Customer Experience Officer

Social Futures; Tweed Heads; On-site; AUD 47,000 - 63,000; Full time

Job summary

Social Futures in Tweed Heads is seeking a customer service focused role to support community enquiries and connect people with referral pathways. This contract position offers a 12-month term starting November 2026, based in Tweed Heads.

You will share information about programs, update client records and provide intake support across service streams while upholding values of inclusivity and compassionate service.

Qualifications

• Experience in a community services or similar service organisation preferred.
• Ability to maintain boundaries and use de-escalation techniques.
• Proficient in using client records management systems and documenting interactions.

Responsibilities

• Provide customer and community enquiries support and connect people to referral pathways.
• Share information on programs with community and stakeholders.
• Confidentially update information in customer management systems.
• Deliver excellent customer service and outcomes.
• Provide intake support across service streams.

Skills

Customer service

De-escalation

CRM systems

Communication

Stakeholder engagement

Job description

Salary: $40.49 - $40.49

Job Type: Contract

Location: Tweed Heads

Job Category: Community Services & Development

Working within Social Futures means becoming part of a mission that goes beyond just a job. We are a voice for social change in regional Australia, celebrating 50 years of success in 2026. This is a 12 month contract, commencing November 2026 based in Tweed Heads.

At Social Futures, we believe in the value of your voice, and we are dedicated to making positive changes every day. We’ve got your back in providing a supportive and inclusive workplace, one that celebrates diversity and promotes inclusion. Here, your wellbeing matters to us.

Job Description

Why join us?

• Meaningful work that makes a difference


• Supportive and collaborative team culture


• Professional development and career growth opportunities


• Competitive salary, salary packaging and wellness benefits

What You'll Be Doing

• Support customer and community enquiries and provide connection to their best referral pathways.


• Share information on our programs with community and stakeholders.


• Confidentially update information within our customer management systems.


• Showcase your excellent customer service skills to deliver great customer experience and outcomes.


• Provide additional customer enquiry and intake support across service streams

We Are Looking For Someone Who Can

• Deliver great customer service in a community or similar service organisation.


• Work with diverse and vulnerable people.


• Help people who may present in distress and using de-escalation techniques.


• Control call outcomes and maintain boundaries according to work instructions.


• Demonstrate well-developed interpersonal skills, including the ability to communicate effectively to identify and prioritise issues, problem solve, generate solutions and to provide relevant and accurate information.


• Effectively using technology including client records management systems.

Social Futures is committed to building an inclusive workplace where everyone feels valued, respected, and supported to thrive. We actively encourage applications from key communities, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTIQSB+ people, and those with lived experience and expertise. We are committed to providing an accessible recruitment process and encourage candidates to request reasonable adjustments if needed.

For more information about Social Futures please visit our website https://socialfutures.org.au/work-with-us/