Redress Support Officer - WA

Chandler Macleod Group; Canberra; On-site; AUD 60,000 - 75,000; Full time

Job summary

Chandler Macleod Group is seeking a motivated Service Officer to join our client’s team in a meaningful role where your work creates real impact for the community in Canberra. This is an office-based role.

As the first point of contact for customers, you will deliver high-quality service while handling sensitive, complex or emotionally charged enquiries. Strong communication, empathy and sound judgement are essential to success.

Qualifications

• Be an Australian citizen and able to obtain security clearances.
• Experience handling sensitive, escalated or complex enquiries.
• Strong written and verbal communication skills.
• Ability to remain resilient in high-volume environments.
• Experience applying trauma-informed principles and policy guidance.

Responsibilities

• Serve as the first point of contact for customers and provide high-quality service.
• Manage sensitive or emotionally charged enquiries with empathy and clear judgement.
• Apply relevant legislation, policies and information-management guidelines.
• Record interactions accurately and maintain data integrity.
• Support customers in a government or service-delivery context.

Skills

Attention to detail

Communication skills

Problem solving

Empathy

Resilience

Cultural competency

Job description

Chandler Macleod is currently seeking motivated and resilient Service Officers/ Contact Center Officersto join our client’s team in a meaningful role where your work creates real impact for the community inPerth. This is an office-based role.

About the Role:

As a Service Officer, you will be the first point of contact for customers, delivering high-quality service while managing sensitive, complex or emotionally charged enquiries. Success in this role requires empathy, sound judgement, and the ability to thrive in a fast-paced, evolving environment.

Key Skills & Experience

• Exceptional attention to detail, with strong written and verbal communication skills
• Ability to problem-solve and make sound, evidence-based decisions
• Resilience, adaptability, and effective self-management in high-volume environments
• Demonstrated empathy and capability in managing sensitive, escalated or complex conversations
• Strong research, analysis, and decision‑making skills supported by subject matter knowledge
• Experience applying legislation, policies and procedures in a professional setting
• Ability to manage complex calls and adapt quickly to change
• Experience working with Aboriginal and Torres Strait Islander peoples, communities or service providers, demonstrating cultural competency and an understanding of historical and contemporary issues

Desirable Qualifications & Experience

• Previous experience in customer service or administrative roles
• Background in mental health, physical health, emotional wellbeing, aged care or community care (in an administrative capacity)
• Experience in roles involving phone-based customer contact (call centre or equivalent), including both inbound and outbound calls

Our Ideal Candidate

Someone who:

• Communicates with confidence and clarity, both verbally and in writing
• Understands and applies trauma-informed principles to deliver high-quality support
• Can effectively interpret and apply legislation, policy and information management guidelines
• Demonstrates accuracy and attention to detail in processing and recording information
• Thrives in a complex, high-workload environment with changing priorities
• Applies critical thinking and maintains a solution-focused approach to problem-solving

Highly Regarded:

• Experience working within a government, regulatory or service delivery environment.
• Experience engaging with Aboriginal and Torres Strait Islander peoples, communities and service providers.
• Understanding of cultural competency and contemporary issues affecting Aboriginal and Torres Strait Islander peoples.

Eligibility:

To be considered for this opportunity, applicants must:

• Be an Australian Citizen.
• Be able to obtain and maintain any required security clearances.
• Declare any actual, perceived or potential conflicts of interest throughout the recruitment and employment process.

At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.

You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.