Customer Experience Officer

Your Role as a Customer Experience Officer

The Customer Experience Officer is the first point of contact for customers, providing information, advice and support to help individuals, families and carers access the most appropriate WMQ services. The role is responsible for customer intake, triage and referral management, resolving enquiries and delivering a positive, high-quality customer experience across phone, email and other communication channels.

To succeed in this role, you will be able to independently and effectively:

• Be the first point of contact for customers, delivering a positive experience and building trust through professional, responsive support.

• Respond to customer enquiries across phone, email, online channels and referral portals, resolving issues where possible and referring complex matters appropriately.

• Manage client intake, referrals and service enquiries, ensuring timely triage and connection to the right services.

• Maintain accurate customer records and referral information across CRM and other operational systems.

• Prepare and distribute information and resources to customers, service providers and other stakeholders as required.

• Support the collection and analysis of customer feedback, contributing to service improvements and customer experience initiatives.

• Participate in quality assurance and continuous improvement activities, including data collection, audits and process reviews.

• Work collaboratively within a high-performing team, communicating effectively with customers and stakeholders and contributing to shared performance goals.

What We Offer

• Salary Packaging: Maximise your take‑home pay by packaging up to $15,900 each year on everyday living expenses and up to $2,650 on meals and entertainment giving you more in your pocket.

• Wellbeing Support: Access to discounts on private health insurance and gym memberships, and free, confidential counselling through our employee assistance program. 

• Free and Secure Car Parking: Employees can enjoy complimentary access to secure parking, ensuring the safety of their vehicles while at work.

What We’re Looking For

• Strong interpersonal, oral and written communication skills including a courteous phone manner, with the ability to develop and maintain effective relationships with all stakeholders.

• High verbal, written and digital communication skills including strong computer literacy and typing ability.

• Time management and organisational skills and ability to prioritise tasks effectively.

• Ability to build rapport with people from all cultures and backgrounds with a focus on delivery of a positive customer experience.

Essential Requirements

• Proof of COVID-19 vaccination status (or as required by legislation and WMQ policy)

• Relevant probity checks required by legislation and WMQ Limited policy.

• Current Driver’s Licence and willingness to travel for work

Apply Now!

Be part of something meaningful - Click Apply today!

About Wesley Mission Queensland (WMQ)

Wesley Mission Queensland is a leading not-for-profit provider of health and community services. With over a century of service, we support people across all life stages with aged care, disability support, mental health services, and community outreach. Our values, Innovation, Hope, Integrity, Compassion, Justice, Empowerment, and Respect, guide everything we do.

WMQ's vision for reconciliation is for all people to stand unified in an equal and inclusive future. We commit to enhancing opportunities for Aboriginal & Torres Strait Islander People and celebrating diversity. As part of our commitment to Reconciliation we encourage applications from Aboriginal and Torres Strait Islander Peoples.

Ready to Join Us?

Be part of something meaningful. Join a team that values you and the difference you make every day.

Click Apply today!

Please note: You will be asked for evidence of your COVID-19 vaccination status as part of your application process as required by Legislation, Health Directives or WMQ Limited Policy.