Customer Engagement Centre Advisor

Baptistcare; Sydney; Hybrid; AUD 60,000 - 70,000; Full time

Job summary

BaptistCare is seeking a Customer Engagement Centre Advisor to join the Customer Engagement team at Macquarie Park, NSW. This 9-month, full-time role focuses on guiding prospective customers through service options and supporting families and referrers with timely information.

You will respond to enquiries, maintain records, and collaborate with internal teams to ensure an exceptional customer experience. A Certificate III or higher in administration or related field is preferred, with strong

Qualifications

• Certificate III, degree or equivalent in administration or related field.
• Experience in customer service, administration, aged care or community services.
• Strong communication, empathy and professionalism.
• Proven organisational and time-management skills.
• Ability to learn across multiple systems and databases.

Responsibilities

• Respond to enquiries as first point of contact for BaptistCare customers.
• Provide information about services and support decision-making journeys.
• Build relationships and manage follow-up activities.
• Maintain accurate customer records and collaborate with internal teams.
• Contribute to delivering an exceptional customer experience.

Skills

Customer service

Empathy

Problem solving

Written communication

Verbal communication

Time management

Microsoft Outlook

Excel

Word

Multi-system knowledge

Education

Certificate III

Degree or equivalent

Tools

Microsoft Outlook

Excel

Word

Job description

• 9-month max term full-time opportunity | Based at Macquarie Park, NSW
• Enjoy flexible, hybrid working arrangements within a supportive and collaborative team
• Be a trusted first point of contact, helping customers and families navigate BaptistCare’s services

About the role:

We are seeking a customer-focused Customer Engagement Centre Advisor to join our Customer Engagement team.

As a trusted first point of contact for prospective BaptistCare customers, you will respond to enquiries, provide information about our services, and support customers, families and referrers through their decision-making journey. You will build strong relationships, manage follow-up activities, maintain accurate customer records, and work closely with internal teams to deliver an exceptional customer experience.

This is an exciting opportunity for someone who enjoys connecting with people, solving problems and making a genuine difference through outstanding customer service

About you:

• A Certificate III, degree or equivalent qualification in administration, or relevant experience within customer service, administration, aged care or community services
• Proven customer service skills and the ability to communicate with empathy, warmth and professionalism
• Strong decision-making and problem-solving capabilities
• Well-developed written and verbal communication skills
• Sound administrative, organisational and time-management skills
• Confidence using Microsoft Outlook, Excel and Word
• The ability to learn and work effectively across multiple systems and databases
• Flexibility to work a 7.6-hour rostered shift between 8.00 am and 6.00 pm, Monday to Friday

Desirable:

• Previous contact centre experience
• Knowledge or experience within aged care or community services
• At least three years’ experience in a customer service or similar role
• An understanding of the Australian aged care sector

If you are passionate about creating positive customer experiences and helping people navigate the services and support available to them, we would love to hear from you!

About Us:

BaptistCare is a leading purpose-led care organisation, guided by our Christian identity and serving people and communities across Australia for more than 110 years. We support people to live better through aged care, home care, retirement living, community services, disability support and housing.

We know that life’s challenges can make our world feel smaller. With the right people alongside us, it can feel more connected, supported and hopeful again.

That’s what we work towards every day - enriching lives through communities of care. Today, more than 70,000 customers, 12,000 employees and close to 2,000 volunteers are part of our communities across Australia.

Successful applications will be subject to a variety of background checks including a police background check via our online police check system.

BaptistCare – Inspired by Jesus to champion care for all.