Service Support Officer

UnitingCare Wesley Bowden; Australia; Hybrid; AUD 56,000 - 112,000; Full time

Benefits offered by this job

Salary packaging

Career development

Mental health support

Flexible leave

Superannuation

Staff discounts

Job summary

UnitingCare Wesley Bowden is seeking an experienced Service Support Officer to join the Aged Care Services division. You will be the first point of contact for customers and home care workers, ensuring person-centred care and timely responses in shifting situations.

Key duties include scheduling services, rostering staff and handling inquiries across services, with an emphasis on empathy, teamwork, and adherence to safeguarding standards.

Qualifications

• Demonstrated ability in high-pressure customer service with person-centred approaches.
• Ability to apply knowledge of statutory requirements.
• Experience with community networks and services.
• Flexibility to adapt skills for varied customer needs across programs.

Responsibilities

• Schedule services and allocate home care staff in the CMS.
• Handle a wide range of customer service queries relating to services.
• Support home care staff with rostering and service-related inquiries.

Skills

Interpersonal skills

Problem-solving

Statutory knowledge

Community networks

Adaptability

Outcomes-focused service delivery

Microsoft Office

Cloud-based software

Police clearance & WWCC

Tools

Microsoft Office

Cloud-based software

Job description

We are seeking an experienced Service Support Officer to join our Aged Care Services division. You will work closely with the Home and Support services team to support the delivery of a high-quality customer experience for our aged care customers. You will be the first point of contact for our customers and home care workers, ensuring provision of person-centred principles and responding efficiently to emerging situations.

Key Responsibilities

• Undertake the scheduling of services and allocation of home care staff within the customer management system.
• Support our aged care customers on a wide range of queries in relation to their services.
• Support our home care staff on a wide range of initial queries in relation to rosters and services.

Pay Rates

• SCHADS Level 3 Pay Point 1: $40.49 per hour
• Saturday rate: $60.74 per hour
• Sunday rate: $80.98 per hour

Estimated fortnightly earnings: approximately $2,693 before tax, excluding superannuation, allowances, on-call payments and any overtime.

About You

You will be someone with strong interpersonal skills who enjoys helping others and can engage with diverse customers who come with complex needs. You will be a true team player and be adaptable to the changing needs of the team and our customers on a day-to-day basis.

Working Hours

• Saturday 7.5hrs
• Sunday 7.5hrs
• Two weekdays 3.5hrs each day
• May be required to undertake on-call duties with payment as per the SCHADS Award.

Skills and Experience

You will have:

• The ability to work in a high-pressure customer service environment with person-centred approaches, inclusion and empathy
• Strong problem-solving skills
• Demonstrated ability to acquire and apply knowledge of statutory requirements
• Working knowledge of community networks and services
• The capacity to adapt skills and knowledge to meet a range of customer needs across different program types
• Demonstrated understanding of outcomes-focused service delivery and community development principles
• Competence in the Microsoft Office suite of programs and cloud-based software
• Current National Police Clearance and Working with Children Check.

Previous experience in a rostering or scheduling role is not required but would be an advantage.

Our purpose:

Together we build connected and thriving communities.

Our Values:

• Bold and Brave
• Open and Curious
• Connect and Belong.

Our Strategy:

• Innovate and build thriving communities
• Grow positive impact together with community
• Mobilise our vibrant, engaged, learning organisation.

We build connected and thriving communities with a team of over 220 staff and volunteers. For 140 years, we’ve been walking alongside people to create positive futures and lead independent lives they are proud of. We deliver services in Aged Care, Children & Family, Financial Health, Mental Health, NDIS, and childcare.

At UCWB, we celebrate the power of difference and the strength that harnessing our differences creates. We value the experience and expertise of people from all cultures, ages, spiritualties, disabilities, genders, sexualities, thinking patterns, caring status, bodies and backgrounds. We are committed to action that makes our organisation and the wider community welcoming, safe and inclusive.

What we can offer you

You’re joining an organisation that truly cares about your wellbeing, values what you do and celebrates success.

• Industry-leading job satisfaction and workplace flexibility.
• Salary packaging/tax free income for eligible employees offering 6-12% increase in your take-home pay (package up to $15,900 per year pre-tax and an additional $2,650 Meals and Entertainment).
• An equal opportunity workplace where diversity, inclusion and lived experience are genuinely valued.
• Career and personal development opportunities.
• Personalised support and counselling for mental health challenges for you, your immediate household members, in person, over the phone or online.
• Flexible leave provisions including access to 4 weeks paid parental leave in excess of the government scheme for eligible employees, option to apply for up to 2 weeks leave in advance (upon successful completion of probation) portable long service leave.
• Superannuation Guarantee paid on every eligible dollar earned.
• Discounts on a range of products and services through our salary packaging provider Community Business Bureau (CBB).

You will thrive in a supportive workplace which celebrates its rich, diverse and inclusive workforce.

Location

This role will be a work from home for the weekend shifts, with the office-based shifts at Bowden just a short walk to the popular Plant 3 and Plant 4 entertainment complex in Gibson Street.

UCWB will provide reasonable adjustments for applicants with a disability throughout the recruitment process.

Applications close at 5.00pm on Tuesday 8th September 2026.