Contact Centre Officer

Role overview

Centacare Brisbane is looking for an experienced customer service professional to join its Aged Care & Home Safety team in a contact centre role. This position serves as the initial point of contact for clients and focuses on delivering a high standard of support through enquiries, service bookings, query resolution and guidance on accessing services.

The role works closely with a collaborative internal team and supports clients across phone, email, in-person and digital channels. You will also keep client information accurate and up to date while contributing to a positive overall service experience.

After training is completed successfully, the job offers a hybrid arrangement: four days working from home and one day each week in a Centacare office.

Key duties

You will report to the Team Leader - Contact Centre & Intake and contribute directly to the delivery of Aged Care & Home Safety services. The role combines customer care, service coordination and administration, with a strong focus on professionalism, empathy and efficiency.

• Provide courteous, effective support to clients across phone, email, face-to-face and digital channels.
• Handle client questions, arrange service bookings and assist with resolving concerns.
• Help clients understand and access Centacare's Aged Care & Home Safety services.
• Maintain accurate client records and process service requests carefully.
• Carry out administrative work such as data entry, reporting and document preparation.
• Work with internal colleagues and external partners to support smooth service delivery.
• Explain service options and eligibility criteria in a clear and professional manner.
• Follow organisational policies, procedures and confidentiality standards.
• Support continuous improvement efforts and assist with the Customer Experience survey process.

What you need to bring

Successful candidates will have a solid background in customer-facing roles, along with strong communication, organisation and problem-solving skills. You should be comfortable working both independently and as part of a team, and be confident using common office software and learning new systems.

• At least 3 years of experience in customer service, contact centre work or administration.
• Strong spoken and written communication skills with a customer-first approach.
• Ability to build positive relationships with clients, coworkers and stakeholders.
• Good time management and the ability to juggle multiple priorities.
• Comfort using Microsoft Office and quickly picking up new technology and systems.
• Practical problem-solving ability and initiative.
• Capability to work autonomously as well as cooperatively in a team.
• Certificate III or higher in Business Administration, Customer Service or a related area is preferred.

Why this role stands out

• Hybrid work setup after training is completed.
• Supportive and collaborative team culture.
• Work that has a meaningful impact on clients' lives.
• Access to ongoing learning and professional development.
• Competitive pay under the Centacare Community Services Enterprise Agreement.
• Salary packaging benefits.
• Opportunity to build a long-term career with one of Queensland's leading community service providers.

Safety and compliance

Centacare is committed to protecting children, young people and adults at risk. Any successful applicant must be able to obtain and keep a Blue Card, NDIS Worker Screening Clearance, an Australian Federal Police Check, and proof of the legal right to work in Australia.