Customer Service Advisor

Plan Partners; City of Melbourne; Hybrid; AUD 55,000 - 65,000; Full time

Benefits offered by this job

12 weeks paid parental leave

Novated leasing benefits

Learning and development opportunities

Hybrid working

Exempt Employee Share Plan

Volunteer leave & Career break

MMS Rewards program

Job summary

The McMillan Shakespeare Group (MMS) is seeking a Customer Service Advisor in Melbourne to be the face of MMS’s Salary Packaging and Novated Leasing services. You will deliver high-quality support through inbound calls and digital channels.

You will resolve enquiries at first contact, maintain records, and uphold service standards while thriving in a collaborative, hybrid work environment that values inclusion and development.

Qualifications

• Experience in a contact centre or customer service environment.
• Demonstrated experience using multiple systems and maintaining documentation.
• Strong customer first mentality and resilience.

Responsibilities

• Provide first contact resolution across inbound calls and digital channels.
• Identify standard enquiries from complex or high-risk matters and escalate when required.
• Maintain accurate customer records and case notes for continuity and auditability.
• Provide clear and consistent communication, including outcomes, next steps and timeframes.
• Handle customer interactions in line with organisational standards and de-escalate complaints as needed.

Skills

Contact centre experience

Customer service

Documentation

Decision making

Resilience

Tools

CRM systems

Job description

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.

MMS Customer Service Advisor roles to be filled with the below starting dates: Melbourne: Start date: 26th October 2026 - RemServ Salary Packaging

Here’s how you will make a difference in this role… As a Customer Service Advisor, this Call Centre role is where you are the face of MMS. Our contact centre provides personal and empathetic customer service to a broad range of clients across multiple platforms answering queries regarding Salary Packaging and Novated Leasing. You will deliver high-quality customer service within an inbound contact centre environment through real-time interactions across phone and digital channels. Within your role you will assist in resolving customer enquiries at first point of contact, balancing service, quality and productivity outcomes.

Your key responsibilities in this role will include:

• Provide first contact resolution across inbound calls and digital channels
• Identify standard enquiries from complex or high-risk matters, escalating where required
• Maintain accurate customer records and case notes to support continuity, compliance and auditability
• Provide clear and consistent communication, including outcomes, next steps and expected timeframes
• Handle customer interactions in line with organisational standards, including de-escalating complaints and meeting performance expectations

To be considered for this role you will have:

• Experience in a contact centre or customer service environment
• Demonstrated experience using multiple systems and maintaining documentation
• A strong customer first mentality
• Sound judgement and the ability to make decisions
• The necessary resilience to work in a fast-paced environment

What we can offer you:

• Strong culture and the support of a values-based recognition program
• Novated leasing benefits and discounts
• 12 weeks paid parental leave
• Comprehensive learning and development opportunities to support your career growth
• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan
• Volunteer leave & Career break
• MMS Rewards program

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.

We value the skills and attributes veterans can bring to our organisation.

We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at [e-mail]

The McMillan Shakespeare Group (MMS) is a trusted provider of salary packaging, novated leasing, disability plan management and support co-ordination, asset management and related financial products and services.

From our origins in 1988 when we created Australia’s salary packaging industry to today, MMS has a proud history of innovation and exceptional service.

Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.