Contact Centre Officer

_{19th August, 2026}

Are you an experienced customer service professional looking for a rewarding role where you can make a genuine difference?
Centacare is seeking a Contact Centre Officer to join our Aged Care & Home Safety team. As the first point of contact for clients, you'll play a key role in delivering high-quality customer service by responding to enquiries, assisting with service bookings, resolving customer queries, and helping clients navigate our services.

Working within a collaborative and supportive team, you'll provide professional customer support across phone, email, face-to-face and digital channels while maintaining accurate client records and contributing to a positive customer experience.
Following successful completion of training, this full-time role offers a hybrid work arrangement, allowing you to work from home four days per week and attend a Centacare office one day per week.

About the Role
Reporting to the Team Leader – Contact Centre & Intake, you will play an integral role in supporting the delivery of Centacare's Aged Care & Home Safety services.
You will deliver professional, empathetic and efficient customer service, support clients to access appropriate services, maintain accurate records, and provide administrative support to ensure the smooth coordination of service delivery. Working collaboratively with internal teams and external stakeholders, you'll contribute to achieving positive outcomes for clients while upholding Centacare's Mission, Vision and Values.

Key Responsibilities

• Deliver professional, empathetic and efficient customer service via phone, email, face-to-face and digital channels.
• Respond to client enquiries, assist with service bookings and support issue resolution.
• Assist clients to navigate Centacare's Aged Care & Home Safety services.
• Process and maintain accurate client records and service requests.
• Complete administrative tasks, including data entry, reporting and document preparation.
• Liaise with internal teams and external stakeholders to support service delivery.
• Communicate service offerings and eligibility requirements clearly and professionally.
• Adhere to organisational policies, procedures and confidentiality requirements.
• Contribute to continuous improvement initiatives and support the Customer Experience (CX) survey process.

What You'll Bring

• A minimum of three years' experience in customer service, contact centres or administration.
• Excellent verbal and written communication skills with a strong customer service focus.
• Demonstrated ability to build positive relationships with clients, colleagues and stakeholders.
• Strong organisational skills with the ability to manage competing priorities.
• Proficiency in Microsoft Office and the ability to quickly learn new systems and technology.
• Strong problem-solving skills and the ability to exercise initiative.
• Ability to work independently and collaboratively within a team.
• Certificate III or higher in Business Administration, Customer Service or a related field (desirable).

Why Join Centacare?
At Centacare, you'll be joining a values-based organisation committed to supporting individuals, families and communities through high-quality services.
We offer:

• Hybrid work arrangements following successful completion of training.
• A supportive and collaborative team environment.
• Meaningful work where you can make a genuine difference in the lives of our clients.
• Ongoing learning and professional development opportunities.
• Competitive salary in accordance with the Centacare Community Services Enterprise Agreement.
• Salary packaging benefits.
• The opportunity to build a rewarding career with one of Queensland's leading community service organisations.

Our Commitment to Safety
Centacare is committed to safeguarding children, young people and adults at risk. Successful applicants will be required to obtain and maintain a Blue Card, NDIS Worker Screening Clearance, an Australian Federal Police Check, and evidence of the right to work in Australia.

Apply now and become part of a team dedicated to delivering outstanding customer service and supporting clients to access the services they need.