Customer Support Officer

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Introduction:
Our Organisation

Guide Dogs Victoria is a leader in breaking down barriers that enable our people to live life without limits.

Our organisation recognises and responds to the diverse needs and choices of our Clients. We specialise in providing high quality and safe services and supports to people living with low vision or blindness and other disabilities.

We are one of Australia’s most trusted charity and an employer of choice in the disability and aged care sectors. We recognise and celebrate the diversity of our employees and volunteers and the benefits this brings to our organisation. Our people enjoy an inclusive and culturally safe work environment free from all forms of discrimination. Guide Dogs Victoria is a place where talent is recognised and innovation is encouraged.

Description:
The Role

The Customer Support Officer’s role is to provide administrative support to the client services team and be the first point of contact for all incoming enquiries to Guide Dogs Victoria.

Responsibilities

Welcome visitors to Guide Dogs Victoria’s reception.
Respond to enquiries and referrals in a timely manner.
Undertake an initial needs identification and risk assessment with any presenting clients.
Identify and discuss relevant support and service options together with the client and connect them with relevant services and supports within Guide Dogs Victoria.
Direct and supervise any volunteers within area of control, ensuring adherence to safe work practices at all times.
Provide accurate written information including accessible, clear and informative reports and communications.
Coordinate the receipt of incoming mail and distribute accordingly.
Open and close the office when required.
Maintain the reception waiting area to high standards of presentation.
Ensure marketing materials are available at reception for visitors.
Respond to email enquiries on Guide Dogs Victoria’s generic email address/es.
Engage and build relationships with clients, health professionals and volunteers.

Skills and Experiences:
Qualifications, Knowledge, Skills and Experience

Exceptional customer service and communication skills.
Excellent client assessment and support skills including risk identification.
Well-developed engagement, listening and telephone counselling skills.
Experienced and skilled in accurate data entry and Microsoft suite programs (Salesforce experience preferred).
Demonstrates confidentiality and diversity awareness.
Outcome focussed and follows through with commitments.
Able to adapt to changing circumstances and prioritises work and addresses what is important.
Demonstrates a strong client and customer focus and a commitment to person centred service practices.

Benefits

• A competitive remuneration package that reflects skills and experience, which includes tax free salary packaging of up to $18,550.
• 6 weeks paid parental leave.
• Support towards your professional development including paid study leave, educational assistance and an external mentoring program.
• Wellbeing program which includes an annual wellbeing calendar, discounted health insurance, employee assistance program, skin checks and annual flu vaccinations.
• Reward and Recognition program.
• Join us in making a difference in the lives of those we serve – both human and canine!

Important

We are an equal opportunity employer who is known for providing a work environment that embraces and values diversity, equity, inclusion and accessibility. We encourage applicants of all backgrounds, including Aboriginal and Torres Strait Islander people, people with disabilities including low vision or blindness, people from CALD and LGBTQIA+ communities, and people of all ages to apply for our roles.

We are committed to making workplace adjustments and to support candidates through the recruitment and selection process. Please reach out to our team at hr@guidedogsvictoria.com.au if you require reasonable adjustments be applied.

Mandatory Safety Screening Checks

This role requires the successful candidate to complete and receive a clear result for National Police Check, Working with Children Check and if required, further compliance checks based on the position requirements.

We recognise and celebrate the diversity of our employees and volunteers and the benefits this brings to our organisation.

Our people enjoy an inclusive and culturally safe work environment free from all forms of discrimination.

Lived experience as a person with a disability is highly valued.

Lived experience supporting a person with a disability is highly valued.