Customer Service Operator

Bolton Clarke; Melbourne; Hybrid; AUD 39,000 - 44,000; Full time

Benefits offered by this job

Work from home after 6 months

Free undercover onsite parking

Structured training program

Salary packaging up to $15,900 + $2,

Health Insurance discounts

Job summary

Bolton Clarke is seeking a Customer Service Operator in Melbourne to be the first point of contact for customer enquiries and referrals. You will deliver exceptional service in a busy contact centre, assisting older Australians and their families access support with accuracy and care.

The role features a4-week training, a rotating roster from 6:30am–10pm, and hybrid work from our Forest Hill office with WFH flexibility after 6 months, subject to performance.

Qualifications

• Previous experience in a call centre or customer service environment.
• Aged care, healthcare or community services knowledge (highly regarded).
• Proven ability to work well in busy environments while providing a high level of customer service.
• Strong Microsoft Office skills and confidence navigating multiple systems.
• Attention to detail and to pass on information with clarity and accuracy.
• Ability to work effectively in a team environment.
• Outstanding verbal communication skills and a professional phone manner.

Responsibilities

• Handle incoming and outgoing customer enquiries and client referrals.
• Assess the nature of calls and determine the most appropriate response, including transfers and escalations when required.
• Accurately record customer information and interactions within internal systems.
• Manage a high volume of diverse customer interactions while maintaining service excellence.
• Maintain current knowledge of Bolton Clarke services, funding programs, and fee schedules.
• Deliver a consistently high standard of customer service across all communications.

Skills

Call center experience

Aged care knowledge

MS Office proficiency

Communication skills

Team player

Tools

CRM systems

Multi-system navigation

Job description

Bolton Clarke Group one of Australia's largest independent, not-for-profit providers of home care, retirement living and residential aged care, operating nationally and internationally. Bolton Clarke Residential group now has 87 Aged Care Homes across QLD, NSW, VIC, SA & WA, with the inclusion of the Allity, McKenzie & Acacia Living Group.

About the Role

As a Customer Service Operator, you'll be the first point of contact for customer enquiries and client referrals, providing exceptional service in a fast-paced contact centre environment. You'll play an important role in helping older Australians and their families access the support they need, while delivering positive experiences with every interaction.

Your responsibilities will include:

• Handle incoming and outgoing customer enquiries and client referrals
• Assess the nature of calls and determine the most appropriate response, including transfers and escalations when required
• Accurately record customer information and interactions within internal systems
• Manage a high volume of diverse customer interactions while maintaining service excellence
• Maintain current knowledge of Bolton Clarke services, funding programs, and fee schedules
• Deliver a consistently high standard of customer service across all communications
• Start Date: Monday, 7 December 2026
• Roster: Rotating roster Monday to Sunday, between 6:30am and 10:00pm (approximately 1-2 weekend shifts per month)
• Training & Orientation: Comprehensive 4-week structured training program to set you up for success
• Hybrid Working: Based at our Forest Hill office, with work from home flexibility available after 6 months, subject to performance standards being met

To be successful, you will have

• Previous experience in a call centre or customer service environment
• Aged care, healthcare or community services knowledge (highly regarded)
• Proven ability to work well in busy environments while providing a high level of customer service
• Strong Microsoft Office skills and confidence navigating multiple systems
• Proven ability in a professional environment to have attention to detail and to pass on information with clarity and accuracy
• Ability to work effectively in a team environment
• Outstanding verbal communication skills and a professional phone manner

Why Work For Bolton Clarke:

• Work from home flexibility after 6 months
• Free undercover onsite parking
• Structured training program and ongoing development opportunities
• Salary packaging up to $15,900 plus $2,650 meal and entertainment allowance
• A great team environment that warm and welcoming
• Employee referral program with rewards of up to $500
• Health Insurance discounts with Medibank
• Gym and Wellbeing benefitsEmployee Assistance Program
• Travel and Flight benefits
• Free Flu Vaccinations

Our commitment to diversity:

At Bolton Clarke we expect our staff to respect and value differences in age, disability, race, nationality, ethnicity, sexual orientation, gender identity, intersex status and family or marital status.

Appointment to this position and ongoing employment is subject to your commitment to supporting diversity and inclusion.