Customer Service Advisor

McMillan Shakespeare; City of Melbourne; Hybrid; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Novated leasing benefits and discounts

12 weeks paid parental leave

Comprehensive learning and development

Sonder digital wellbeing platform

Default Income Protection Insurance

Exempt Employee Share Plan

Job summary

McMillan Shakespeare (MMS) is seeking a Customer Service Advisor to be the face of our contact centre, delivering empathetic assistance across phone and digital channels. The role focuses on first contact resolution and handling inquiries related to Salary Packaging and Novated Leasing, with a commitment to service quality, productivity and compliance.

We offer hybrid working and strong benefits including novated leasing, parental leave, learning and wellbeing resources, plus support from a

Qualifications

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

Responsibilities

• Provide first contact resolution across inbound calls and digital channels
• Identify standard enquiries from complex or high-risk matters, escalating wherever 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

Skills

Customer service

Multiple systems

Decision making

Resilience

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 in Brisbane with the below starting dates:

Melbourne:

Start date: 26th October 2026 - RemServ Salary Packaging

Here’show you will make a difference in this role…

As aCustomer 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.

At MMS clear expectations help our people Be the Difference.

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 wherever 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.
• Sound judgement and the ability to make decisions
• The necessary resilience to work in a fast-paced environment.

What we can offer you:

• Novated leasing benefits and discounts
• 12 weeks paid parental leave and access to our Parents Portal
• 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

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 embrace hybrid working and welcome conversations about flexibility.

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

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 peoples 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 ***************@mmsg.com.au