Customer Solutions Officer at VMCH

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

31 Aug, 26

Salary

0.0

Posted On

02 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Communication Skills, Documentation, Microsoft Office Suite, Financial Literacy, Intake Management, Referral Management, Conflict Resolution, Time Management, Carelink+

Industry

Non-profit Organizations

Description

* Love chatting and solving problems? This role is made for you! * Monday - Friday * Competitive renumeration | Enjoy not-for-profit salary packaging benefits! About the role As a Customer Solutions Officer (CSO), act as the friendly first point of contact for existing AHAC consumers and manage intake for prospective consumers. Respond promptly to queries, troubleshoot service and care matters, support feedback and concerns, escalate issues as needed, and ensure a smooth, successful transition into VMCH services. Your focus will include: * Being the first point of contact for clients and enquiries, providing friendly and clear support * Guiding new enquiries, explaining service options, and helping clients feel confident * Managing referrals, setting priorities, and keeping accurate records * Handling calls, emails, and client updates efficiently * Resolving issues quickly and escalating when needed * Keeping clients informed about any changes to their services About you You are a clear communicator with a positive, can-do attitude and friendly energy. Organised and tech-confident, you handle high-volume enquiries, solve problems quickly, and keep clients informed. You enjoy working with others and bring enthusiasm to every day. Essential * Strong communication skills and a genuine, client-focused approach * Experience managing high-volume enquiries in a busy environment * Accurate documentation and note-taking abilities * Confidence with technology and willingness to learn new systems * Ability to work independently and as part of a team * Problem-solving skills and attention to follow-up * Current police check * Proficient in Microsoft suite (Excel, Outlook, etc) * Financial literacy and supporting clients with understanding financial information (such as helping them understand their SAH statements, PRODA, Services Australia) Desirable * Knowledge of aged care settings and funding streams * Experience using the Carelink+ system Why VMCH? Because the people we employ make it a great place to work! In addition, VMCH will provide you with: * A rewarding and supportive work environment, with opportunities for professional development and career progression. * A competitive salary plus salary packaging benefits that can increase your take-home pay. * A flexible and family-friendly work culture, with wellbeing initiatives and paid parental leave. * Employee assistance program including employee, manager, career, conflict, nutrition and lifestyle, money, family, and legal assistance. * Discounted private health insurance, school holiday programs and car hire. * The opportunity to open a high-interest savings account with our banking partner. * We value diversity, champion inclusion, and encourage applicants from all backgrounds, and with all abilities, to consider joining our vibrant community. About us Here at VMCH our services are as diverse as the people we support. As a for-purpose organisation, love, joy, hospitality, and courage aren’t just words to us, they guide us in everything we do. While we’ve been around for over a century, we’re always moving forward. We stay true to who we are by supporting people and families to live their best lives, providing a place to call home and spaces to learn and grow. If you meet the above criteria and are passionate about making a positive difference in people’s lives, we would love to hear from you. To work at VMCH, you will be required to provide proof of work rights and a current Australian Criminal History Check. We do not accept unsolicited resumes, emails and phone calls from recruitment agencies.

Responsibilities

Act as the primary point of contact for existing and prospective consumers, managing intake and troubleshooting service matters. Ensure smooth transitions into services by handling enquiries, managing referrals, and maintaining accurate records.