Brief Description

- Max-term Full-Time Opportunity until 31 August 2027

- Salary packaging, gifted leave at Christmas and Easter

- Competitive above-award salary, SCHADS Level 5 + super

About The Role The Senior Client Services and Support Officer plays a critical role as a key point of contact for people accessing Good Shepherd services.

Working within the Client Services and Support Centre, you will build positive relationships with clients from diverse backgrounds and support the delivery of an accessible, navigable and holistic client experience across telephone, digital and online service channels. You will assess client needs, resolve enquiries, provide tailored service information and connect people with appropriate internal and external supports to achieve positive outcomes.

As a senior member of the team, you will also support service excellence by managing client escalations, contributing to continuous improvement initiatives, supporting onboarding activities and helping maintain high service standards across the Client Services and Support team.

This role is ideal for an experienced client service professional who enjoys helping people navigate complex services, building strong stakeholder relationships and delivering high-quality, trauma-informed support.

This role is based in Melbourne and requires onsite attendance 5 days per week across the Melbourne office and other Good Shepherd co-location sites.

Key Responsibilities

- Act as a primary point of contact for clients via telephone and digital service channels

- Respond to client enquiries promptly and professionally

- Assess client needs and identify appropriate support, services and referral pathways

- Provide accurate information about available programs, services and support options

- Deliver a holistic, tailored and client-centred service experience

- Resolve simple and complex client enquiries

- Manage client escalations and support positive client outcomes

- Refer clients to specialised internal and external services where appropriate

- Deliver high-quality trauma-informed support and service navigation

- Support team members in maintaining service standards, protocols and quality outcomes

- Assist with onboarding and supporting new team members

- Provide insights and feedback to improve client journeys and service delivery processes

- Maintain accurate client records, data and reporting at all times

- Build cooperative relationships with internal teams,



referral partners and external service providers

- Contribute to a positive, high-performing and client-focused team culture

About You

- Experience in community services, contact centres, customer service or client support environments

- Demonstrated ability to build rapport and work effectively with people from diverse backgrounds and complex needs

- Strong assessment and problem-solving skills with the ability to identify appropriate services and referral pathways

- Excellent verbal and written communication skills

- Strong computer literacy, including Microsoft Office and client management systems

- Ability to follow procedures, compliance requirements and service standards while maintaining attention to detail

- Strong organisational skills with the ability to manage competing priorities

- Ability to work effectively in a collaborative team environment

- Commitment to trauma-informed and client-centred practice

- Certificate or Diploma in Community Services (desirable)

- Experience supporting clients to navigate complex service systems (desirable)

Benefits

- Salary packaging – up to $15,900 in tax-free pay per year

- Additional salary packaging benefits available for meals and entertainment

- 4 days gifted leave at Christmas and Easter (pro rata)

- 12 weeks paid parental leave (primary carer)

- Additional leave through purchase leave pathways

- Employee Assistance Program, a free and confidential counselling service

- Eligible for participation in the portable long service leave program

- Professional development and learning opportunities

About Us

Our 2023-2027 strategy outlines the world we want to see and our role in advancing it. We aspire for all women, girls, and families to be secure, well, strong, and connected. We strive for equity, dignity and social justice for women, girls and families by collaborating globally and acting locally, supporting our communities in Australia and New Zealand to thrive.

We want women, girls and families to live full and dignified lives, have dignified income and enjoy financial wellbeing.



We aim to provide place-based, people-centred, holistic services while working at the system level to achieve bold and audacious reform. We currently offer microfinance programs and products, financial counselling and coaching, family and domestic violence support services, family and youth programs, playgroups, education programs and community houses.

These services are complemented by research and strong advocacy to address the underlying structural causes of injustice, exclusion, and inequality.

Good Shepherd Australia New Zealand (GSANZ) respects the dignity of all people, draws strength from, and celebrates the diversity of our community. At GSANZ, we strive for an inclusive culture where all identities feel safe and that they belong. We welcome and actively seek applications from Aboriginal and Torres Strait Islander people, people of all sexual orientations and gender expressions and identities, people with disability, and culturally and racially marginalised people.

Each person’s individual decision regarding disclosure will be fully respected.

How To Apply

Please click 'Apply' to complete your application. Please upload your resume and a brief cover letter addressing the requirements of the role.

Applications are considered as they are received.

We recognise that applicants may hesitate to disclose their need for adjustments during recruitment due to concerns about discrimination. To address this, Good Shepherd asks all candidates about any required accommodations, with the intention of minimizing any sense of exclusion or discomfort associated with requesting adjustments.

Good Shepherd believes in genuine inclusive practice and employment and will therefore offer job customisation to meet the varying needs of diverse candidates.

Personal data held by Good Shepherd Australia New Zealand relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

We recognise the rich diversity of people across Australia. We are committed to ensuring that our team is reflective of the diverse community we serve and to supporting a culture of equity, inclusion and diversity.

Good Shepherd Australia New Zealand is a Child Secure employer. Employment is subject to satisfactory referee checks, a current employment working with Children Check, National Criminal History check and proof of the right to work in Australia.

📌 Senior Client Services and Support Officer (Melbourne)
🏢 Good Shepherd Australia New Zealand
📍 Melbourne