Customer Contact Officer

Aged Care Quality and Safety Commission; Brisbane; On-site; AUD 80,425 - 84,980; Full time

Job summary

A government agency in Brisbane is seeking a Customer Contact Officer to serve as the first point of contact for consumer enquiries about aged care services. This role involves supporting individuals through various communication channels while assessing and elevating complex enquiries. Strong customer service experience and interpersonal skills are essential. The position entails working in a dynamic environment with opportunities for growth and contribution to aged care reforms.

Qualifications

• Demonstrated customer service experience providing advice and responses to customer enquiries.
• Ability to research, analyse and apply judgement of procedures, legislation, and delegations.
• Developed communication skills to actively listen and tailor communication to various audiences.
• Experience having difficult conversations with customers.
• Good attention to detail for accurate records management.
• Ability to work collaboratively with the team to enhance service delivery.

Responsibilities

• Respond to consumer enquiries and complaints through various communication channels.
• Provide advice on a range of matters including moderately complex enquiries.
• Collect and prepare information about complaints for allocation.
• Assess and elevate complex enquiries to senior officers.
• Identify and prioritise consumers experiencing vulnerable circumstances.

Skills

Customer service experience

Research and analysis

Interpersonal communication

Handling difficult conversations

Attention to detail

Strong computer skills

Stakeholder management

Time management skills

Tools

Microsoft Office Suite

Internal systems

Job description

About the Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission (the Commission) was formed on 1 January 2019. We work to improve the lives of older people by maintaining the integrity of the aged care system.

As the single independent regulator of Australian Government aged care services, we offer a variety of interesting and challenging jobs across most capital cities.

It is an exciting time to join the Aged Care Quality and Safety Commission, with major reforms underway to improve aged care in Australia. You will be contributing to our role as the national regulator to safeguard and protect older Australians receiving aged care services.

About the Team

The Customer Contact Team (CCT) is one of the first points of contact for consumers, aged care providers, and other members of the public to engage with the Commission. The CCT responds to a range of contacts including enquiries, feedback, out of scope contacts, and complaints via phone, email, web, and post.

The Customer Contact Team is a dynamic and fast paced environment where no day is the same.

About the Role

The Customer Contact Officer plays a pivotal role at the Aged Care Quality and Safety Commission (the Commission). Customer Contact Officers are the first contact and responder to consumer enquiries from the public and aged care service providers about the quality of aged care services provided by the Australian Government approved service providers, or the functions of the Commission.

Working under the general supervision of a Team Leader, Customer Contact Officers respond to a range of communication channels including phone, email, online and post for enquiries, feedback, complaints, and notifications. Customer Contact Officers undertake research and interpret relevant legislation, policies, and procedures within defined parameters to make decisions and use judgment to determine consumer needs.

Position Duties

• Clearly communicate with internal and external stakeholders and provide advice on a range of matters including moderately complex enquiries and out of scope enquiries
• Provide accurate and timely support and guidance to consumers through a range of communication channels including phone, email, online and post for enquiries, feedback, complaints notifications, and the Commission’s enquiry mailbox
• Collect, collate and consider information about complaints in preparation for allocation
• Assess and elevate risks regarding more complex enquiries, and complaints to senior officers
• Apply knowledge of procedures, legislation and delegation to resolve enquiries and elevate matters in a timely manner within agreed service level agreements
• Identify and prioritise consumers who may be experiencing vulnerable circumstances, in distress or who have accessibility needs, and elevate potential issues to the leadership team
• Ensuring accurate records of consumer transactions in the case management system
• Collaborate in a team to assist with workload, knowledge sharing and business improvements which may include virtual or face-to-face with peers as required
• Have knowledge of the Commission risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks

Position Eligibility Requirements (Selection Criteria)

To be successful in this role you will need to demonstrate the following:

• Demonstrated customer service experience providing advice and responses to customer enquiries via a range of communication channels
• Ability to research, analyse and apply judgement of procedures, legislation, and delegations to assess risks and elevate more complex enquiries
• Developed interpersonal and written communication skills to actively listen, be resilient, tailor communication to various audiences, and confidently discuss customer concerns and expectations
• Experience having difficult conversations or challenging customer enquiries, to prioritise customers in distress including consumers that are vulnerable or have accessibility needs
• Good attention to detail with the ability to communicate in writing, and update accurate records management of consumer enquiries
• Strong computer skills including the use of the Microsoft Office suite and internal systems.
• Demonstrated internal and external stakeholder management skills to confidently liaise and communicate with a range of audiences
• Ability to work collaboratively with the team to share knowledge, build team capability, and contribute to continuous improvements to enhance service delivery and customer satisfaction
• Effective time management skills to manage high-volpe customer enquiries in accordance with the agreed service level agreement
• Work a standard day of 7 hours 30 minutes on a set or varied roster between the bandwidth hours of 7:00am to 7:00pm, from Monday to Friday
• Attend an onsite four‑week induction

Position Notes

• Salary offered will be between $80,425-$84,980 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
• Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps
• Non‑ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
• Merit Pool established through this selection process may be used to fill this or future ongoing or non‑ongoing vacancies.

Application Instructions

Please provide answers to the below 2 questions separately in not more than 300 words each, and a copy of your CV.

• This role involves handling complex inquiries, complaints and questions from older persons, their carers and their families and providers which includes some of our most vulnerable Australians. What do you believe are the key skills and qualities required to perform this role?
• Tell us about a time where you provided service to an emotional customer that was being disrespectful and did not agree with your advice. How did you respond, what actions did you take and what was the outcome?

Please complete the application and submit by 11 pm (AEDT) on Sunday, 7 December 2025.

Contact

Please contact our recruitment team on [phone] or [e-mail] for assistance with accessing our website or with lodging your application.

Specific questions about the roles can be directed to ICRG Support by emailing [e-mail] with Position title in the subject line.

Diversity and Inclusion

The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.

The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.

RecruitAbility

RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position. For more information, visit https://www.apsc.gov.au/recruitability.

We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please email [e-mail] if you need any adjustments made.

Further Information

For further information about the Quality Commission, office locations and other related resources, please visit https://www.agedcarequality.gov.au

For more information on the Australian Public Service, please visit http://www.apsc.gov.au/publications-and-media/current-publications/cracking-the-code/factsheet-4 and http://www.apsc.gov.au/publications-and-media/current-publications/cracking-the-code

Seniority Level

• Not Applicable

Employment Type

• Full-time

Job Function

• Other
• Industries: Government Administration and Government Relations Services