About the Role

The Customer Feedback Officer is responsible for ensuring high quality customer service through the management of media threats, critical incidents and managing the resolution of customer complaints, within given timescales.

You will deliver a high standard of customer service to all customers whilst driving the resolution of customer complaints, adhering to strict WorkSafe guidelines.

Responsibilities

Your responsibilities will include:

• Providing a high standard of professional and personalised customer service for the Victorian Business Unit, with a view to minimise complaints received and improve service outcomes
• Registering and acknowledging all complaints received & ensuring they are resolved within agreed timeframes, ensuring the needs of the customer are considered by our people in every interaction we have with them
• Delivering high quality customer service towards all parties involved in the claims and premium management process within acceptable timeframes
• Listening to, and always understanding the customer point of view during the feedback and complaints process
• Reviewing and following up all critical incidents, ensuring they are managed within the critical incident guidelines and escalating where appropriate
• Actioning all media threats received, following up with relevant internal and external stakeholders to ensure risk is mitigated wherever possible
• Where appropriate, escalating identified root causes for complaints to our customer service team to assist in achieving improved customer satisfaction levels
• Providing reporting on complaint resolutions, media threats and critical incidents for management review

Qualifications

We’re interested in hearing from people who possess:

• Previous experience in complaints resolution
• Workers Compensation and/or Claims Management experience
• Exceptional customer service skills
• ASIST Trained, or willingness to undertake
• Certificate of personal Injury management or other Industry specific qualifications will be ideal

To apply

Be engaged with a high performing and agile team backed by a positive culture. If this sounds like your future career, then we want to hear from you today! Click on Apply for this Job.

To be considered for this opportunity you must have right to live and work in Australia when applying. Agency applicants will not be considered for this position.

Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Do you have a passion for helping people? Are you a tech-savvy, empathetic communicator with experience in managing high-risk and complex vulnerable customer cases?

Randstad is seeking multiple specialist care lead consultants to join a dynamic team with a vibrant national client, located in Melbourne Docklands! This is your chance to build a lasting career with comprehensive training.

Skills and Experience Required:

• Demonstrable experience in managing high-risk and complex vulnerable customer cases within a professional setting.
• Resilience and Composure: A proven ability to work under pressure and efficiently manage competing, complex priorities without sacrificing quality or service standards.
• Empathy and Communication: The ability to couple technical clarity with a genuine degree of empathy, ensuring customers feel heard and valued, even when distressed.
• A tech-savvy approach to problem-solving and case management.
• A trusted and collaborative team member focused on building positive internal relationships.

Location and Roster:

This is a full-time, head office-based role in Docklands, Melbourne.

One day work from home once training is complete.

This role involves a rotating 7 day, Monday to Sunday, 24/7 shift roster across the below shift hours:

• 8am - 4pm
• 10am - 6pm
• 12pm - 8pm
• Evening Shift: 3pm - 11pm
• Night Shift: 11pm - 7am

Key Responsibilities:

• Serve as the point person for crisis intervention, confidently employing de-escalation techniques and following critical protocols when handling customers expressing self-harm tendencies, ensuring they are safely and quickly connected with professional help.
• Actively handle and investigate complex complaints received internally or externally in a timely manner, ensuring resolutions meet business and customer needs.
• Liaise with key internal and external stakeholders to manage and coordinate complex cases.
• Apply exceptional written and verbal communication skills to quickly understand, articulate, and resolve the most intricate customer issues with precision and clarity.
• Use strong case investigation, influencing and resolution skills to negotiate with customers to overcome concerns to drive customer satisfaction and retention.

What we Offer:

• Base Salary of $99,770 + 10% on-target Annual Incentive (performance bonus scheme) + 12% Super.
• Inclusive paid parental leave, up to 14 weeks for the primary caregiver.
• Comprehensive training and the opportunity to build a lasting career.

Ready to take the next step in your career? Apply today!

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

Sales Support Officer will play a crucial role in providing exceptional customer service and administrative support to ensure smooth operations within the business services sector. Based in Sunshine West, this permanent role offers an excellent opportunity to contribute to a supportive and efficient team environment.

Client Details

Known for its commitment to quality and efficiency, the company fosters a professional and collaborative workplace culture.

Description

• Provide administrative support to the sales and customer service teams.
• Assist with order processing, invoicing, and maintaining accurate records.
• Coordinate with internal departments to ensure timely delivery of products and services.
• Prepare reports and presentations for internal and client meetings.
• Maintain up-to-date knowledge of products and services to assist customers effectively.
• Identify opportunities to improve processes and enhance customer satisfaction.

