Redress Support Officer - WA

Chandler Macleod; Parkes; On-site; AUD 52,000 - 66,000; Full time

Job summary

Chandler Macleod is seeking motivated Service Officers/Contact Center Officers to join our client’s team in a meaningful role where your work creates real community impact. This is an office-based position in Australia.

You will be the first point of contact for customers, delivering high-quality service while handling sensitive enquiries with empathy, sound judgement and resilience in a fast-paced environment.

Qualifications

• Experience applying legislation, policies and procedures in a professional setting.
• Strong communication skills, both written and verbal.
• Ability to manage sensitive or escalated conversations with empathy.
• Accurate and detail-oriented information processing and recording.

Responsibilities

• Be the first point of contact for customers, delivering high-quality service.
• Manage sensitive, complex or emotionally charged enquiries with sound judgement.
• Handle high-volume interactions in a fast-paced environment while maintaining professionalism.

Skills

Attention to detail

Written and verbal communication

Problem solving

Resilience and adaptability

Empathy for sensitive conversations

Research and analysis

Legislation and policy application

Complex calls handling

Cultural competency with Indigenous*

Job description

Chandler Macleod is currently seeking motivated and resilient Service Officers/ Contact Center Officers to 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:

• 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.