On-Site Trauma-Informed Customer Service Officer

Ashdown People; Newcastle; Presencial; AUD 35.000 - 47.000; Jornada completa

Descripción de la vacante

A Customer Service Officer role with Estate Management in Newcastle West is being filled through Ashdown People. The position is 100% on-site, Monday to Friday, 9:00 AM - 5:00 PM, under a contract through to 30/10/2026 with possible extension. Pay rate is 41.00 AUD per hour plus super.

Join a government agency in Newcastle West to deliver high-quality, specialist service across multiple channels, aligning with Customer Excellence Principles.

Formación

• De-escalation skills to manage sensitive situations professionally.
• Adaptability to fast-paced, high-volume contact center environments.
• Strong verbal and written communication with active listening.

Responsabilidades

• Multichannel support: respond to enquiries via phone, email, in person, and online chat.
• Trauma-informed service: apply de-escalation techniques for vulnerable clients.
• Compliance & record keeping: ensure interactions align with policies and log records accurately.
• Complaint resolution: manage complex enquiries and contribute to process improvements.

Conocimientos

De-escalation

Adaptability

Communication

Descripción del empleo

Customer Service Officer, Estate Management - Newcastle
Join a leading government agency in Newcastle West as a Customer Service Officer!
About the Role
We are seeking an empathetic and driven Customer Service Officer to join the Customer Engagement team within Estate Management in Newcastle West. In this key role, you will deliver high-quality, specialist service to clients across multiple communication channels, ensuring every interaction aligns with established Customer Excellence Principles.

Key Responsibilities

• Multichannel Support: Respond to inbound customer enquiries via phone, email, face-to-face, and online click-to-chat.
• Trauma-Informed Service: Apply de-escalation and trauma-informed communication techniques when assisting vulnerable clients experiencing grief, illness, or complex circumstances.
• Compliance & Record Keeping: Resolve customer enquiries in line with operating policies and maintain accurate interaction logs and transaction records in internal systems.
• Complaint Resolution: Manage complex enquiries, escalate unresolved issues appropriately, and contribute to continuous process improvement.

What We Are Looking For

• De-escalation Skills: Proven ability to manage sensitive situations, challenging behaviors, and high-stress scenarios professionally.
• Adaptability: Experience working in a fast-paced, high-volume contact center or customer service environment.
• Communication: Excellent verbal and written communication skills with strong active listening capabilities.

Position Details

• Location: Newcastle West, NSW (100% On-site | Monday to Friday, 9:00 AM – 5:00 PM)
• Duration: Contract through to 30/10/2026 (Possibility to extend)
• Pay Rate: $41.00 per hour + super (PAYG)

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