Client Services Officer (Assessments)

About the role

APM Group is seeking a Client Services Officer to join its team in Cannington. You will work directly with clients, using telephony and CRM systems to schedule their assessments, resolve general enquiries, de-escalate challenging situations and deliver an exceptional customer experience. As part of the application process, candidates must complete a short assessment that simulates the role.

Key responsibilities

• Schedule client assessments in a timely manner
• Resolve general enquiries and de-escalate challenging situations
• Process detailed information consistently and accurately
• Understand customer needs and deliver solutions that balance empathy with organisational outcomes
• Work collaboratively with colleagues to achieve shared goals
• Meet and exceed performance targets

Required profile

• Proven experience de-escalating tense or challenging customer interactions
• Background in a complex call centre or fast-paced retail environment
• Demonstrated success working with KPIs and performance targets
• Strong problem-solving and critical thinking skills
• Ability to work collaboratively across multi-site teams

Required skills

• Familiarity with CRMs and customer databases
• Experience with NDIA/My Aged Care systems (highly regarded)
• Understanding of scheduling systems and workforce planning (highly regarded)
• Familiarity with organisational Code of Conduct and ethical frameworks

What we offer

• Worklife balance with no weekends
• Access to purchase additional leave
• Discounted health insurance
• Car leasing packages
• Paid parental leave
• Service recognitions
• Ongoing training and development