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Are you an experienced automotive technician looking to move from the workshop into a technical warranty role?

Percepta is looking for an Automotive Warranty Specialist to join our team in Campbellfield, VIC. You'll use your hands-on mechanical experience and dealership knowledge to assess automotive warranty and customer assistance requests for vehicles across Australia and New Zealand.

This is a great opportunity for an experienced Automotive Technician, Motor Mechanic, Warranty Administrator, Service Advisor, or Dealership Technician who wants to apply their technical knowledge in a different environment.

You'll review repair requests, technical information, warranty policies, and dealership claims to determine whether the proposed repair, labour time, and claim category are appropriate. You'll also work directly with dealerships and Service Engineering teams to resolve technical and warranty-related requests.

What you'll do

- Assess requests for financial assistance for vehicles no longer covered by the New Vehicle Warranty. Review the proposed repair, claim category, and standard repair time, and determine the appropriate level of assistance toward the repair cost.
- Review dealership claims to ensure the correct claim category, repair method, and standard repair times are being applied.
- Review technical information, including workshop manuals, Technical Service Bulletins (TSBs), Professional Technical System (PTS), and Technical Assistance Center (TAC) responses. • Assess the vehicle's repair history and customer experience when determining the appropriate level of financial assistance.
- Communicate with dealerships and Service Engineering to resolve warranty and technical queries.
- Respond to CSP prior-approval requests within required service levels.
- Use the OWS prior-approval system to assess and process requests.
- Identify emerging mechanical and technical trends and provide insights to Service Engineering teams.
- Provide technical guidance, coaching and feedback to the Customer Response Centre.
- Provide technical support to the Customer Response Centre when required.
- Contribute to reporting and improvement projects.

What you'll bring

We're looking for someone who understands automotive repair from practical experience and can apply that knowledge in a structured, customer-focused environment.

You'll ideally have:

- Certificate III in Automotive Technology/Light Vehicle or Heavy Vehicle
- 5+ years' automotive mechanical experience, including apprenticeship experience.
- Dealership experience, ideally 12 months or more.
- Experience with automotive warranty administration, claims or service advising is highly desirable.
- Strong understanding of automotive diagnostics, repair methods and workshop processes.
- Ability to interpret workshop manuals, warranty policy manuals and technical bulletins.
- Experience with late-model vehicles would be advantageous.
- Strong communication and interpersonal skills, including the ability to negotiate and explain technical decisions.
- Excellent attention to detail and sound judgement.
- Strong Microsoft Office and web-application skills.
- Ability to manage multiple requests, prioritise workload and meet deadlines.
- Confidence working independently while contributing to a collaborative team.

Why this role?

This is an opportunity to take your automotive experience beyond the workshop and into a role where your technical knowledge directly influences warranty decisions, dealership support and customer outcomes. You'll work with dealerships and automotive technical teams across Australia and New Zealand while developing experience in warranty, technical support, customer assistance and automotive operations.

About Percepta

Established in 2000 as a joint venture between TTEC and Ford Motor Company, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivering across multiple channels and speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

- Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
- Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
- Leave it better – We take ownership and leave every process, person, and place better than we found it.
- Win together – We succeed as one—celebrating, supporting, and showing up for each other.
- Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out. If you're an experienced automotive professional looking to use your technical knowledge in a new way, we'd like to hear from you!

At Contour, we’re reshaping education, one student at a time.

Born from the frustration of students who knew the system could be better, we set out to build what we once wished existed: tutoring that actually works. Not generic classes. Not recycled notes. Not overpriced, overcrowded rooms with an out-of-touch teacher who couldn’t relate. But a complete ecosystem of tutoring, resources, and support, meticulously designed to help every student reach their full potential.

Since 2020, over 15,000+ students have trusted Contour to guide their academic journey, and we’ve grown to over 500+ team members. We’ve produced hundreds of 99+ ATARs, tutored the World-Record UCAT scorer, and placed more students into medical school than any school in Australia.

Our growth is a testament to the simple philosophy: Put the student first, always. Everything we design, from our world-class tutor-training programs to our purpose-built campuses, exists to help students master content faster, perform with confidence, and even rekindle the joy of learning.

Contour is a group of three brands united by one goal: to give every student the best chance to achieve their full potential:

- Contour Education: Reshaping how students master their high school subjects with small-group tutoring, structured resources, and 1-on-1 support across Maths, Science, and English.
- Contour Medprep: Reshaping medical preparation with a proven, step-by-step pathway through the UCAT, interviews, and admissions, led by a team of 100+ medical students.
- Contour TestPrep: Reshaping test preparation, starting with the selective entry exam, through rigorous tutoring, mock exams, and data-driven feedback to give students a decisive advantage.

