Member Experience Specialist

Capricorn; Perth; Hybrid; AUD 55,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Development opportunities

Paid parental leave

Social events

Wellness program

Gym membership near office

Private health benefits

Leave purchase

Job summary

Capricorn is seeking a Customer Service Officer to be the first point of contact for Members, Suppliers, Shareholders and authorised business contacts. You will respond to enquiries, perform identity and authority checks, update records and help customers navigate digital and self-service channels, delivering accurate account and service support.

This varied contact centre role requires clear communication, good judgement and attention to detail as you work across Capricorn's systems to provide

Qualifications

• Strong verbal communication and active listening across phone and email.
• Customer-focused approach with ability to resolve or refer enquiries.
• Attention to detail and accurate records.
• Ability to learn and use multiple systems and digital tools.
• Manage high volumes of enquiries while maintaining service quality.
• Follow procedures, controls, and escalation pathways.
• Collaborative approach and ongoing capability development.
• Experience in customer service, contact centre or admin preferred.
• Experience with procedures, customer records or transaction-based systems.

Responsibilities

• Serve as first point of contact for Members, Suppliers, Shareholders and authorised contacts.
• Respond to inbound enquiries and perform identity checks.
• Update records and assist customers with digital and self-service channels.
• Resolve enquiries at first contact where possible.
• Coordinate with specialist teams as needed.
• Work across multiple systems and information sources with accuracy.
• Follow privacy and confidentiality requirements.

Skills

Verbal communication

Active listening

Customer-focused

Attention to detail

Multitasking

Collaboration

Procedures & escalation awareness

Education

Relevant customer service or financial services qualifications

Tools

Microsoft Office

Job description

Capricorn is seeking a Customer Service Officer to be the first point of contact for Members, Suppliers, Shareholders and authorised business contacts. You will respond to enquiries, perform identity and authority checks, update records and help customers navigate digital and self-service channels, delivering accurate account and service support.

This varied contact centre role requires clear communication, good judgement and attention to detail as you work across Capricorn's systems to provide