Customer Support Officer

icare; Sydney; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Flexible hybrid working

Health subsidies

Career development

Employee benefits

Inclusive culture

Job summary

icare is seeking a Customer Support Officer to assist builders, homeowners and brokers with the Home Building Compensation Scheme and digital services. You’ll handle high-volume calls and emails in a structured environment, with two weeks of training and then a hybrid work pattern (three days in the office, two days remote).

You’ll investigate inquiries, provide clear, accurate information and maintain customer records while contributing to process improvements as the service evolves.

Qualifications

• Experience in a high-volume customer service environment.
• Ability to listen, investigate and provide accurate information.
• Comfort navigating digital tools and case management systems.
• Insurance or regulated environment experience preferred.

Responsibilities

• Be a first point of contact for customers, responding to 35–40 calls and 15–20 emails daily.
• Listen to customer needs, investigate enquiries and provide clear information.
• Support customers navigating the Home Building Compensation Scheme and its digital services.
• Manage customer requests and workflows accurately within case management systems.
• Balance calls, emails and priorities to meet service timeframes and deliver a consistent customer experience.
• Maintain accurate customer records and escalate where needed.
• Identify opportunities to improve customer support processes as the team evolves.

Skills

Call center experience

Customer service

Empathy & active listening

Clear communication

Organisation & prioritisation

Job description

The work helps protect homeowners when building work is incomplete or defective and supports a residential building scheme people can rely on.

As a Customer Support Officer, you’ll be part of a growing frontline team supporting builders, homeowners and brokers across phone and email channels. You’ll investigate enquiries, provide clear and accurate information and help customers navigate icare’s Home Building Compensation Scheme and its digital services. You’ll work in a structured, high-volume environment where your ability to listen, investigate and provide a helpful customer experience will be key.

You’ll receive two weeks of structured on-the-job training in the office to help you build the knowledge and confidence you need in the role. Following training, you’ll transition to hybrid working, with three days in the office and two days from home.

What you’ll be working on

• Be a first point of contact for customers, responding to approximately 35–40 calls and 15–20 emails each day.
• Listen to customer needs, investigate enquiries and provide clear, accurate and helpful information.
• Support builders, homeowners and Service Providersas they navigate the Home Building Compensation Scheme and its digital services.
• Manage customer requests and administrative workflows accurately within customer and case management systems.
• Balance calls, emails and competing priorities to meet agreed service timeframes and deliver a consistent customer experience.
• Maintain accurate customer records and escalat...
• Identify opportunities to improve customer support processes as the team and service continue to evolve.

What you’ll bring

• Experience supporting customers in a call centre, contact centre or similar high-volume customer service environment.
• The ability to communicate clearly and empathetically with customers, including when conversations are challenging or customers need additional support.
• Confidence managing a consistent volume of calls, emails and routine tasks while maintaining accuracy and service quality.
• Strong organisation and prioritisation skills, with the ability to investigate information before responding to customer enquiries.
• A collaborative and adaptable approach, with confidence learning new systems, processes and digital tools.
• Experience in insurance, financial services or another regulated customer service environment would be highly regarded.

What we offer

• Work-life balance: Flexible and hybrid working arrangements
• Health and wellbeing: Gym subsidies, health checks, and EAP support
• Career development: Learning opportunities to grow your skills and career
• Employee benefits: Extra leave, health insurance discounts, salary packaging and novated leasing
• Inclusive culture: Recognition programs, mental health initiatives and support for hidden disabilities

About icare

icare provides insurance and care to the people, businesses and communities of NSW. Our work supports recovery, independence and safer workplaces. We protect homes, public assets; and essential services, and help manage schemes that need to remain fair, affordable and sustainable for the future. We believe the better we do, the better for NSW.

We welcome and support people of all abilities and backgrounds to apply and we are committed to creating a workplace where people feel they belong, can contribute their best and have the support they need to thrive. For us, inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve if you need adjustments during the process please note this in your application.

Before you applyTo be eligible for this opportunity, you’ll need unrestricted Australian working rights and be able to live and work in NSW. This includes Australian citizens, permanent residents and New Zealand citizens with a current passport. As part of our recruitment process, you’ll also be asked to complete standard pre-employment checks, including a criminal history check.

Please note: icare operates a direct sourcing model and does not accept agency introductions.