Profile

A successful Sales Support Officer should have:

• Previous experience in a customer service or administrative role within the business services industry.
• Strong organisational skills and attention to detail.
• Excellent communication and interpersonal skills.
• A proactive attitude and the ability to multitask in a fast-paced environment.
• Problem-solving skills with a focus on delivering customer satisfaction.

Job Offer

• Competitive base salary Plus Superannuation.
• Permanent, full-time position in Sunshine West.
• Opportunities for professional development and growth.
• Supportive and collaborative team culture.

This is an excellent opportunity for a Sales Support Officer to join a reputable organisation in the business services industry. If you are ready to take the next step in your career, we encourage you to apply today!

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Kelly Montgomery.

Australia's premier transport company is looking for extra call centre staff for our Brisbane office. Full training provided, successful applicants must have excellent computer and communications skills. 

Applicants must be an Australian citizen or hold a current working visa. 

There are options available for full-time and part-time staff.

Please email your CV to saghe@progresscouriers.com.au

Work Type: Permanent Part Time

There to care. Here for good.

Aged care is so important. Some people forget that. You don't and neither do we. Because helping people is what we were born to do.
We've been a leading provider of aged care in communities across South Australia since 1953. That's a long journey, and we're proud of our stability and strength.

Now, we're on a mission to continue to grow and improve our services and impact, hand in hand with our fantastic team.
Here, every moment matters and every client counts. And so do you.

Join us as a Customer Service Officer and be there to care.

A brighter future with Helping Hand, for older people and for you.

As our invaluable Customer Service Officer, you will be responsible for providing excellent customer service and administrative support to ensure the efficient operation of Reception.

You'll also make an impact by:

• Responding to customer enquiries in a professional and timely manner
• Ensuring the accuracy of records in relation to receipting/disbursing monies
• Processing accounts, invoices, outgoing and incoming courier deliveries
• Providing administrative support to senior managers

What you'll bring

To succeed in this role, you will have:

• Strong customer service focus
• Previous experience in a reception or data entry role
• Demonstrated skills and experience in the use of Microsoft Office products
• Well-developed interpersonal and written skills with the ability to communicate with a culturally diverse range of people
• Demonstrated organisational and time management skills, including the ability to prioritise work
• Have a valid NDIS Worker Screening clearance or be willing to obtain one

You'll stand out from the crowd if you have some of the following:

• Previous experience in roster management using an electronic roster system
• Previous experience working with Procura and Payglobal
• Previous experience working in the aged care sector

Why Helping Hand?

We get it - a role in aged care is more than just money. You don't do it for the pat on the back. You do it because you know it matters - and at Helping Hand, you matter, too.

We truly care about how you are. Here are some of the things we hope you'll love about working with us:

We are who you are

Here's the thing. When good people come together, amazing things happen. At Helping Hand, you'll find real support from teammates and managers who share your values and strength. They've been in your shoes - and they'll always be just a phone call away to lend a helping hand.

We are where you are

As our Customer Service Officer, you'll know you're contributing directly to a community you care about. And you'll see your impact on the faces of the people you're supporting.

We care how you are

In any job, how well you feel affects how well you work. And we take that very seriously. ​​We want you to feel as secure as you can. So, we're proud that our people say they value the stability that comes with working for a well-established, growing organisation like us.

You'll also enjoy a range of other benefits:

• Be part of a warm, friendly team that genuinely cares about you and your wellbeing
• Maximise your take-home pay by salary packaging up to $15,899 each year
• Enjoy an additional $2,650 tax free per year with our Meal and Entertainment Card
• Prioritise your health and wellbeing with discounted private health insurance, plus our Employee Assistance Program
• Get active with our Fitness Passport Program and enjoy discounted gym memberships for you and your family
• Access to an Employee Assistance Program (EAP)

Are you ready to lend a helping hand?

Join us at Helping Hand and help shape your future and ours.

We will be reviewing applications as they are submitted and conducting interviews accordingly.

Apply online today, or to find out more please contact the Recruitment team.

Current Helping Hand employees must notify their manager of their intent to apply.

All applicants must have the right to work in Australia and hold relevant checks or be willing to obtain them. Successful candidates will be required to attend an induction session before commencing work.

Helping Hand welcomes and respects the diversity our clients, staff and volunteers bring. Regardless of their culture, religion, spirituality, age, gender, sexuality, disability, socio-economic background or personal experiences, our people are included and respected.

Helping Hand strongly recommends that all employees receive COVID-19 and flu vaccinations, as we work in a high-risk setting and are in contact with vulnerable people.

