Customer Service & Intake Officer

About the role

An Expression of Interest (EOI) is open for an empathetic, proactive and organised Customer Care & Intake Officer to join a surge and rapid-response initiative. The role acts as the first point of contact for community members and partner agencies, triaging requests, running program intake and coordinating fast-moving response teams. It is based in Melbourne CBD, full-time preferred (part-time or at least three days per week considered).

Key responsibilities

• Serve as the initial contact for community assistance enquiries, giving calm, trauma-informed phone support.
• Facilitate intake and workflow coordination for community assistance programs and state-supported relief services.
• Liaise between affected community members, regional teams, external stakeholders and partners.
• Support leadership and program managers by drafting briefs, tracking action items, managing schedules and preparing correspondence.
• Record client interactions, intake assessments and case notes in internal database/CRM systems in line with privacy and recordkeeping standards.

Required profile

• Proven background in high-volume phone intake, customer care, call centres or community services.
• Demonstrated experience in administrative support, calendar management and action tracking.
• Active listening, empathy and professional boundaries in high-stress situations.
• Honest, accountable, punctual and proactive, willing to learn and build a supportive team.
• Valid, unrestricted driver's licence for occasional regional travel once or twice a month.

Required skills

• Modern office suites and client/case management systems; CRM platforms such as Salesforce are highly advantageous.

Pay rate is $63-$72 per hour plus superannuation. The engagement is initially six months under a labour-hire arrangement, with duration subject to operational need and performance.