Trauma-Informed Client Support Specialist

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

Benefits offered by this job

Salary packaging

Gifted leave at Christmas and Easter (

Employee Assistance Program

Job summary

Good Shepherd Australia New Zealand (GSANZ) is seeking a Client Services and Support Officer to be the first point of contact for clients accessing services via telephone and digital channels.

You will assess needs, resolve enquiries and connect clients with internal or external services using a trauma-informed, client-centred approach to ensure accessible and tailored support for people from diverse backgrounds with complex needs.

Qualifications

• Certificate or Diploma in Community Services is desirable.
• Experience in community services, financial capability service delivery or a contact centre environment, with a strong client-centred approach.
• Mandatory: ability to work rostered shifts between 7:00 am and 7:00 pm, with a current National Police Check, Employee Working with Children Check and right to work in Australia.

Responsibilities

• Serve as the first point of contact for clients through telephone and digital channels.
• Assess client needs, respond to enquiries and provide clear information about available support.
• Resolve general enquiries and refer complex matters to appropriate internal or external services.
• Deliver high-quality, trauma-informed support that empowers clients to make informed choices.
• Maintain accurate client information and deliver services in line with organisational procedures, standards and compliance requirements.

Skills

Client-centered approach

Trauma-informed care

Strong communication

Education

Certificate or Diploma in Community Services

Tools

Microsoft Office

Client databases

Job description

Good Shepherd Australia New Zealand (GSANZ) is seeking a Client Services and Support Officer to be the first point of contact for clients accessing services via telephone and digital channels.

You will assess needs, resolve enquiries and connect clients with internal or external services using a trauma-informed, client-centred approach to ensure accessible and tailored support for people from diverse backgrounds with complex needs.