Customer Experience Officer

Social Futures Ltd; Tweed Heads; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Salary packaging

Wellness benefits

Job summary

Social Futures Ltd is seeking a customer service oriented role based in Tweed Heads, NSW. You will support community enquiries, share information about programs, and link people to referral pathways while updating client records in our systems.

Delivering compassionate, high-quality service across service streams is essential. You will engage with diverse and vulnerable people, use de-escalation techniques when needed, and maintain clear boundaries and accurate information to ensure positive

Qualifications

• Experience in a community or similar service organisation.
• Ability to work with diverse and vulnerable people.
• Strong communication and problem-solving skills.

Responsibilities

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

Skills

Customer service

De-escalation

Interpersonal skills

Communication

Tools

Client records management system

Job description

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.

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.

• 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:

• Delivergreat customer service in a community or similar service organisation.
• Workwith diverse and vulnerable people.
• Helppeople who may present in distress and using de-escalation techniques.
• Controlcall 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.

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:

• Delivergreat customer service in a community or similar service organisation.
• Workwith diverse and vulnerable people.
• Helppeople who may present in distress and using de-escalation techniques.
• Controlcall 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.