Client Services Officer

Are you passionate about delivering exceptional customer experiences? Do you thrive in fast-paced environments and enjoy solving complex problems with empathy and precision? If so, we’d love to hear from you! As part of the application process, you’ll need to complete a short assessment that simulates the responsibilities of the role. We’re seeking a dynamic and results-driven Client Services Officer to join our high-performing team. You’ll engage directly with our clients, working across telephony and CRM systems to schedule their assessments, resolve general enquiries, de-escalate challenging situations and ensure that they receive an exceptional customer experience. This role is ideal for someone who enjoys working collaboratively, adapts quickly to change and is committed to continuous learning.

Responsibilities

Engage directly with clients, working across telephony and CRM systems to schedule assessments; Resolve general enquiries; De-escalate challenging situations; Ensure clients receive an exceptional customer experience; Process detailed information consistently and accurately; Ensure client assessments are scheduled in a timely manner; Work effectively with others to achieve shared goals; Actively seek to understand customer needs and deliver solutions that balance empathy with organisational outcomes; Absorb new information quickly and apply it effectively; Remain calm and functional in changing environments; Take direct action to meet and exceed performance targets; Bring excellent interpersonal skills, genuine empathy, and a collaborative spirit

Requirements

Proven experience de-escalating tense or challenging customer interactions with professionalism and care; Familiarity with CRMs and customer databases, confident navigating multiple systems simultaneously; Background in a complex call centre or fast-paced retail environment; Strong problem-solving and critical thinking skills; Ability to work collaboratively across multi-site teams

Nice to have

Demonstrated success working with KPIs and performance targets; Understanding of scheduling systems and workforce planning; Experience with NDIA/My Aged Care systems; Familiarity with organisational Code of Conduct and ethical frameworks

Benefits

Worklife balance, no weekends; Access to purchase additional leave; Discounted health insurance; Car leasing packages; Paid Parental Leave; Service recognitions; Ability to experience the various APM Group Health brands to broaden your skill set and career growth; Supportive, inclusive team; Ongoing training and development opportunities; Purpose-driven organisation that puts people first