Customer Service

About the Company We’re a diverse team of over 13,000 people across 11 countries with a shared purpose – to Enable Better Lives . Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too. Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health and wellbeing, and increased social participation. At APM we are strengthened by diversity and are committed to providing a work environment in which everyone is included, treated fairly and with respect. We encourage applications from people of all ages, nationalities, abilities and cultures, including Indigenous peoples, the LGBTQI+ community and people with a disability. Job Title Customer Service Officer (Communities) About the Role As a Customer Service Officer, you’ll be the first point of contact for our valued customers. You will schedule appointments, resolve queries, de‑escalate challenging situations, and ensure every interaction leaves a positive impression. You’ll work across multi‑site teams, using telephony and CRM systems to navigate complex environments with precision and care. Qualifications & Experience Proven experience in de‑escalating tense or challenging customer interactions. Familiarity with CRMs and customer databases; confident navigating multiple systems. Background in a complex call centre or fast‑paced retail environment. Experience working with KPIs and performance targets. Excellent interpersonal skills with genuine empathy for people. Strong problem‑solving and critical thinking ability. A collaborative team player who thrives in multi‑site team environments. Exceptional attention to detail and organisational skills. Responsibilities Actively seek to understand customer needs during inbound calls and proactively engage with customers to schedule appointments. Process detailed information consistently and accurately, ensuring nothing slips through the cracks. Absorb new information quickly and apply it effectively to improve performance and service delivery. Take direct action to meet and exceed objectives, always striving for excellence. Perform under pressure with composure, resilience and professionalism. Remain fully functional and focused in changing environments, whether it’s new systems, procedures or customer behaviours. Uphold the highest standards of conduct, aligning with our values and culture in every decision and interaction. Benefits Work‑life balance – no weekend work. Access to purchase additional leave. Discounted health insurance. Car leasing packages. Paid parental leave. Service recognitions. Opportunity to experience the various APM Group Human Services brands to broaden your skill set and career growth. Application Process As part of the application process, you’ll need to complete a short assessment that simulates the responsibilities of the role. Please complete this as soon as possible so we can contact you for an interview. Successful candidates will be required to provide the following: NDIS Worker Screen Check. National Police Check. EEO Statement We encourage applications from Aboriginal and Torres Strait Islander peoples and from people with a disability. We accept applications from people of all ages, nationalities, abilities and cultures, including Indigenous peoples, the LGBTQI+ community and people with disabilities. Applications will be reviewed as they are received. Apply now and bring your best self to a team that values excellence, empathy and adaptability. Join our Talent Community for future openings #J-18808-Ljbffr