Client Service Officer, Service Support Team (SST)
Division:Services Division
Reports to:SST Team Leader
Team:Service Support Team (SST): Senior Client Service Officers (SCSOs) & Client Service Officers (CSOs)
Salary:$60,000 - $70,000 base + super (based on experience)
About the Role
Are you the person friends call when something's gone wrong, because they know you'll stay calm, ask the right questions, and actually fix it?
We want you on our team.
We're looking for aClient Service Officerto join our Service Support Team (SST), a high-volume, fast-paced environment where you'll be the first point of contact for clients via phone and help desk channels.
This is a role for someone who thrives on variety, stays calm under pressure, and genuinely enjoys solving problems for people.
Not every issue has a textbook answer, so we value people who can think on their feet and find a creative way through.
You'll handle a steady stream of inbound calls and service requests, working closely with your Senior CSOs (SCSOs) and Team Leader to keep things moving and clients well looked after.
No two days look the same.
You might be troubleshooting a service issue one minute and coordinating an update to a client's account the next, always knowing your work makes a real difference to the people and community we serve.
What You'll Be Doing
Answering a high volume of inbound calls and help desk queries, providing timely, accurate responses
Managing day-to-day client communications and service requests
Logging, tracking, and progressing client issues through to resolution
Thinking creatively to work through tricky, one-off problems that don't fit a standard script
Identifying when an issue needs to be escalated to a Senior CSO or Team Leader, and doing so promptly
Keeping accurate, up-to-date records of client interactions and case notes




Working collaboratively with the wider SST team to balance workload and meet service standards
Following established procedures to ensure consistent, quality service delivery
Contributing to a positive, supportive team culture
What We're Looking For
Previous experience in ahigh-volume call centre, help desk, or phone-based customer service role
A track record of handlingcomplex or escalated customer service situationswith professionalism and patience
Customer ServiceActive listening, empathy, explicit communication, rapport-building, conflict resolution, and de-escalation.
You know how to manage expectations and keep a call professional even when things get tense.
Creative Problem-SolvingA critical thinker who can get to the root cause of an issue, think outside the box when the standard playbook doesn't fit, and land on practical, workable outcomes.
Time & Work ManagementStrong prioritisation and organisation skills, with the ability to multitask, stay accurate under pressure, and consistently meet deadlines in a busy setting.
Technical & OperationalComfortable with scheduling/rostering, CRM and case management systems, accurate data entry, and Microsoft Office (Excel, Outlook, Word).
Good documentation habits and an understanding of SLAs.
TeamworkA collaborative approach: reliable, accountable, and happy to share knowledge, give and receive feedback, and support colleagues across the team.
CommunicationConfident with professional email writing,



difficult conversations, and stakeholder communication.
Personal EffectivenessResilient, patient, and adaptable, with a growth mindset and the initiative to keep improving how you and the team work.
*Only local applications considered at this time.
Why Join Us
Purpose-led work.Every call is a chance to make a real difference in someone's day, and in the community we serve.
A close-knit, supportive team.Genuine social connection with colleagues who have your back, not just people you happen to sit near.
Wellbeing that's taken seriously.Access to our Employee Assistance Program (EAP) and wellbeing initiatives that support you as a whole person.
Flexibility that fits your life.A hybrid working arrangement blending time in the office with time working from home.
A place to thrive, exactly as you are.All backgrounds, perspectives, and life experiences are welcome here, and we back you to bring your whole self to work.
Recognition that's real.Wins get noticed, both the big ones and the small daily ones.
A voice that matters.A genuinely collaborative culture where your feedback shapes how the team works.
A Day in This Role
One moment you're helping a client through a tricky situation and turning their day around.
The next, you're solving a scheduling puzzle, updating a case file, or teaming up with a colleague to nail a complex escalation.
Every issue you resolve helps a client, and helps our community get the service they rely on.
If you like knowing your work genuinely helps people, this is the role for you.
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📌 Client Services Officer (Queensland)
🏢 HomeFront Australia
📍 Queensland