Customer Support Consultant

Forward Ability Support; Sydney; Hybrid; AUD 60,000 - 70,000; Full time

Benefits offered by this job

4‑day work week

Hybrid work

Salary packaging

Comprehensive training

Parental leave

Job summary

Forward Ability Support is seeking a Customer Support Consultant in Newington, NSW, with a permanent full-time role featuring a 4-day work week. The position supports people with spinal cord injuries and complex health conditions, providing compassionate help via phone and email, and guiding customers to suitable products and services.

Initial training lasts four weeks in office, after which a hybrid model allows up to two days remote.

Qualifications

• Previous customer service or contact centre experience.
• Excellent communication and active listening skills.
• Genuine passion for helping others.
• Strong attention to detail and problem-solving skills.
• Confidence using multiple computer systems.

Responsibilities

• Respond to customer enquiries via phone and email.
• Provide compassionate, professional support to customers, carers and providers.
• Help customers find the right products and solutions.
• Resolve enquiries where possible with first call resolution.
• Work closely with the team to deliver an exceptional customer experience.

Skills

Customer service

Active listening

Empathy

Attention to detail

Tech-savvy

Job description

Full-Time | 4-Day Work Week | Hybrid | Newington, NSW

Make a real difference while enjoying more time for life.

Looking for a customer service role that’s more than just answering phones?

At Forward Ability Support, you’ll help people living with spinal cord injuries and other complex health conditions access the products and support they need—all while enjoying a permanent full-time role with a unique 4-day work week.

Whether you’re an experienced contact centre professional or looking to grow your career, we’ll provide comprehensive training and ongoing support to help you succeed.

Why you’ll love working with us

• Permanent full-time with a 4-day work week – enjoy a regular rostered day off every week.
• Hybrid working – work from home up to 2 days per week after training.
• Purpose-driven work – every conversation makes a genuine difference in someone’s life.
• Competitive Salary + Super + Salary Packaging – increase your take-home pay with generous Not-for-Profit benefits.
• Comprehensive training – we’ll set you up for success with a structured onboarding program.
• Additional leave benefits, paid parental leave and wellbeing support, extra 2 days Forward Leave and Long Service Leave after 5 years.

About Us

Forward Ability Support is a respected not-for-profit organisation with over 60 years’ experience supporting people with spinal cord injuries and related health conditions to live independently and confidently.

Our social enterprise, BrightSky Australia, supplies medical consumables and equipment to individuals, aged care providers, disability services and government organisations across Australia. Every purchase helps fund programs that support our community, meaning your work has a direct and lasting impact.

About The Role

As a Customer Support Consultant, you’ll be the friendly and knowledgeable first point of contact for customers, carers and healthcare providers.

Your Day Will Include

• Responding to customer enquiries via phone and email.
• Providing compassionate, professional support.
• Helping customers find the right products and solutions.
• Resolving enquiries wherever possible through first call resolution.
• Working closely with your team to deliver an exceptional customer experience.

About You

You’ll be someone who enjoys helping people and thrives in a structured, fast-paced environment.

Ideally, You’ll Bring

• Previous customer service or contact centre experience.
• Excellent communication and active listening skills.
• A genuine passion for helping others.
• Strong attention to detail and problem-solving skills.
• Confidence using multiple computer systems.

You’ll Also Need

• Full Australian working rights.
• Willingness to complete a National Police Check, NDIS Worker Screening Check and pre-employment health questionnaire.

What You Need To Know

• Permanent Full-Time position.
• Competitive Salary + Super + Not-for-Profit Salary Packaging.
• Located in Newington, NSW.
• Initial training: 4 weeks in the office, Monday to Friday, 8:30am–4:30pm.
• Following training, you’ll move to a 4-day work week (7:30am–5:30pm) with one regular rostered day off (Tuesday, Wednesday or Thursday).
• Hybrid working available after successful completion of training (up to 2 days from home).
• Immediate start available.
• Internal applicants of Forward and BrightSky must inform their current Manager of their intention to apply for a role before submitting their application.

Forward Ability Support is an EEO Employer and people from culturally and linguistically diverse backgrounds are encouraged to apply. Successful applicants will be required to consent to a National Police Check, NDIS Worker Screening Check, pre-employment health questionnaire and reference checks.