Customer Centre Advisor

Benetas; City of Melbourne; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Not-for-profit salary packaging

Job summary

Benetas in Victoria is seeking a Customer Centre Advisor to be the trusted first point of contact for older people, their families and support networks across phone, email and online channels. You’ll provide clear, accurate guidance about residential aged care and home care services, and coordinate follow-up from initial enquiry through to admission or service commencement.

You’ll bring customer service experience, strong communication, and the ability to balance empathy with accuracy and

Qualifications

• Experience in customer service, administration or a contact centre.
• Strong written and verbal communication.
• Ability to explain information clearly and sensitively.
• Ability to build rapport with people from diverse backgrounds.
• Strong organisational skills and prioritisation.
• Confident with digital systems and CRM.
• Willingness to learn new systems and processes.
• Understanding of aged care services, funding and privacy.

Responsibilities

• Assist older Victorians and families with options.
• Provide clear guidance about Benetas services.
• Respond to enquiries via phone, email and online channels.
• Maintain accurate customer information.
• Coordinate follow-up activities.
• Support admission or service commencement.
• Contribute to continuous improvements in customer experience.

Skills

Customer service

Communication

Organisation

Attention to detail

Digital systems

Team collaboration

Privacy compliance

Tools

Genesys Cloud

CRM systems

Job description

Join our team of 2,000+ people making a positive difference to more than 15,000 older Victorians through aged care services.

At Benetas, we’re transforming the experience of ageing through collaboration, new ideas and genuine care. Be part of a respectful and supportive workplace where your contribution is valued, your wellbeing matters and purposeful work connects us.

• Help older Victorians and their families navigate aged care with confidence
• Permanent full-time role, Monday to Friday, 9 am–5 pm
• Not-for-profit salary packaging – reduce tax and increase your take-home pay

Help older Victorians and their families make confident, informed decisions at an important time in their lives.

Customer Centre Advisor

As a Customer Centre Advisor, you’ll be a trusted first point of contact for older people, their families and support networks as they explore aged care services and consider their next steps. You’ll provide clear, accurate and compassionate guidance about Benetas’ Residential Aged Care and Home Care services, responding to enquiries across phone, email and online channels.

The Role

Working closely with teams across Benetas, you’ll help customers understand their options, connect them with the right services and support a smooth experience from initial enquiry through to admission or service commencement.

Reporting to the Customer Centre Team Leader, you’ll also maintain accurate customer information, coordinate follow-up activities and contribute ideas that help us continuously improve the customer experience.

This is a permanent full-time position, working Monday to Friday, 9 am–5 pm.

About You

You’re a customer-focused professional who listens carefully, communicates with empathy and builds trust easily.

You’re comfortable supporting people through important decisions and can balance a warm, human approach with accuracy, organisation and sound judgement.

You’ll bring:

• Previous experience in customer service, administration, a contact centre or a similar service environment
• Strong written and verbal communication skills, with the ability to explain information clearly and sensitively
• A natural ability to build rapport with people from a wide range of backgrounds
• Strong organisation, attention to detail and the ability to manage competing priorities
• Confidence using digital systems and maintaining accurate customer records
• A collaborative approach and willingness to learn new systems, services and processes
• An understanding of, or willingness to learn about, aged care services, funding arrangements, customer rights and privacy requirements

Experience using Genesys Cloud or a similar contact centre platform would be highly regarded, as would experience with CRM systems or within aged care, health, disability or community services.

Why Benetas?

• Make a real difference by helping older people and their families navigate an important stage of life
• Access not-for-profit salary packaging and increase your take-home pay
• Work in a safe, respectful and supportive environment where people are valued and encouraged to share their ideas
• Be supported by accessible leaders who want you to succeed
• Build your knowledge and capability through professional development and opportunities for career growth
• Join an established, values-based not-for-profit organisation committed to quality, innovation and improving the experience of ageing
• Be part of a collaborative team where your contribution directly shapes positive customer outcomes

Join us on our fulfilling journey as we transform the experience of ageing through collaboration, new ideas and genuine care.

Across Benetas, our people build meaningful connections and make a real impact by delivering exceptional, person-centred services. Feel supported to do your best work in a culture where people, purpose and respect sit at the heart of everything we do.