Customer Service Officer - Logan

Carers Queensland Inc.; Brisbane; On-site; AUD 80,000 - 96,000; Full time

Benefits offered by this job

Competitive Salary

Not-for-Profit Tax Benefits

Private Health Partners

Work-Life Balance

Professional Development

Positive Impact

Supportive Environment

Assure Mental Health & Wellbeing Plan

Job summary

Carers Queensland is seeking a Customer Service Officer to join the Logan team, assisting with NDIS inquiries and general information for participants, families and the community. You will be the first point of contact, providing clear explanations and guiding access to supports.

The role emphasizes empathy, accurate data handling, and a responsive service mindset within a Not-for-Profit setting. Based in our Logan office, this position welcomes applicants with lived experience and a passion for

Qualifications

• Experience providing customer service or information provision.
• Empathic and engaging verbal communication style with good telephone etiquette.
• Ability to manage multiple tasks and meet timelines and targets.
• Competency in entering information into databases and CRM; data accuracy is essential.

Responsibilities

• Answer a diverse range of incoming and outgoing calls or emails from participants, families and the community on the NDIS enquiry-line.
• Explain the National Disability Insurance Scheme (NDIS) to people with disability, their families and the broader community.
• Guide participants to understand their NDIS plans and accessing funding.
• Provide information linkage and supports to utilise natural supports and mainstream services.
• Support carers and stakeholders across Queensland in a timely, efficient manner.
• Maintain high data quality and accuracy in all interactions.

Skills

Customer service

Communication skills

Telephone etiquette

CRM data-entry

Tools

CRM system

Job description

Carers Queensland is an equal opportunity employer actively seeking to employ people who reflect the diversity of our clients and encourages applications from people with a disability, and from culturally and linguistically diverse backgrounds, Aboriginal and Torres Strait Islanders, and the LGBTIQ community.

Are you a Superstar with great people skills, savvy in IT, excels in customer service, excellent communication and time management skills?

Are you wanting a profession where you can assist people with disability and their families to access information on the NDIS and other community supports? A profession where can you add value? Perhaps work for an organisation where people from all walks of life are welcomed with open arms into an inclusive and diverse culture?

If this sounds like you, you will love working with us as a Customer Service Officer!

About the Role

We are currently looking for a Customer Service Officer, aka Customer Service Superstar, to join Carers Queensland as part of our amazing Customer Service Team, based at our Logan office. We encourage anyone who is interested in these roles to apply, including recently graduated students in a relevant discipline, those with lived experience of disability, those who have been through the NDIS journey, and those who just love making a real difference in people's lives.

As a Customer Service Officer, you will be one of the first points for both NDIS enquiries and Carers Queensland enquiries.

Some of your key responsibilities will include:

• Work as part of an integrated team to answer a diverse range of incoming and outgoing calls or emails from/to participants, families, and the general community on the NDIS telephone and email enquiry-line service (our team take up to 5000 enquiries per month).
• Confidently explain the National Disability Insurance Scheme (NDIS) to people with disability, their family and the broader community.
• Guide and assist participants over the phone to understanding their NDIS plans and accessing funding to increase capacity and develop their options.
• Assist individuals (and their families and carers) with information linkage and supports to utilise natural supports, other mainstream services and the wider community.
• To provide support to carers and other stakeholders throughout Queensland in an efficient and timely manner.
• Maintaining quality service delivery while demonstrating ability to work in a fast-paced environment ensuring accuracy is paramount for data quality.

What's in it for you?

• Full-time role with Customer Service Team, based across our Carers Queensland NDIS Logan office – close to public transport.
• Attractive Remuneration Package of CSW3.1 - $80,008.24 per annum plus superannuation 12 %.
• Excellent Not-for-Profit Tax Benefits with RemServ + transfer your long service leave via QLEAVE (if applicable).
• Accrued Days Off + Gifted Day for Christmas + Westpac Financial Literacy Program + Fitness Passport +Access to Discounted Corporate Private Health with HCF, Medibank & BUPA.
• Professional development through ongoing training + access to EAP for you and your family.
• The opportunity to enact real and rewarding change in the lives of those you work with and for.
• A flexible and supportive work environment where your contribution is highly value.

Do you have?

• Experience providing customer service, telecommunications, or working within an information provision service OR similar relevant experience?
• An empathic and engaging verbal communication style accompanied with good telephone etiquette?
• The ability to be self-reliant, motivated, and accountable in managing multiple tasks and meeting timelines and targets?
• Demonstrated competency in entering information into databases and CRM?
• Please note: Due to the nature of the work, all staff must hold or willing to obtain both a valid Blue Card Working with Children & NDIS Worker Screen.

Want to get in touch? For questions about the role please email the Recruitment Team ( [e-mail] ).

Carers Queensland actively encourages applicants to advise of any reasonable adjustment needs that you have in your cover letter, so that we can meet where possible the needs of each applicant.

Carers Queensland was established in 1989 as the Queensland Council of Carers, and over the years, we have continued to work within our local community, responding to unmet needs with care and providing personalised support to those who are disconnected.

We understand the unique challenges faced by carers and their loved ones, and that's why we continue to advocate for their rights and opportunities. We also provide essential services that nurture well-being and foster inclusion.

Our dedicated efforts extend from Brisbane North and South to more remote locations like Townsville and Coolangatta, facilitated by our passionate teams in office locations spread throughout the region.

Carers Queensland was established in 1989 as the Queensland Council of Carers, and over the years, we have continued to work within our local community, responding to unmet needs with care and providing personalised support to those who are disconnected.

We understand the unique challenges faced by carers and their loved ones, and that's why we continue to advocate for their rights and opportunities. We also provide essential services that nurture well-being and foster inclusion.

Our dedicated efforts extend from Brisbane North and South to more remote locations like Townsville and Coolangatta, facilitated by our passionate teams in office locations spread throughout the region.

Perks and benefits

• Competitive Salary
• Not-for-Profit Tax Benefits
• Private Health Partners
• Work-Life Balance
• Professional Development
• Positive Impact
• Supportive Environment
• Assure Mental Health & Wellbeing Program

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