Senior Client Services and Support Officer (ECO031)
• Max-term Full-Time Prospect until 31 August ****
• 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 collaborative 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)
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 ********* strategy outlines the world we want to see and our role in advancing it.
We aspire for all women, girls, and families to be safe, 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.
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 Protected 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.
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📌 Senior Client Services And Support Officer (Eco031) (Melbourne)
🏢 Good Shepherd
📍 Melbourne