This is Contour. Built by students, for students.

Who We Are

At Contour, we’re reshaping education, one student at a time.

Born from the frustration of students who knew the system could be better, we set out to build what we once wished existed: tutoring that actually works. Not generic classes. Not recycled notes. Not overpriced, overcrowded rooms with an out-of-touch teacher who couldn’t relate. But a complete ecosystem of tutoring, resources, and support, meticulously designed to help every student reach their full potential.

Since 2020, over 15,000+ students have trusted Contour to guide their academic journey, and we’ve grown to over 500+ team members. We’ve produced hundreds of 99+ ATARs, tutored the World-Record UCAT scorer, and placed more students into medical school than any school in Australia.

Our growth is a testament to the simple philosophy: Put the student first, always. Everything we design, from our world-class tutor-training programs to our purpose-built campuses, exists to help students master content faster, perform with confidence, and even rekindle the joy of learning.

Contour is a group of three brands united by one goal: to give every student the best chance to achieve their full potential:

- Contour Education: Reshaping how students master their high school subjects with small-group tutoring, structured resources, and 1-on-1 support across Maths, Science, and English.
- Contour Medprep: Reshaping medical preparation with a proven, step-by-step pathway through the UCAT, interviews, and admissions, led by a team of 100+ medical students.
- Contour TestPrep: Reshaping test preparation, starting with the selective entry exam, through rigorous tutoring, mock exams, and data-driven feedback to give students a decisive advantage.

This is Contour. Built by students, for students.

What You'll Do

You'll carry the hardest cases yourself and raise the standard of the support experience.

- Handle the escalations: Take the calls other reps can't resolve, including the second and third contact from a frustrated family, and close them out yourself.
- Answer and resolve: Cover live calls, email and messages, and resolve transactional requests on the spot. Where you can't, set a dated callback and follow it through.
- Route and own: Triage cleanly, raise linked requests for other teams with the context they need, and track every open item through to closure.
- Improve the system: Spot gaps in process or scripting, and put forward fixes rather than just working around them.
- Keep the record: Log every interaction to the family record, and help families self-serve where it genuinely helps them.

What You'll Bring

- Proven experience in a customer-facing, service or contact-centre role, including handling escalations or complex cases.
- Fast, organised and reliable, with pride in nothing being dropped.
- Warm, clear and confident phone manner, even when the caller isn't.
- Strong written communication across email and messaging.
- Composure under pressure, and the judgement to know what to escalate versus resolve yourself.
- Comfortable with HubSpot and AI tools.
- Understanding of Australian school systems across states and year levels (VCE, HSC, QCE), or a fast learner who can pick it up.
- Flexibility to work shifts across a 9am to 9pm window, including some evening and weekend availability, since that's when families are most reachable.
- Melbourne-based across our Glen Waverley and CBD campuses , with a hybrid working setup.

Why You'll Love It

- Own the hard cases and see your fixes actually change how the team runs.
- Build real, lasting relationships with the families you support, not one-off transactions.
- Directly shape retention and student outcomes at a fast-growing company.
- Clear path for career development as Contour scales.
- Competitive salary plus hybrid flexibility, extra leave, EAP access, and lifestyle perks.

How To Apply

Apply now with your CV and a cover letter, then tell us more about yourself through a few quick questions.

Application Process
- Submit your written application (CV and cover letter).
- Shortlisted candidates will complete a behavioural and video interview assessment.
- Final in-person interview.

ARE YOU LOOKING FOR AN EXCITING SALES OPPORTUNITY WITH A LEADING BUSINESS?

Our Sunshine branch is seeking a proactive and customer-focused Customer Support Advisor , specialising in agricultural, construction, and forestry equipment. In this role, you will be responsible for developing and maintaining strong customer relationships by proactively engaging with clients, providing expert advice on Brandt parts and services, and ensuring a seamless service experience from start to finish.

What we offer:

- Competitive Base Salary + Incentive Opportunities
- Company Vehicle, Laptop & Mobile Phone
- Ongoing Training & Development
- Employee Assistance Program (EAP)
- Work with Industry-Leading John Deere Equipment
- Build Robust Customer Relationships
- Autonomy & Territory Ownership

About the role:

In this customer-focused sales role, you will work directly with equipment owners throughout your territory, helping them maximise uptime and productivity through proactive parts and service support. You'll build long-term relationships with customers, identify opportunities to support their equipment needs, and act as a trusted advisor for Brandt's parts and service offerings.

