Trauma-Informed Client Services & Support Officer

Good Shepherd Australia New Zealand; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Salary packaging up to $15,900 p.a.

Gifted leave at Christmas and Easter

Employee Assistance Program

Job summary

Good Shepherd Australia New Zealand is seeking a Client Services and Support Officer in Melbourne to be the first contact for clients seeking services via phone and digital channels. You will assess needs, provide information, resolve enquiries and connect clients with internal or external services in a trauma-informed, client-centred way.

The role requires strong communication, empathy and organisation, with rostered shifts between 7:00 am and 7:00 pm.

Qualifications

• Certificate or Diploma in Community Services is desirable.
• Experience in community services, financial capability service delivery or a contact centre environment.
• Mandatory: National Police Check, Working with Children Check and right to work in Australia.

Responsibilities

• Serve as the first point of contact for clients via telephone and digital channels.
• Assess client needs and provide clear information about available support.
• Resolve general enquiries and refer complex matters to appropriate services.
• Deliver trauma-informed, high-quality support that helps clients make informed choices.
• Maintain accurate client information and ensure compliance with procedures.

Skills

Client services

Communication

Trauma-informed approach

Education

Certificate or Diploma in Community Services

Tools

Microsoft Office

Client databases

Job description

Good Shepherd Australia New Zealand is seeking a Client Services and Support Officer in Melbourne to be the first contact for clients seeking services via phone and digital channels. You will assess needs, provide information, resolve enquiries and connect clients with internal or external services in a trauma-informed, client-centred way.

The role requires strong communication, empathy and organisation, with rostered shifts between 7:00 am and 7:00 pm.