Customer Response Consultant

Anglican Community Services; Sydney; On-site; AUD 60,000 - 72,000; Full time

Benefits offered by this job

Flexible work options

Salary packaging

Professional development

Retailer discounts

EAP & Fitness Passport

Job summary

Anglicare Sydney is seeking a Customer Response Consultant to join the Customer Contact Centre for a 12-month max-term contract. You will provide timely, professional service across phone, email and web channels, guiding enquiries to the right services and building rapport with a diverse range of customers.

This role supports lead generation across Residential Care, Retirement Living and Anglicare at Home, while handling HR and payroll enquiries and reception tasks.

Qualifications

• Minimum 12 months' experience in a customer contact centre or call centre environment.
• Strong customer service and problem-solving skills.
• Experience using Microsoft Office applications and customer databases.
• Excellent communication skills with the ability to engage confidently over the phone and via email.
• Strong attention to detail and ability to manage multiple priorities

Responsibilities

• Respond promptly to customer enquiries via phone, email and web channels.
• Support prospective residents, clients and families by connecting them with the appropriate services and teams.
• Convert enquiries into qualified leads and support occupancy and service growth objectives.
• Assist with HR and payroll enquiries, Financial Wellbeing referrals and reception support activities.
• Deliver a professional, empathetic and customer-focused experience at every interaction.

Skills

CX experience

Customer service

Problem solving

MS Office

Communication

Attention to detail

Tools

Genesys Cloud

Particle Martin

Job description

Anglican Community Services – Macquarie Park NSW

Permanent

4d ago , from Anglican Community Services

At Anglicare Sydney, we have been serving people, enriching lives and strengthening communities for more than 170 years. As one of Australia's largest Christian organisations, we support thousands of older people, families, children and individuals through aged care, community services, housing and community services programs.

As a Customer Response Consultant, you'll be key to our mission to enrich lives and strengthen communities. This is a 12-month max-term contract opportunity working full-time Monday to Friday, 9:30am to 5:30pm within our Customer Contact Centre team, where you'll provide exceptional service and support to customers, families and stakeholders seeking information about Anglicare services.

Your opportunity

As our Customer Response Consultant, you will be responsible for providing exceptional customer service across multiple channels, ensuring every enquiry is responded to professionally, accurately and with empathy. You'll play an important role in connecting customers with the right services and supporting lead generation activities across Residential Care, Retirement Living and Anglicare at Home.

This 12-month max-term contract offers an exciting opportunity to join a high-performing customer contact team and make a meaningful difference in the lives of our customers and their families.

With integrity and professionalism, you will:

• Respond promptly to customer enquiries via phone, email and web channels
• Support prospective residents, clients and families by connecting them with the appropriate services and teams
• Convert enquiries into qualified leads and support occupancy and service growth objectives
• Assist with HR and payroll enquiries, Financial Wellbeing referrals and reception support activities
• Deliver a professional, empathetic and customer-focused experience at every interaction.

What you'll bring

You are a customer-focused professional with a genuine passion for helping people. You are confident managing high volumes of enquiries, thrive in a fast-paced environment and can build rapport quickly with a diverse range of customers and stakeholders.

What's required:

• Minimum 12 months' experience in a customer contact centre or call centre environment.
• Strong customer service and problem-solving skills.
• Experience using Microsoft Office applications and customer databases.
• Excellent communication skills with the ability to engage confidently over the phone and via email.
• Strong attention to detail and ability to manage multiple priorities

What's preferred:

• Experience using Genesys Cloud or similar contact centre platforms.
• Knowledge of Particle Martin or comparable CRM systems
• Experience within aged care, retirement living, health care or community services environments
• Experience handling sensitive customer enquiries with empathy and professionalism

For 170 years Anglicare has been serving those in need - providing care to older people and services to the vulnerable. With our recent acquisition of Infinite Care and Autumn Aged Care, today we employ 9,500 staff and are blessed to serve alongside 1,500 volunteers. We provide meaningful opportunities and choice, both for the individuals and communities we support and the dedicated people here who make it happen.

At Anglicare, you'll get the stability and opportunities that come with a strong, well-established organisation that's ready for the future. You'll belong to a community of kind, humble and respectful people. You will also be supported to gain new knowledge, deepen your experience and expertise, and shape a rewarding career.

On top of that, here are just some of the tangible benefits you will enjoy in a career with us:

• Flexible work options to support work-life balance
• Pay less tax on your income and increase your take home pay. With salary packaging, up to $15,900 of your income is tax free
• Spend up to $2,650 on accommodation, meals and entertainment also tax free with salary packaging
• Ongoing professional development and leadership training to advance your career
• Exclusive discounts to over 400 retailers
• Employee Assistance Program (EAP) and Fitness Passport with discounts to over 800 gyms for you and your family

Are you ready for a career that means more?

Anglicare is as wonderfully diverse as the customers and communities we support. While we are guided by our Christian-based values, our team includes people of all faiths and backgrounds who share our commitment to serving others, and we value the diverse perspectives they bring. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, genders, abilities and cultural backgrounds.