Customer Care Hub Consultant - Contract

SGCH; Sydney; Presencial; AUD 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

35-hour work week

Annual leave loading 17%

Novated leasing

Staff discounts

Descripción de la vacante

SGCH in Sydney is seeking a Customer Care Hub Consultant to help handle inbound calls in our busy contact centre, addressing tenancy, repairs, and general customer inquiries with professionalism. You will deliver high-quality service, document call logs, collaborate with internal teams, and support tenants from diverse backgrounds while complying with safety and policy requirements.

This contract role runs to August 2027 with hybrid work options at our Liverpool NSW offices and occasional travel

Formación

• Experience delivering customer service in a busy and demanding environment.
• Excellent written and communication skills, with the capacity to negotiate by telephone with a broad range of stakeholders.
• Strong organisational and time management skills, self-motivation with a learning mindset, and knowledge of Workplace Health and Safety risks.
• Ability to manage competing priorities, deadlines and multiple stakeholders, with a focus on outcomes for diverse customers.

Responsabilidades

• Provide responsive and respectful customer-centric services including ensuring all calls are handled professionally.
• Address tenancy-related enquiries promptly, supporting effective tenancy management and knowledge of SGCH products and services.
• Efficiently manage call logs and records, ensuring accurate documentation and collaborate with internal/external stakeholders to resolve complex enquiries.
• Promote a safe and healthy work environment by following safety protocols and reporting hazards and incidents.

Conocimientos

Customer service

Written & verbal communication

Time management

Self-motivation

Work Health and Safety

Descripción del empleo

Job Description

What we do

At SGCH, we believe everyone belongs. This is why our purpose, ‘to create belonging’ drives our commitment to build a team where diversity, inclusion and connection are at the heart of what we do.

As a leading not-for-profit community housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, we continue to invest in our people, our homes, and our communities. Guided by our values – We Care, We Create, We Connect – we’ve built an inclusive workplace by caring for one another, creating and sharing new ideas, and connecting authentically every day, where everyone has the opportunity to grow and thrive.

We are committed to fostering an inclusive environment and building a team that reflects the diversity of the communities we connect 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 but you’re not sure you tick every box, we still encourage you to apply. Your passion and potential matter.

Join us in creating sustainable, connected communities where everyone feels a sense of belonging and are empowered to thrive.

What we offer

• Competitive package – 35-hour work week with competitive, above Award pay and 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 – Real opportunities to grow your career with a focus on internal promotions, inhouse learning and development and study assistance support
• Health and wellbeing benefits - Corporate discounts with Flare for everyday savings, Reward and Recognition program, access to a free 24/7 Employee Assistance Program (EAP) for you and your family
• Paid Parental Leave – 12 weeks paid parental leave and 3 days bonus annual leave
• Agile and innovative work practices – Hybrid work arrangements including work from home options, and modern, well-located offices close to public transport

Description

About the role and 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 our Liverpool office and requires travel to other SGCH office locations as required.

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.

Skills And Experiences

Essential Criteria:

• 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.