Support Officer

Anglicare; The Hills Shire Council; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Salary packaging

Professional development

Employee Assistance Program

Staff discounts

Job summary

Anglicare Sydney is seeking a dedicated Support Officer for our Retirement Village at Castle Hill. You will handle day-to-day admin, scheduling and resident inquiries, acting as the first point of contact to ensure residents feel informed and connected.

The role requires 2+ years in admin or customer service, proficiency with CRM and scheduling platforms, and strong communication. On-site work with a focus on safety and stakeholder engagement is essential.

Qualifications

• Minimum 2 years' experience in administration, scheduling or customer service roles.
• Experience using CRM systems, scheduling platforms or similar business systems.
• Strong customer service and stakeholder management skills.
• Excellent written and verbal communication abilities.
• High attention to detail and strong data accuracy skills.
• Ability to manage competing priorities in a fast-paced environment.
• Strong problem‑solving and organisational skills.
• Intermediate Microsoft Office skills.
• Ability to work in a dynamic environment.

Responsibilities

• Provide exceptional customer service to residents, families and stakeholders.
• Manage inbound calls, emails and enquiries in a timely and professional manner.
• Triage resident enquiries and coordinate resolutions with relevant teams.
• Maintain accurate resident information within CRM and associated systems.
• Coordinate scheduling requests and service changes efficiently.
• Ensure records, documentation and correspondence are completed accurately and on time.
• Support service coordination activities to meet resident needs and expectations.
• Build strong working relationships with residents, families, care teams and village staff.
• Liaise with internal and external stakeholders to ensure enquiries are resolved promptly.
• Communicate clearly and professionally across multiple channels.
• Contribute to process improvements that enhance resident and team experiences.
• Support managing KPI achievement relating to resident enquiries, scheduling and service delivery.
• Uphold Anglicare's Mission, Vision and Values in all interactions.
• Promote a positive safety culture through active participation in WHS activities.
• Maintain a safe, respectful and inclusive work environment.
• Report hazards, incidents and near misses in accordance with organisational requirements.

Skills

Administration

Scheduling

Customer service

CRM systems

Communication

Data accuracy

Organisational skills

Problem solving

Microsoft Office

Tools

CRM software

Scheduling platforms

Job description

Transform lives, every single day Do you want a career that means more? At Anglicare Sydney, we bring the strength, the support and the strategy to make it happen. We are a well-respected not-for-profit that’s been serving society’s most vulnerable for more than 170 years. Each year, we achieve life-changing outcomes for the 40,000+ people who rely on our person‑centred support. And now, we’re extending our reach and impact even further.

As a Support Officer, you will play a key role in creating a positive resident experience by providing exceptional administrative, scheduling and customer service support within our Retirement Villages. You will be the first point of contact for many resident enquiries, helping ensure residents feel supported, informed and connected to the services they need.

Opportunity

This is a full-time permanent onsite role based at Castle Hill Village between Monday to Friday with occasional weekend rostered hours to support operational requirements.

As a Support Officer, you will support the day‑to‑day administrative operations of an Anglicare Retirement Village, working closely with residents, their families, onsite health and care teams, village teams and external stakeholders.

Resident Support & Customer Service

• Provide exceptional customer service to residents, families and stakeholders
• Manage inbound calls, emails and enquiries in a timely and professional manner
• Triage resident enquiries and coordinate resolutions with relevant teams

Scheduling & Administration

• Maintain accurate resident information within CRM and associated systems
• Coordinate scheduling requests and service changes efficiently
• Ensure records, documentation and correspondence are completed accurately and on time
• Support service coordination activities to meet resident needs and expectations

Stakeholder Engagement

• Build strong working relationships with residents, families, care teams and village staff
• Liaise with internal and external stakeholders to ensure enquiries are resolved promptly
• Communicate clearly and professionally across multiple channels

Continuous Improvement & Compliance

• Contribute to process improvements that enhance resident and team experiences
• Support managing KPI achievement relating to resident enquiries, scheduling and service delivery
• Uphold Anglicare's Mission, Vision and Values in all interactions

Safety & Workplace Culture

• Promote a positive safety culture through active participation in WHS activities
• Maintain a safe, respectful and inclusive work environment
• Report hazards, incidents and near misses in accordance with organisational requirements

What You’ll Bring

You are organised, proactive and customer‑focused, with a genuine passion for supporting older people and creating positive experiences. You will also need:

• Minimum 2 years' experience in administration, scheduling or customer service roles
• Experience using CRM systems, scheduling platforms or similar business systems
• Strong customer service and stakeholder management skills
• Excellent written and verbal communication abilities
• High attention to detail and strong data accuracy skills
• Ability to manage competing priorities in a fast-paced environment
• Strong problem‑solving and organisational skills
• Intermediate Microsoft Office skills
• Ability to work in a dynamic environment

Why Anglicare?

We provide meaningful opportunities and choice, both for the individuals and communities we support and the dedicated people here who make it happen. At Anglicare, you’ll get the security, stability and opportunities that come with a strong, well‑established organisation that’s ready for the future. You’ll belong to a community of kind, humble and respectful people of all faiths and backgrounds. You will also be supported to gain new knowledge, deepen your experience and expertise, and shape a rewarding career.

On top of that, here are just some of the tangible benefits you will enjoy in a career with us:

• Pay less tax on your income and increase your take home pay. With salary packaging, up to $15,900 of your income is tax free.
• Spend up to $2,650 on accommodation, meals and entertainment also tax free with salary packaging.
• Ongoing professional development and leadership training to advance your career
• Exclusive discounts to over 400 retailers
• Employee Assistance Program and Fitness Passport with discounts to over 800 gyms for you and your family

Staff Rewards

Enjoy access to our staff rewards portal, with exclusive discounts to over 400 retailers, free wellbeing resources and more.

Salary Packaging

Pay less tax on your income and increase your take-home pay! With salary packaging, up to $15,900 of your income is tax free. You can also spend up to $2,650 on accommodation, meals and entertainment ... tax free!

Employee Assistance Program

At Anglicare, we care about your mental wellbeing, both at work and at home. Our confidential Employee Assistance Program provides free counselling as you need it.

Employee Referral Program

Be rewarded with a $1,200 incentive every time you help us find the right person for a permanent role! Simply go to our careers page, refer a friend for a permanent role, and if they're hired, you’ll receive an additional $1,200 (taxable) payment when they reach six months of service.

Formal Recognition

The Performance Review process supports your professional goals through ongoing conversations and feedback from your manager. Your Annual Review Conversation provides an opportunity to formally recognise and reward outstanding performance through career progression, skill development and secondment.

Inclusivity

Anglicare is as wonderfully diverse as the customers and communities we support. While we are guided by our Christian‑based values, our team includes people of all faiths and backgrounds who share our commitment to serving others, and we value the diverse perspectives they bring. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, genders, abilities and cultural backgrounds.

Application Close Date: November 09, 2026

Are you ready for a career that means more? We bring the strength, the support and the strategy to make it happen. At Anglicare, we’re building a future where every voice counts. We celebrate diversity, champion equity, and foster a culture of belonging - because your unique perspective helps shape stronger communities. Joining our team means becoming part of a values‑led community, committed to transforming lives across aged care, housing, mental health, disability and family services. Here, you'll find the stability and support to build a meaningful career while making a positive impact in the lives of our society’s most vulnerable people. Because your passion for helping others deserves a home where it can truly flourish. Anglicare is where you can do the best work of your life.