Expression of Interest (EOI): Customer Care & Intake Officer
- Engagement Type: Initial 6-Month (Labour-hire arrangement; extension/duration subject to operational need and performance)
- FTE / Hours: Full-Time preferred (Part-time / minimum 3 days per week considered; subject to workload delivery)
- Location: Melbourne CBD base
- Pay Rate: $63 - $72 ph + Super
About the Opportunity
An Expression of Interest (EOI) is open for an empathetic, proactive, and organised Customer Care & Intake Officer to join an essential surge and rapid-response initiative.
In this role, you will act as a primary frontline touchpoint for community members and partner agencies. You will triage inbound community recovery and assistance requests, conduct program intake, and provide vital administrative coordination to fast-moving response teams.
Key Responsibilities
- Frontline Triage & Intake: Serve as the initial point of contact for community assistance enquiries, delivering calm, trauma-informed phone support to individuals navigating complex or stressful circumstances.
- Program & Service Intake: Facilitate intake and workflow coordination for key community assistance programs and state-supported relief services.
- Operational Coordination: Liaise between affected community members, regional teams, external stakeholders, and inter partners.
- Administrative & Program Support: Provide structured administrative support to leadership and program managers, including drafting briefs, tracking operational action items, managing schedules, and preparing correspondence.
- Data & Privacy Management: Accurately record client interactions, intake assessments, and case notes within internal database/CRM systems adhering to privacy and recordkeeping standards.
Key Requirements & Capabilities
- Frontline Customer Service / Intake: Proven background in high-volume phone intake, customer care, call centres, or community services.
- Operational Administration: Demonstrated experience handling administrative support, calendar management, and action tracking in structured environments.
- Trauma-Informed Practice: Strong active listening skills, empathy, and professional boundaries when supporting community members in high-stress situations.
- Systems Literacy: Confident using modern office suites and client/case management systems (experience with CRM platforms such as Salesforce is highly advantageous).
- Work Ethic & Mindset: Honest, accountable, punctual, and proactive, with a willingness to learn and foster a supportive team culture.
- Licence & Mobility: A valid, unrestricted driver’s licence is required to support occasional scheduled regional travel 1-2 per month.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
qualification
- Proven background in High-volume call center role
- Strong administrative experience
- systems proficiency
- active listening skills and empathy.
working at
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Customer Service & Intake Officer in Melbourne employer: Randstad Pty
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