Customer Support Officer

• Supporting members, employers, and third parties across phone, chat, and email
• Owning enquiries from start to finish, aiming for first contact resolution
• Educating members with clear, accurate information so they can make confident decisions
• Handling a mix of straightforward and more complex or sensitive enquiries
• Making outbound calls to follow up and support wider business activities
• Working towards quality, resolution, and productivity targets
• Contributing to a positive team culture and looking for ways to improve

• Experience in a customer facing role, ideally in superannuation or financial services
• Strong written and verbal communication skills
• A knack for building rapport quickly and guiding conversations to a resolution
• Confident actively listening and asking the right questions to understand what someone needs
• Resilient and empathetic, even in challenging or sensitive conversations
• Comfortable in a fast paced, structured environment with competing priorities
• Sharp attention to detail and a real commitment to accuracy
• Happy working across phone, chat, and email
• Comfortable navigating complaints and staying professional under pressure
• Open to feedback, change, and continuous improvement
• Comfortable working in a regulated environment and staying on top of requirements
• Open to obtaining RG146 certification as part of your induction (training provided)
• Reliable and able to commit to a rostered shift pattern

• An immediate start
• Melbourne CBD to start, great hybrid set up once you've completed training
• A supportive team that actually invests in your growth
• The chance to build real expertise in the superannuation space
• A competitive hourly rate plus super

Sound like you? Let's talk.