Customer Support Officer – Community Services

About the role

You will be the first point of contact for customers, providing calm, friendly and efficient support across multiple sites. The role involves handling inbound calls, booking appointments, resolving queries and de‑escalating challenging situations while maintaining a positive customer experience.

Key responsibilities

• Answer customer calls and respond to enquiries via phone and CRM systems.
• Schedule appointments and process customer information accurately.
• De‑escalate difficult conversations and guide customers toward satisfactory outcomes.
• Meet and exceed key performance indicators and service targets.
• Collaborate with multi‑site teams to ensure consistent service delivery.

Required profile

• Experience in customer de‑escalation and handling high‑volume interactions.
• Strong people skills with empathy, professionalism and resilience.
• Ability to work under pressure and adapt to changing priorities.
• Attention to detail and a commitment to accurate record‑keeping.
• Team‑oriented mindset and willingness to support colleagues across locations.

Required skills

• Proficiency with CRM platforms.
• Comfortable using telephony systems.

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.
• Recognition programmes and opportunities to explore other APM Group Human Services brands.