Customer Experience Representative

Link Wentworth Housing; Sydney; Sur place; AUD 60 000 - 78 000; Plein temps

Avantages offerts par ce poste

Flexible work arrangements

Additional annual leave

Salary packaging (not-for-profit)

Résumé du poste

Link Wentworth Housing is seeking a Customer Experience Representative to join our Penrith-based team on a full-time basis. You will handle inbound calls and emails, provide first-contact resolution, and deliver expert information on Social Housing, Affordable Housing and Housing Pathways applications.

The role requires strong customer service skills, the ability to multitask in a high-volume environment, and proficiency with databases and Microsoft Office.

Qualifications

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

Responsabilités

• Provide first contact resolution for tenants, clients and general enquiries.
• Deliver a customer-focused service and ensure satisfaction with timely responses.
• Respond to maintenance requests and allocate work to contractors as needed.
• Maintain accurate records to support compliance.

Connaissances

Customer service

Contact centre experience

Multitasking

Microsoft Office

Database proficiency

Email systems

Contact centre metrics

Description du poste

Job Description

About the Role

• Full Time position (35 hours/week)
• 1 x Max-Term contract until 4 August 2026
• 1 x Max-Term contract until 15 January 2027
• 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, & 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:

• A strong culture of collaborative teamwork, individual empowerment, and customer-centred service delivery
• 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!!!