Customer Experience Representative

Link Wentworth; Sydney; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Flexible work arrangements

Additional annual leave

Not-for-profit salary packaging

Job summary

Link Wentworth is seeking a Customer Experience Representative on a full-time basis (35 hours/week) for a max term contract ending 30 January 2027, with a strong possibility of extension. The role is office-based in Penrith, NSW.

You will handle inbound calls and emails, provide first contact resolution for tenants and clients, and support housing programs while maintaining accurate records in a high-volume environment.

Qualifications

• Experience in customer service, ideally in a contact centre.
• Ability to manage multiple tasks in a high-volume work environment.
• Proficient with databases, email systems, and Microsoft Office.
• Understanding of contact centre metrics.

Responsibilities

• Provide first contact resolution predominantly for Link Wentworth tenants, clients, and other customers with enquiries about Social Housing, Affordable Housing, and Housing Pathways applications.
• Deliver customer-focused service and ensure satisfaction through timely responses and feedback processes.
• Respond to maintenance requests and allocate work to relevant contractors per policy and procedures.
• Keep accurate and timely records to support business and compliance requirements.

Skills

Customer service

Communication

Multitasking

Record keeping

Tools

Microsoft Office

Email systems

Databases

Job description

About the Role

Full Time position (35 hours/week) Max Term Contract until 30 January 2027 with strong possibility of extension Office based in Penrith

The Customer Experience Representative (CER) is responsible for providing best practice customer service primarily via inbound calls and email correspondence made to the Customer Experience Team, within a high-volume environment. This role is to cover a staff member who is on secondment in another team, and there is possibility of extension or permanency.

Key areas of responsibility include:

• Providing first contact resolution predominantly for Link Wentworth tenants, clients, and other customers general enquiries providing expert advice, information, and services to client enquiries relating to Social Housing, Affordable Housing, and Housing Pathways applications
• Providing a customer-focused service and ensuring customer satisfaction through the efficient response to enquiries and requests and completing customer satisfaction and feedback processes
• Responding efficiently to all responsive maintenance requests and issues and allocating work to relevant contractors in line with responsive maintenance policy and procedures
• Supporting Link Wentworth in meeting its business and compliance requirements by keeping accurate and timely records

Who we are looking for:

The ideal candidate will have:

• Demonstrated experience in a customer service role, ideally in a contact centre environment
• Demonstrated ability to manage multiple tasks in a high-volume work environment
• Demonstrated computer proficiency including in the use of databases & email systems, and intermediate skills in Microsoft Office programs
• Understanding of contact centre metrics

You will also be:

Someone who enjoys customer service and helping others Able to relate to and communicate effectively with people from diverse backgrounds including vulnerable people A self-motivated, resourceful, enthusiastic, and positive team player Great at diffusing escalating situations and finding creative solutions to solve conflicts or complaints

You will also need:

• At least two (2) COVID-19 vaccinations, meaning, having received the primary course of an Australian Government approved COVID-19 vaccination
• Willingness to undergo a National Police Check to Link Wentworth’s satisfaction
• Willingness to be office-based five (5) days per week
• An NDIS Workers Check or willingness to complete one

Who are we and why should you join us?

Link Wentworth is an ambitious and growing housing and homelessness service, based in Greater Sydney.With the NSW rental and housing crisis reaching breaking point, our services are needed more than ever in our communities.

Link Wentworth offers staff:

• Options for flexible work arrangements
• Attractive leave options including ability to purchase up to two (2) weeks additional annual leave per year
• A competitive salary with the opportunity to reduce your income tax and increase your take-home pay with not-for-profit salary packaging
• Meaningful and fulfilling employment, improving the lives of others every single day

+ much, much more!!!