Customer Service Officer

About the role
Chandler Macleod is partnering with a leading community services organisation to recruit a Customer Service Officer based in Port Macquarie. Reporting to the Operations Team Lead, you’ll be the first point of contact for participants, carers and stakeholders - providing a calm, professional and solutions-focused experience across phone and in-person enquiries.
 
This is a permanent, full-time position and would suit someone who is confident handling referrals, prioritising enquiries, and supporting a participant journey end-to-end.
 
Duties

• Act as the first point of contact for participants, carers, stakeholders and service partners (phone + face-to-face).
• Manage referrals via My Aged Care, NDIS portals, other referral channels and the CRM.
• Complete initial screening, create participant profiles, prioritise referrals and coordinate handover to the relevant care team.
• Support the participant journey from onboarding to offboarding, including waiting list management and service availability follow-up.
• Manage feedback and complaints—identify trends, document outcomes, and escalate unresolved matters when required.

 
Skills and Experience

• Strong customer service skills—able to deliver a positive first experience for participants, carers, stakeholders and callers.
• Professional, friendly communication style with strong phone manner and confident interpersonal skills.
• Proven ability to listen, clarify needs, and guide people to the most appropriate service pathway.
• Experience screening and prioritising referrals based on urgency and service requirements.
• Calm, professional approach under pressure, including urgent or sensitive situations.
• Strong problem-solving and decision-making skills within role responsibilities.
• Confident complaint handling—able to investigate issues, report trends, and escalate appropriately.
• Solid computer skills (Microsoft Office, CRM systems, online portals) and accurate record keeping.

Mandatory licences/checks:

• NDIS Worker Screening Check
• Working With Children Check
• Current driver licence

 
Benefits

• Permanent, full-time opportunity with an established client
• Clear, people-focused role supporting community services pathways
• Competitive pay ($71k + super)

 
How to apply
Sound interesting? We would love to hear from you! Click APPLY NOW to upload a copy of your current resume & cover letter, or call Mary Butler on 02 6691 9102 for a confidential discussion.