Remote Support Officer – Leaving Violence Program

Telstra Health; City of Brisbane; Remote; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Telstra mobile plan

Home internet discount

Parental leave (16 weeks)

Career breaks

Wellbeing support

Employee discounts

Novated leasing

Job summary

Telstra Health is hiring for a Support Officer in the Leaving Violence Program. This role involves handling high-volume calls and digital inquiries to support victim-survivors, explain available services, and coordinate appointments from a home-based setting.

You will document interactions in CRM/case management systems, escalate risks when needed, and work within trauma-informed, culturally safe practices across Australia.

Qualifications

• Experience in a high-volume contact centre or call centre.
• Ability to handle sensitive or emotional conversations with empathy.
• Strong communication skills with diverse individuals and communities.
• Accurate documentation across multiple systems in fast-paced settings.
• Commitment to confidentiality and trauma-informed practice.

Responsibilities

• Handle a high volume of back-to-back interactions via phone and digital channels.
• Provide clear, accurate information about the Leaving Violence Program and available support.
• Assist with appointments, payments and service-related enquiries.
• Document interactions across CRM and case management systems in real time.
• Coordinate appointments and facilitate warm transfers or escalations to specialists.
• Identify and escalate risk or issues beyond the role scope.
• Deliver trauma-informed, person-centred and culturally safe support.

Skills

High-volume contact centre experience

Empathetic communication

Verbal and written communication

CRM and case management documentation

Attention to detail

Trauma-informed service

Cultural safety

Remote work readiness

Education

Undergraduate degree or Cert III+ in relevant field

Tools

CRM systems

Case management software

Job description

Telstra Health is hiring for a Support Officer in the Leaving Violence Program. This role involves handling high-volume calls and digital inquiries to support victim-survivors, explain available services, and coordinate appointments from a home-based setting.

You will document interactions in CRM/case management systems, escalate risks when needed, and work within trauma-informed, culturally safe practices across Australia.