Customer Centre Advisor

About the role

As a Customer Centre Advisor you will be the trusted first point of contact for older Victorians, their families and support networks seeking information about aged care services. You will provide clear, accurate and compassionate guidance across phone, email and online channels.

Key responsibilities

• Respond to enquiries about Residential Aged Care and Home Care services, helping customers understand their options.
• Maintain accurate customer records, coordinate follow‑up activities and support a smooth transition from enquiry to admission or service commencement.
• Collaborate with internal teams to ensure customers receive the right services and continuously improve the customer experience.

Required profile

• Previous experience in customer service, administration, contact centre or a similar environment.
• Strong written and verbal communication skills with the ability to explain information clearly and sensitively.
• Excellent organisation, attention to detail and ability to manage competing priorities.

Required skills

• Experience using Genesys Cloud or a similar contact‑centre platform.
• Familiarity with CRM systems.
• Confidence using digital systems and maintaining accurate records.

What we offer

• Not‑for‑profit salary packaging to reduce tax and increase take‑home pay.
• Supportive, respectful workplace with professional development and career growth opportunities.
• Opportunity to make a real difference for older people and their families.