Customer Support Consultant

About the role

Join Forward Ability Support as a Customer Support Consultant and be the first point of contact for customers, carers and healthcare providers. You will help people living with spinal cord injuries and complex health conditions access the right products and support, making a genuine difference in their lives.

Key responsibilities

• Respond to customer enquiries via phone and email.
• Provide compassionate, professional support and guidance.
• Assist customers in finding appropriate products and solutions.
• Achieve first‑call resolution wherever possible.
• Collaborate with the team to deliver an exceptional customer experience.

Required profile

• Enjoy helping people and thrive in a structured, fast‑paced environment.
• Previous customer service or contact centre experience.
• Excellent communication and active listening skills.
• Genuine passion for supporting others.
• Strong attention to detail and problem‑solving abilities.
• Confidence using multiple computer systems.
• Full Australian working rights and willingness to complete required checks.

What we offer

• Permanent full‑time role with a 4‑day work week and a regular rostered day off.
• Hybrid working – up to 2 days from home after training.
• Purpose‑driven work making a real impact.
• Competitive salary, superannuation and not‑for‑profit salary packaging.
• Comprehensive onboarding and ongoing training.
• Additional leave benefits, paid parental leave, wellbeing support, extra Forward Leave and Long Service Leave after 5 years.