Customer support hub officer

Mission Australia; Kingswood; On-site; AUD 74,000 - 91,000; Full time

Benefits offered by this job

Not-for-profit salary packaging

Counselling services

Volunteer opportunities

Job summary

Mission Australia Housing in Kingswood, NSW is looking for a Customer Support Officer to be the first point of contact for tenants, clients and community members. You will handle enquiries with empathy and accuracy, delivering a positive customer experience across housing services.

You will coordinate maintenance requests, update client records, manage shared inboxes and work with stakeholders to connect customers with essential supports, using a trauma-informed approach.

Qualifications

• Experience in customer service/contact Centre environments.
• Strong administration and data entry skills.
• Proficiency in Microsoft Office.
• Knowledge of the social housing sector and the challenges facing vulnerable Australians.

Responsibilities

• Serve as the first point of contact for tenants, clients and stakeholders via phone, email and online channels.
• Resolve a broad range of enquiries, provide accurate information and manage expectations.
• Coordinate and process maintenance requests and service enquiries.
• Maintain accurate client records across CRM, asset and document systems.
• Manage shared inboxes, work queues and administrative processes.
• Build strong relationships with tenants, contractors, community organisations and government agencies.
• Support vulnerable customers using a trauma-informed approach.

Skills

Customer service

Phone & email support

Data entry

Microsoft Office

Strong communication

Tools

CRM systems

Job description

Permanent Full-Time Position | 35 hours per weekLocation: Kingswood, NSW 2747Salary: $82,400 + Super + NFP Salary Packaging BenefitsMake a meaningful difference to the lives of Australians in needLife at Mission AustraliaWhen you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive. United by our Christian purpose and values, we advocate for a fairer Australia, to meet the growing needs of people across the country. Together we are building hope and possibility for all.Your opportunityJoin Mission Australia Housing as a Customer Support Officer and be the first point of contact for tenants, clients and community members. In this fast-paced and rewarding role, you will handle enquiries, provide accurate information and support, coordinate administrative tasks, and help deliver a positive customer experience across our housing services.If you enjoy helping people, thrive in a customer-focused environment, and take pride in providing professional and compassionate service, this is an opportunity to make a genuine difference in the lives of our customers and communities.Your key responsibilities will be to:Serve as the first point of contact for tenants, clients, and stakeholders, responding to phone, email, and online enquiries in a professional, empathetic, and timely manner.Resolve a broad range of customer enquiries; providing accurate information, managing expectations, and ensuring positive outcomes wherever possible.Coordinate and process maintenance requests, service enquiries, and support referrals, ensuring all actions are recorded and managed in line with policies and service standards.Maintain accurate and up-to-date client records across customer relationship management, asset management, and document management systems.Manage shared inboxes, work queues, and administrative processes to support the efficient operation of the Customer Hub.Build strong working relationships with tenants, colleagues, contractors, community organisations, government agencies, and other key stakeholders.Support vulnerable customers using a trauma-informed approach, handling sensitive situations with discretion while identifying opportunities to connect tenants with additional support services.Monitor enquiries through to completion, escalating complex issues when required and contributing to service improvements, customer satisfaction, and achievement of key performance targets.Requirements for successExperience in customer service/contact Centre environments - managing high-volume enquiries across phone, email, and digital channels.Strong communication skills, manage sensitive conversations, and deliver exceptional customer service.Strong administration and data entry skills.Proficiency in Microsoft OfficeKnowledge of the social housing sector and the challenges facing vulnerable and low-income Australians, with a compassionate and solutions-focused approach.Before starting work with us, you will need to undertake a national police history check, qualifications, and referee checks, and have a clearance to work with children/vulnerable people.Your benefitsTo ensure our employees feel valued, empowered, and celebrated, we provide a range of employee benefits including:Rewarding work – every day you know you’re making a real differenceNot-for-profit salary packaging, reducing your taxFree external, confidential counsellingVolunteering opportunitiesOpportunity to purchase additional annual leaveExtra leave including: Mission Australia Thank You Day & Work Anniversary Day offOur cultureOur innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career.We prioritise the safety and wellbeing of everyone, both within our team and the individuals we serve.We are committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. So, whoever you are, if you’re skilled and actively support our purpose and values, you would be welcome at Mission Australia.If you live with disability and require support to submit your application, please email [e-mail] strongly encourage applications from people who identify as Aboriginal or Torres Strait Islander. For culturally safe support or assistance with your application, please contact us at [e-mail]