Customer Support Officer – Community Services

About the role

You will be the first point of contact for our community customers, providing calm, friendly and efficient assistance. The role involves handling inbound calls, booking appointments, resolving queries and navigating challenging conversations while upholding our service standards.

Key responsibilities

• Answer customer calls and act as the primary voice of the organisation.
• Book appointments, process requests and ensure accurate record‑keeping.
• De‑escalate difficult situations and guide customers toward positive outcomes.
• Use telephony and CRM systems across multiple sites with confidence.
• Meet performance targets and key performance indicators (KPIs).
• Adapt quickly to new processes, systems and changing priorities.

Required profile

• Experience in customer de‑escalation and handling high‑volume interactions.
• Comfortable working in fast‑paced environments such as call centres, retail or hospitality.
• Strong attention to detail and ability to keep information accurate.
• Team‑oriented mindset with good collaboration across sites.
• Resilience and composure under pressure.

Required skills

• CRM systems
• Telephony

What we offer

• Genuine work‑life balance with no weekend shifts.
• Option to purchase additional leave and discounted health insurance.
• Car leasing packages and paid parental leave.
• Opportunities to explore other APM Group Human Services brands.