonging andareempowered to thrive.

What we offer

• Competitivepackage–35-hour work weekwith competitive, above Award payand 17%annual leave loading.
• NFP salary packaging–Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings
• High-growth environment–Realopportunities to grow your careerwithafocus oninternal promotions,inhouse learning and developmentandstudyassistancesupport
• Health and wellbeingbenefits-Corporate discounts with Flarefor everyday savings, Reward and Recognition program,access to a free 24/7Employee Assistance Program(EAP)for you and your family
• Paid Parental Leave–12 weeks paid parental leaveand3 daysbonusannualleave
• Agile and innovative work practices–Hybrid work arrangements including work from home options, and modern,well-locatedoffices close to public transport

Job Description

About the roleand about you

As a Customer Care Hub Consultant, you'll be at the heart of Customer Care, handles inbound calls through the call centre interface, including addressing enquiries related to repairs, maintenance, tenancy matters, and general customer service request.

To succeed in this role, you will have experience in a customer service, excellent written and communication skills and capacity to negotiate by telephone with range of stakeholders and provide a professional and high-quality experience for our customers.

This is a contract role to August 2027, based at ourLiverpooloffice and requires travel to other SGCH office locationsasrequired.

Duties

• Provide responsive and respectful customer-centric services including ensuring all calls are handled professionally, and customers are informed of available services.
• Address tenancy-related enquiries promptly, supporting effective tenancy management, early intervention strategies and demonstrate throughout knowledge of SGCH products and services.
• Efficiently manage call logs and records, ensuring accurate, timely documentation of customer interactions, and collaborate with internal and external stakeholders to resolve complex enquiries and request.
• Promote a safe and healthy work environment by consistently following safety protocols, fostering a positive safety culture, and reporting hazards and incidents.

Desired Skills and Experience

• Experience delivering customer service in a busy and demanding environment, with ability to handle a high volume of customer interactions effectively.
• Strong written and communication skills, with excellent interpersonal abilities and the capacity to negotiate by telephone with a broad range of stakeholders.
• Experience in organisational and time management skills, self- motivation with a learning mindset, and ability to work autonomously, with a good understanding of Workplace Health and Safety risks.
• Ability to work with a business acumen and ability to manage competing priorities, deadlines and multiple stakeholders, continuously improve and deliver the best outcome for the business and customers of diverse backgrounds and vulnerability.