- Conduct outbound calls to existing and potential customers to offer information on Brandt parts, maintenance, and repair services.
- Meet and exceed sales targets and key performance indicators (KPI’s) related to parts and service sales.
- Assist customers in identifying their parts and service needs accurately.
- Provide detailed information on Brandt parts, pricing, and service options.
- Collaborate with the service team to schedule appointments and allocate resources efficiently.
- Assist the customers in understanding the importance of routine maintenance and recommend appropriate service on the equipment needs.
- Maintain accurate records of customer interactions, orders, and service history in our CRM system.
- Follow up with customers to ensure satisfaction, address any concerns or questions, and build long-term relationships.
- Stay updated on the latest Brandt product releases, service offerings and industry trends.

What You'll Bring:

- A passion for customer service, sales, and building strong relationships

Knowledge of Agriculture, Construction Equipment, or related industries.

- Previous sales or account management experience (preferred)
- Robust communication and interpersonal skills
- A results-driven approach with a focus on achieving targets
- The ability to work independently and manage your territory effectively
- Strong organisational and time management skills
- Confidence using technology and CRM systems
- Willingness to travel within the territory

About us:

Brandt is a world-leading equipment dealer, powered by iconic brands and unrivalled support. With dealerships across Canada, New Zealand and Australia, we are a global team with one shared purpose. It’s our mission to enable our customer’s success by providing practical and reliable equipment solutions and support. Our customers count on Brandt to keep them moving forward, and we meet that challenge with remarkable customer service and industry-leading brand John Deere.

At Brandt, we believe that outstanding people, combined with our committed and passionate culture, is key to our customer's success.

We're seeking two Customer Support Officers to join our Warrnambool team on a temporary basis for 12-months. You'll connect with our customers every day, providing helpful, responsive service and making sure they feel heard, supported and valued.

These positions are temporary full time positions with a generous salary of $74,335 to $78.300 p.a. plus superannuation.

Introduction

Who we are looking for

We're seeking two Customer Support Officers to join our Warrnambool team on a temporary basis for 12-months. You'll connect with our customers every day, providing helpful, responsive service and making sure they feel heard, supported and valued.

These positions are temporary full-time positions with a generous salary of $74,335 to $78.300 p.a. plus superannuation.

Description

What you'll be doing

On a day-to-day basis, you'll:

- Handleincoming customer phone calls.
- Attendto visitors and customerenquiries.




- Ensurecustomer requests and information received are handled accordingly.
- Actas a source of information for members of the public.
- Assistwith issuing invoices and following up overdueaccounts.

Skills And Experiences

What you’ll bring

We’re looking for someone with

- Sound experience in a customer support role.
- Clear and concise oral and written communication skills.
- The ability to assist and resolve customer issues under pressure.
- The ability to work effectively in a close-knit team to accomplish objectives and targets.
- Highlevel of computer literacy, with the ability to quickly learn and adapt to new systems.

For further details, see the position description available here.

We look forward to hearing from you. if you have any questions, feel free to call Deb Meinen or Ulrike Hulin (Team Leaders - Customer Support) on .

What we can offer

Putting people first comes naturally to us, and that includes the people we employ. You’ll have every opportunity to make the most of your talents, broaden your experiences and be rewarded for the great work you do.

You'll be offered a range of great benefits including:

- Workplace flexibility with access to working arrangements such as hybrid work, flexible hours, purchased leave, monthly rostered days off and more.
- An inclusive workplace culture, which embraces diversity and the benefits it brings to the workplace and life.
- A leadership commitment to Zero Harm where the safety and wellbeing of our people and others is paramount.
- A Health & Wellbeing program, to support your physical, mental and financial wellbeing, including our Employee Assistance Program for our people and their immediate families.
- Extensive learning and development opportunities and access to professional development through associations such as CPA, IWC, WSAA, VicWater, and more.

We're an equal opportunity employer. Our commitment to creating and supporting an inclusive culture is reflected in our diverse mix of talented people who are passionate about delivering their best.

We welcome applications from everyone including people with a disability, job seekers of all ages, carers, people from culturally diverse backgrounds, members of the LGBTI+ community, and Aboriginal and Torres Strait Islander people.

We are

- Members of the Diversity Council Australia
- A Respect 2040 Partner

Ready to find out about our employee benefits? Visit Our Careers page and discover more about us.