About the Role

As a Branch Manager at HCF, you will be responsible for planning, directing, and controlling the business development of the branch. Your focus will be on acquiring and servicing all members who visit the branch, as well as during external activities and events. You will develop, coach, and lead branch staff in customer service, product knowledge, and acquisition skills. Additionally, you will manage customer service, branch operating systems, administration, and business quality to agreed levels, while exceeding acquisition goals and operating within the expense budget.

Cantonese or Mandarin language skills are highly desirable, as they will be a valuable asset in supporting our diverse community.

Responsibilities

• Develop membership growth strategies to achieve Health Insurance, Life Insurance and Overseas insurance product sales budgets
• Engage in external acquisition-focused activities, including local area marketing and corporate client activities.
• Drive first point resolution to member enquiries and resolve member complaints to satisfaction.
• Ensure branch resourcing aligns with member servicing requirements and deliver high customer service levels.
• Develop and maintain a highly engaged team, providing regular feedback and coaching.
• Manage branch operations within the expense budget and ensure adherence to policies and procedures.
• Propose improvements to sales, workflow, or distribution.

About You

• Ability to adapt positively to frequently changing work practices and needs.
• Demonstrated experience in leading, motivating, and developing employees.
• Ability to meet individual/team and departmental deadlines.
• Positive and motivated personality with the ability to relate to people at all levels.
• Intermediate to advanced computer skills (MS Office, Outlook, Teams).
• Ability to work in a team environment and exercise developed judgment when solving problems.
• Ability to remain calm under pressure and perform tasks on a timely basis with minimal supervision.
• Mindset of running the branch like your own business.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we've been putting our members and their health first. As Australia's largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

Culture & Benefits

Purpose-driven passion
We're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance
We'll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
* 50% subsidy on HCF hospital and/or extras cover
* 18 weeks of parental leave for all new parents
* Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
* Discounts on HCF's products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.

Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.

Next steps

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition - peopleservices@hcf.com.au to discuss.

We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.

Looking for a job that allows you to combine your skills and passion with meaningful purpose? Read ahead!

Come and join Australia's most innovative and dynamic home health organisation!

Hi there, we're Five Good Friends, and we're an approved aged care and registered NDIS service provider. We help our clients live vibrantly in their own homes by wrapping a support team around them and their families. Our software gently coordinates in the background so support teams can do their best work and our clients get exceptional outcomes.

The way we interact with potential clients, we call them members, from the moment of first contact sets the scene for the experience they will enjoy when they join Five Good Friends. As such, we are expanding our team of outbound care advisors to ensure every customer has the same great experience from day one.

About the role

You'll be working as an Outbound Sales Representative / Care Advisor in our Customer Experience Team. 

Your main responsibility will be to triage and provide potential members and their families, with the information, guidance and support they need. This role goes beyond traditional sales; it’s about building authentic connections, understanding potential member challenges and helping to make the decision of choosing a home care provider an easy one for them, to choose Five Good Friends as their service provider.

You will do this by:

• Managing a Pipeline of leads in PipeDrive, our CRM

• Conducting a high volume of outbound calls in response to warm incoming leads and marketing campaigns

• Make proactive outbound calls to drive business growth

• Triage and qualify these leads; gaining an in depth understanding and appreciation of their situation 

• Providing guidance and offering solutions according to their specific needs

• Management and triage of shared team emails, chats and social media channels
   

Do you have what it takes?

• You are experienced in sales, preferably in an outbound/inbound call environment.

• A working knowledge of the Aged Care and/or Disability sectors is a plus but not essential.

• Keeping people healthy and happy in the homes they love sounds interesting to you.  You want to learn what will make a difference to the quality of our members' lives and would love to be part of that. 

• You keep sight of the bigger picture, always working toward it and helping others see it too. 

• You believe it takes a team to achieve results and love to work collaboratively within and across them. 

• You are reflective and if things go wrong, or miss the mark, you lean into it to learn and improve for next time.  You love solving problems and finding innovative solutions.

• You appreciate the detail and importance of timelines and deadlines and are highly organised to manage multiple conflicting priorities. 

• You understand the benefit feedback plays in shaping great culture and strive to uphold the values of the company.

• You'll be working with vulnerable people, so we require you to complete a National Police Check and the NDIS Worker Orientation and you must have the right to work in Australia.
   

What's in it for you?

The way we work and the perks we offer are designed to help you live a fulfilling life.  The work we do is meaningful, and the problems we solve are interesting. 

• A competitive salary package that will recognise your skills and experience.

