Contact Centre Officer – Aged Care & Home Safety

About the role

Centacare is looking for a Contact Centre Officer to join its Aged Care & Home Safety team. As the first point of contact for clients, you will deliver high‑quality, empathetic service across phone, email, face‑to‑face and digital channels, helping clients navigate services and book appointments. The role is full‑time and operates on a hybrid schedule – four days remote and one day in the office.

Key responsibilities

• Provide professional, empathetic customer service via phone, email, face‑to‑face and digital platforms.
• Respond to client enquiries, assist with service bookings and resolve issues.
• Guide clients through Centacare’s Aged Care & Home Safety offerings.
• Maintain accurate client records and service request documentation.
• Perform administrative tasks such as data entry, reporting and document preparation.
• Liaise with internal teams and external stakeholders to support service delivery.
• Communicate service eligibility and offerings clearly and professionally.
• Adhere to organisational policies, confidentiality requirements and contribute to continuous improvement initiatives.

Required profile

• Minimum three years’ experience in customer service, contact centres or administration.
• Excellent verbal and written communication with a strong customer‑service focus.
• Proven ability to build positive relationships with clients, colleagues and stakeholders.
• Strong organisational skills and ability to manage competing priorities.
• Problem‑solving mindset and initiative.
• Ability to work both independently and as part of a collaborative team.
• Certificate III or higher in Business Administration, Customer Service or a related field (desirable).

Required skills

• Microsoft Office