Customer Service Officer- 12-month Fixed Term Contract

At Metcash, we’re proud to be part of something bigger. We combine the heart of a small business with the strength and support of a large organisation.

Our Customer Service team is at the heart of how we support independent retailers and help them thrive in their local communities. They’re the key connection between Metcash and our customers—ensuring stores are well-stocked and supported across Australia and New Zealand’s most loved family-owned businesses.

We’re excited to offer a fantastic opportunity for a Customer Service Officer to join our team at our Crestmead office. In this role, you’ll be supporting the Metcash Food network, making a meaningful impact on independent grocery stores and the communities they serve every day.

The opportunity is a 12-month Fixed Term contract.

Enjoy the best of both worlds with a combination of office-based collaboration and work-from-home flexibility:

- Wednesday to Friday: Work from the office from 11:00am to 4:00pm, then continue your shift from the comfort of home from 5:00pm to 8:00pm.

- Saturday & Sunday: Fully remote, working from home from 10:00am to 4:00pm.

What You’ll Be Doing

As a Consumer Support Officer, you’ll be a central point of contact for internal and external customers, providing professional, accurate, and responsive support. You’ll play an important role in managing enquiries, orders, claims, and complaints while ensuring service levels and customer expectations are consistently met.

Your day-to-day responsibilities will include:

• Consumer Support: Answering and managing a variety of inbound calls, providing professional, accurate, and timely assistance while following the Customer Service Quality Assurance Program.

• Problem Solving & Complaint Resolution: Investigating consumer issues, handling difficult conversations with patience, and resolving conflicts by balancing consumer needs with business requirements to achieve practical solutions.





• Stakeholder Collaboration: Liaising with internal and external stakeholders to optimise service delivery and identify opportunities to provide a total supply solution.

• Data & Systems: Maintaining accurate consumer records and administration using Microsoft Office applications, Excel, and other business systems.

• Service Excellence: Maintaining a professional attitude, behaviour, and appearance while ensuring all interactions reflect company policies, procedures, and core values.

• Flexibility & Teamwork: Adapting to changing priorities and work environments while working effectively both independently and as part of a team.

• Continuous Improvement: Supporting new initiatives and process improvements as required by the Consumer Support Team Leader.

What You’ll Bring

• Experience in a call centre or customer service environment, preferably within a distribution environment, but not essential

• Excellent verbal and written communication skills, with the ability to communicate professionally with customers and colleagues

• Strong analytical and decision-making skills, with the ability to assess information and provide appropriate solutions

• Strong listening and patience, particularly when dealing with difficult or challenging callers

• Strong interpersonal skills, with the ability to work effectively with people at all levels and from diverse backgrounds

• Strong organisation and time management skills, with the ability to prioritise tasks and meet deadlines

• High attention to detail, particularly when handling customer information, orders, claims, and data entry





• A high level of integrity and diplomacy, with the ability to handle sensitive customer matters professionally

• Ability to work both independently and as part of a team

• Excel skills, including formatting and formulas

• Microsoft Office skills, with confidence using standard applications

This is a dynamic role where every day can bring a different enquiry, customer need, claim, or challenge. If you’re organised, solutions-focused, confident on the phone, and enjoy helping consumers while working as part of a collaborative team, we’d love to hear from you.

Why You’ll Love Working With Us

We know our people are the key to our success, and we’re committed to creating a workplace you’ll love. Here’s what you can expect:

- Career growth and development – We’ve got countless success stories of team members who’ve grown their careers with us.

- A fun and rewarding culture – Enjoy team recognition, regular BBQs, social events, and site-wide celebrations.

- A genuine commitment to diversity, equity, and inclusion, including:

- - Bronze Employer for LGBTQ Inclusion (AWEI)

- - Ranked 45th globally in Equileap’s Top 100 for gender equity

- - Gender pay gap of under 5% (WGEA 2022–2023)

- Wellbeing support – Gold accreditation from Mental Health Australia, with on-site mental health first aiders

- Inclusive employee-led groups – Celebrate Pride, First Nations culture, and cultural diversity

Ready to make a difference?

Apply now and help us build a bright, sustainable future for independent retail.

Diversity, Equity & Inclusion

We know that excellent talent comes in many forms. Research shows that women and underrepresented groups often hesitate to apply unless they meet every requirement. If this role excites you but you don’t tick every box, we still encourage you to apply. Let’s have a conversation about your future at Metcash.

📌 Customer Service Officer- 12-month Fixed Term Contract (Crestmead)
🏢 Metcash
📍 Crestmead