Customer researcher

Southern Cross Care QLD; City of Brisbane; On-site; AUD 26,000 - 38,000; Part time

Benefits offered by this job

Not-for-profit salary packaging

Flexible work arrangements

Career pathways & bursaries

Recognition programs

Job summary

Southern Cross Care Queensland (SCCQ) invites applications for a part-time Customer Researcher based at our Support Centre in Upper Mt Gravatt. Join a supportive not-for-profit team to proactively gather resident and family feedback, speaking with a broad cross-section of customers.

The role emphasises empathy, excellent listening, and accurate documentation to strengthen relationships and client experiences.

Qualifications

• Must be a true people person with a warm, engaging manner.
• Excellent listening skills and patience, non-judgmental yet empathetic.
• Proficiency in full typing to accurately document conversations.
• Strong interpersonal skills with the ability to engage diverse stakeholders.

Responsibilities

• Proactively seek customer feedback by speaking with residents, families and clients.
• Be part of SCCQ Deep Listening Team, making phone calls on behalf of the CEO and SCCQ.
• Maintain a high-empathy, high-trust approach in conversations and document key messages clearly.
• Summarise conversations concisely, capturing essential messages impartially.

Skills

People person

Active listening

Empathy

Excellent communication

Typing speed

Job description

26th August, 2026

SCCQ has an opportunity for a Customer Researcher to join our Customer Service team working from our Support Centre in Upper Mt Gravatt.

Join a supportive, friendly team in a purpose-led not-for-profit organisation where meaningful work, strong relationships and a caring culture come together to make a real difference.

Southern Cross Care QLD has an exciting opportunity for a confident and friendly Customer Researcher to join our SCCQ family, based at our Corporate Support Centre conveniently located in Upper Mt Gravatt.

Why work with us

At the heart of everything we do is our Known & Loved culture program. It enables us to build genuine connections with each other and with the residents, clients, families and communities we serve. We’re committed to ensuring our people feel genuinely known, supported and valued, so they can bring their best to the important work they do every day.

• Part-time role (working 2-3 days a week)
• Competitive salary + benefit of NFP salary sacrifice options
• Opportunity to join a supportive and friendly team
• Great staff culture
• Ongoing individualised training and mentoring programs
• Employee Assistance Program for employees and their families
• Purpose driven organisation making a real difference
• Convenient location with free parking onsite

About the role

This is a unique role, so we are not exactly sure what your background is however you will be a very good conversationalist!! If you are looking for a role for 2-3 days per week that will provide you with an absolute sense of purpose, knowing what you do will make a difference then this could be the role for you. You will be part of a wonderful person‑centred team in a company that cares about its people. Initially this role could begin as casual with the view to go permanent part time for the right applicant. The primary role of the Customer Researcher is to proactively seek customer feedback by speaking with a broad cross section of both customers and their loved ones. As part of the SCCQ Deep Listening Team, this role primarily involves making phone calls on behalf of our CEO and SCCQ to our resident’s families and/or our residents/clients. The good news is most are very happy to hear from you, appreciate that we called and enjoy chatting with us. However, at times they may wish to share some personal experiences that do not meet our expectations, so an empathetic approach is important. These interactions are crucial as they contribute to strengthening customer relationships through high-trust, meaningful conversations. Our Deep Listening Program is a cornerstone of our commitment to understanding the Voice of our Customers and is a source of great pride for SCCQ.

Whilst our department plays a truly important part of the wider organisation, this isn’t a role that will see you needing to work back later or take stress home with you. You will be part of a small team, that operates really effectively and is thoroughly supportive and welcoming.

What will you bring to the role?

• You MUST be a true people person, some who loves chatting to customers
• You MUST have exceptional listening skills, be patient and have the ability to be non-judgmental yet empathetic
• Proficiency in full typing is required in this role to ensure you can accurately document the essence of the conversations you will have
• Being a strong advocate for exceptional customer service you will have high emotional intelligence which will be well utilised as you speak with our customers daily. Your passion for the aged within our community will be important for you feeling a sense of purpose.
• A natural affinity for interpersonal interactions is essential, with outstanding communication skills and the ability to engage effectively with various stakeholders. A genuine passion for conversing with the elderly is a must. You should possess an empathetic nature while maintaining an objective perspective.
• You will be a self-starter who is comfortable working independently, yet who will also be well supported. Your natural good general judgment is required.
• You must have the ability to summarise the key messages of conversations. As you hold conversations and ask questions, your ability to listen to and quickly and accurately summarise the essence of what you hear is critical. The ability to remain impartial, empathetic, and patient is key to truly understanding the messages shared by our customers.

Who is Southern Cross Care Queensland?

Southern Cross Care Queensland (SCCQ) is a Catholic not-for-profit organisation established by the Knights of the Southern Cross, more than 40 years ago. They saw a need to provide compassionate care and inclusive service to some of the most vulnerable, the ageing population, in the community.

Since then, SCCQ has grown to employ over 1800 staff caring for and supporting more than 3000 people across 17 residential aged care homes, 8 retirement villages, 28 social houses, the National Disability and Insurance Scheme (NDIS) and home care services in metropolitan and regional Queensland, New South Wales and Victoria.

We are passionate about growing communities where best lives are lived, and serving the needs of our residents and clients with compassion and care is, as always, at the heart of what we do.

At SCCQ, we are just as focused on creating a culture where every person matters. That’s why we developed our You Matter employee benefits program which brings together the support available to you when you join Southern Cross Care, including:

• Not-for-profit salary packaging benefits
• Flexible work arrangements
• Mental health and first aid training
• Career pathways, bursaries and traineeships
• Recognition programs and service awards

Southern Cross Care Queensland is a proud Equal Opportunity Employer. We celebrate the diversity across our entire team and welcome candidates from all backgrounds to apply. Please note that all employment offers will be conditional upon a satisfactory NDIS workers screen, the right to work in Australia and maintaining an up-to-date flu vaccination status.

Our Mission: Inspired by Catholic moral and social teachings which value and respect human life and the dignity of the individual, we will provide a quality of care and accommodation to meet the needs of all who place their trust in us.