Bring your customer service expertise and administrative precision to our frontline Member Services Team.
Reporting to the Member Services Team Leader, you will enjoy a rewarding sense of contribution by directly helping our great member community and navigating digital systems like SugarCRM to deliver a seamless member lifecycle experience.
This 4-day per week position offers genuine day-to-day flexibility with customisable start or finish times, allowing you to learn and grow in a supportive environment where your customer service truly matters.
Key responsibilities
Provide responsive and professional frontline service to members via telephone, email and other agreed communication channels addressing enquiries directly or referring them to the appropriate team member where required
Monitor shared Member Services in boxes and respond to or allocate enquiries as appropriate
Assist members with joining, general queries and membership maintenance requests, renewals, benefits and notifications, website resources and the member portal
Work collaboratively with the broader team on projects to support a consistent and positive member experience
Identify and contribute to opportunities to improve member service, processes, systems and ways of working
About you
Minimum 2-3 years' experience in member services, customer service or a similar service-based operational environment
Experience supporting end-to-end member or customer service activities including enquiries, transactions,



and records management matters working on our CRM
Intermediate proficiency in CRM and member management systems
Ability or experience with applying Fund Rules, policies, procedures, privacy requirements and operational controls
Effective interpersonal, verbal and written communication skills
High level of organisation, accuracy and attention to detail, with the ability to manage competing priorities in a responsible operational environment
Collaborative, accountable and member-focused approach, with the ability to work effectively within a small team environment
About us
The Australian Air Pilots Mutual Benefit Fund (AAPMBF) is a member-owned, not-for-profit organisation that has provided financial protection and support to Australia's commercial pilots since ****.
Originally established by pilots, for pilots, the Fund has supported members for more than 60 years when medical circumstances affect their ability to continue flying and earning a living. Today, we support more than 3,900 members, remaining true to our founding principle of pilots supporting pilots.
Governed by a member-elected Board of Directors and operating within a regulated financial services environment, AAPMBF combines a strong history of financial responsibility with a commitment to continuous improvement and modernisation.
Based in South Melbourne, our small, dedicated team plays an important role in delivering skilled, responsive and reliable services to our members.
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📌 Member Services Assistant (Melbourne)
🏢 Australian Air Pilots Mutual Benefit Fund
📍 Melbourne