Customer Centre Advisor

Benetas Careers; Melbourne; On-site; AUD 58,000 - 72,000; Full time

Benefits offered by this job

Not-for-profit salary packaging

Office-based role in Blackburn

Job summary

Benetas is recruiting a Customer Centre Advisor to be the first point of contact for older Australians and their families seeking aged care options. You will provide clear guidance on Benetas’ Residential Aged Care and Home Care services across phone, email and online channels.

Based in Blackburn, this office-based role emphasises empathy, accuracy and organisational skills while handling enquiries, maintaining records and coordinating follow-ups.

Qualifications

• Previous experience in customer service or contact centre.
• Strong written and verbal communication, with empathy.
• Ability to manage multiple tasks and maintain accuracy.
• Willingness to learn new systems and processes.
• Understanding of aged care services and privacy requirements.

Responsibilities

• Serve as first contact for customers and families via phone, email, and online channels.
• Provide clear, accurate information about Benetas’ services.
• Coordinate follow-up activities and maintain accurate customer records.
• Support customers through decision-making and admission processes.
• Collaborate with teams to improve the customer experience.

Skills

Customer service

Communication skills

Empathy

Administrative tasks

Digital systems

Job description

Empowered to Shine

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
• Fully office-based at our Blackburn offices
• Not-for-profit salary packaging – reduce tax and increase your take-home pay

Our purpose is defined by a goal to help older Australians and their families make confident, informed decisions at an important time in their lives.

The Role

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.

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 an office-based role in Blackburn.

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.
• BONUS POINTS: Experience using Contact Centre or CRM applications (would be highly regarded, but not essential).

Why Benetas?

• Make an impact through 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 culture 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.

Appointment is subject to satisfactory completion of Benetas’ required pre-employment checks, including verification of Australian working rights and relevant worker screening.