• This role is fully remote and based in Adelaide, giving you the flexibility to work from home every day. At the same time, we believe connection matters — you’ll join regular virtual team huddles and travel a few times each year for team and business get-togethers. It’s the best of both worlds: the flexibility of remote work with the energy and collaboration of an engaged team.

• Annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work. 

• On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave.  

• Access to our employee assistance program, where you can receive free confidential and professional counselling. 

• Parental leave benefits –All caregivers who are eligible for the government’s paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave.

• One free Five Good Friends membership plan, which covers the Care Management fees. This can be used for a loved one who is supported by Five Good Friends. This could be worth more than $7000/yr. 

• Working for a company that has an employee engagement score that is 17% higher than the industry average, and 7% higher than the top 25% industry average (we are actually a great place to work).

• And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid. 
   

Find out more about Five Good Friends here:
https://www.fivegoodfriends.com.au/corporate/about-us

How to Apply

If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity. Please include your CV and a cover letter in your application, telling us a bit about yourself and your suitability for this role within our organisation.

Please, no external agencies or recruiters.

Looking for a job that allows you to combine your skills and passion with meaningful purpose? Read ahead!

Come and join Australia's most innovative and dynamic home health organisation!

Hi there, we're Five Good Friends, and we're an approved aged care and registered NDIS service provider. We help our clients live vibrantly in their own homes by wrapping a support team around them and their families. Our software gently coordinates in the background so support teams can do their best work and our clients get exceptional outcomes.

The way we interact with potential clients, we call them members, from the moment of first contact sets the scene for the experience they will enjoy when they join Five Good Friends. As such, we are expanding our team of outbound care advisors to ensure every customer has the same great experience from day one.

About the role

You'll be working as an Outbound Sales Representative / Care Advisor in our Customer Experience Team. 

Your main responsibility will be to triage and provide potential members and their families, with the information, guidance and support they need. This role goes beyond traditional sales; it’s about building authentic connections, understanding potential member challenges and helping to make the decision of choosing a home care provider an easy one for them, to choose Five Good Friends as their service provider.

You will do this by:

• Managing a Pipeline of leads in PipeDrive, our CRM

• Conducting a high volume of outbound calls in response to warm incoming leads and marketing campaigns

• Make proactive outbound calls to drive business growth

• Triage and qualify these leads; gaining an in depth understanding and appreciation of their situation 

• Providing guidance and offering solutions according to their specific needs

• Management and triage of shared team emails, chats and social media channels
   

Do you have what it takes?

• You are experienced in sales, preferably in an outbound/inbound call environment.

• A working knowledge of the Aged Care and/or Disability sectors is a plus but not essential.

• Keeping people healthy and happy in the homes they love sounds interesting to you.  You want to learn what will make a difference to the quality of our members' lives and would love to be part of that. 

• You keep sight of the bigger picture, always working toward it and helping others see it too. 

• You believe it takes a team to achieve results and love to work collaboratively within and across them. 

• You are reflective and if things go wrong, or miss the mark, you lean into it to learn and improve for next time.  You love solving problems and finding innovative solutions.

• You appreciate the detail and importance of timelines and deadlines and are highly organised to manage multiple conflicting priorities. 

• You understand the benefit feedback plays in shaping great culture and strive to uphold the values of the company.

• You'll be working with vulnerable people, so we require you to complete a National Police Check and the NDIS Worker Orientation and you must have the right to work in Australia.
   

What's in it for you?

The way we work and the perks we offer are designed to help you live a fulfilling life.  The work we do is meaningful, and the problems we solve are interesting. 

• A competitive salary package that will recognise your skills and experience.

• Flexible work options – this role is based in the head office in South Brisbane, however flexibility to work from home a few days per week can be provided.  

• Annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work. 

• On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave.  

• Access to our employee assistance program, where you can receive free confidential and professional counselling. 

• Parental leave benefits –All caregivers who are eligible for the government’s paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave.

• One free Five Good Friends membership plan, which covers the Care Management fees. This can be used for a loved one who is supported by Five Good Friends. This could be worth more than $7000/yr. 

• Working for a company that has an employee engagement score that is 17% higher than the industry average, and 7% higher than the top 25% industry average (we are actually a great place to work).

• And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid. 
   

Find out more about Five Good Friends here:
https://www.fivegoodfriends.com.au/corporate/about-us

How to Apply

If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity. Please include your CV and a cover letter in your application, telling us a bit about yourself and your suitability for this role within our organisation.

Please, no external agencies or recruiters.