About the Role
- Part-time position (4 days a week)
- Contract until May 2027
- Office based in Chatswood, occasional travel between Link Wentworth offices in metro Sydney
The Customer Relationship Officer is responsible for managing and resolving customer complaints, ensuring timely and satisfactory resolution, and maintaining positive customer relationships. This role involves effectively addressing customer concerns, coordinating with relevant departments, documenting complaints, and identifying opportunities for process improvements to enhance overall customer satisfaction.
Key Responsibilities
- Manage and triage customer feedback, complaints, and appeals
- Maintain accurate records and reporting systems
- Communicate effectively with customers, advocates, and stakeholders
- Monitor service delivery timeframes and quality standards
- Identify trends and recommend service improvements
- Support reporting, meetings, and stakeholder engagement activities
The ideal candidate will have:
- Demonstrated ability to provide high level administrative support to a wide range of stakeholders, with at least two years’ experience in an administrative/customer service role
- Excellent analytical, verbal and written communication skills with proven experience in dealing with a variety of stakeholders
- Strong time management skills with the ability to handle, high volumes, tight and conflicting deadlines
- Intermediate computer literacy in Microsoft Office & CRMs
- High attention to detail and organisational skills
You will also be:
- Empathetic to the needs and complexities of vulnerable communities
- Able to relate to and communicate effectively with people from diverse backgrounds including vulnerable people
- A self-motivated, resourceful, enthusiastic, and positive team player
- Ability to work independently as well as part of a team
You will also need:
- A valid National Police Check (less than six (6) months old) to the satisfaction of Link Wentworth, to be renewed every five (5) years or more frequently as reasonably required by Link Wentworth
- Willingness to comply with vaccination requirements imposed by Link Wentworth, including COVID-19 and other vaccinations, as determined by the organisation in accordance with current Government health advice, mandates, or directions
- A valid NDIS Workers Check or willingness to obtain one
- Willingness to travel between Link Wentworth offices in metropolitan Sydney
How to Apply
If this sounds like you, please click ‘Apply’ and submit an up-to-date resume and cover letter addressing your suitability for this position. Only applications that include a cover letter answering the two questions below will be considered.
- Can you share an example of when you had to influence or prompt a senior stakeholder to take action on an important task? What strategies did you use to maintain professionalism and strong working relationships?
- Share an example of a complaint or issue you managed that required detailed analysis and clear communication with various stakeholders. What was the situation, what actions did you take to gather information for the analysis, and what was the outcome?
Contact
To request a copy of the full position description or to make any other enquiries, please contact Mitchell Green, Recruitment Specialist at careers@linkwentworth.org.au or phone (02) 9159 7569.
Who are we and why should you join us?
Link Wentworth is an ambitious and growing housing and homelessness service, based in Greater Sydney. With the NSW rental and housing crisis reaching breaking point, our services are needed more than ever in our communities.
Link Wentworth offers staff:
- A strong culture of collaborative teamwork, individual empowerment, and customer-centred service delivery
- Options for flexible work arrangements
- Attractive leave options including ability to purchase up to two (2) weeks additional annual leave per year
- A competitive salary with the opportunity to reduce your income tax and increase your take-home pay with not-for-profit salary packaging
- Meaningful and fulfilling employment, improving the lives of others every single day
+ much, much more!!!