How you can apply

Applications close: 11:59pm Sunday 18 October 2026

Click APPLY and you will be taken through to the Wannon Water Careers Portal to complete your application. Once there, you will be prompted to answer a few simple questions and upload your cover letter and resume.

As part of your cover letter, please outline how your skills and experience meet the role requirements (as outlined in the position description).

Reasonable Adjustments

We're here to support you through life's ups and downs. Whether you need adjustments during the recruitment process or at work, like flexible hours or accommodation for disabilities, we're here to help. We understand it can be daunting to share your needs, so feel free to reach out with any questions at Your information will be kept completely confidential.

Customer Support Workforce Planner
Nunawading, VIC
$60-$64 per hour + Super
Contract through to January 2027 | Potential Extension
Hybrid Working Arrangement

About the Role
We are seeking an experienced Customer Support Workforce Planner to join a busy Customer Operations team and play a key role in workforce forecasting, scheduling, roster optimisation, and real-time workforce management.
Working within a customer-focused environment, you will ensure staffing levels are effectively aligned to operational demand, service objectives, and compliance requirements. You will also provide workforce analytics, reporting, and operational support to drive continuous improvement and service excellence.
This is an excellent opportunity for a workforce planning professional who enjoys balancing data-driven decision making with stakeholder engagement and operational problem solving.
Key Responsibilities

- Develop and maintain workforce forecasts to support operational requirements.
- Create and manage rosters and schedules that balance customer demand and workforce availability.
- Monitor staffing levels and workforce performance through real-time management activities.
- Conduct workforce capacity planning and provide recommendations to support operational outcomes.
- Identify workforce trends, risks, and opportunities through analysis and reporting.
- Utilise Genesys Cloud WEM for forecasting, scheduling, and workforce management activities.
- Maintain workforce planning records, documentation, and system accuracy.
- Produce workforce reports, insights, and recommendations for leaders and key stakeholders.
- Support workforce compliance requirements, including Enterprise Agreement interpretation and application.
- Collaborate with operational leaders to ensure workforce requirements are effectively managed.
- Contribute to process improvement initiatives and workforce optimisation opportunities.

About You
To be successful in this role, you will demonstrate:

- Experience in a Workforce Planner, Workforce Management, Scheduling, or Workforce Analyst position.
- Strong hands-on experience using Genesys Cloud WEM .
- Proven capability across workforce forecasting, scheduling, roster management, and real-time workforce planning.
- Experience interpreting and applying Enterprise Agreements within workforce planning activities.
- Advanced analytical skills with the ability to translate data into actionable insights.
- Strong stakeholder engagement and communication skills.
- Excellent organisational skills and attention to detail.
- The ability to work independently while managing competing priorities.
- Advanced Microsoft Excel capabilities.

Highly Regarded

- Experience within Local Government.
- Workforce planning experience within customer service or contact centre environments.
- Knowledge of workforce optimisation and rostering best practices.
- Exposure to continuous improvement initiatives.

What's on Offer

- Competitive hourly rate of $60-$64 per hour + Super
- Contract through to 30 January 2027
- Based in Nunawading with a hybrid working arrangement
- Initial onboarding period onsite, followed by up to 2 days working from home
- Opportunity to join a supportive and collaborative Customer Operations team
- Long-term assignment with potential for extension
- High-impact role supporting workforce performance and service delivery outcomes

If you have a strong workforce planning background and experience working with Genesys Cloud WEM , we'd love to hear from you.
Only shortlisted candidates will be contacted.

At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.
You can read more about our commitment to diversity and inclusion at

Posted 2 days ago

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Job Description

Introduction

About Orikan

Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions.

Join a forward-thinking team at Orikan, a leader in integrated technology solutions for smarter cities.

Introduction

About Orikan

Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions.

Join a forward-thinking team at Orikan, a leader in integrated technology solutions for smarter cities.

Description

Make an Impact with Every Response

Are you a skilled communicator who can turn complex situations into clear, customer-focused outcomes?

At Orikan, we're looking for a Customer Support Officer - Correspondence to join our Customer Support team in Docklands. In this role, you'll be at the heart of helping customers navigate enquiries, appeals and infringement matters through thoughtful, professional and well-crafted written communication, ensuring timely and accurate responses.

If you have exceptional attention to detail, enjoy investigating issues, and take pride in delivering outstanding customer experiences, we'd love to hear from you.

What You'll Be Doing

As a key member of our Customer Support team, you'll:

- ️ Prepare clear, professional and empathetic written responses to customer enquiries, appeals and complaints.
- Investigate information and assess cases to make informed and compliant decisions.
- ? Collaborate with internal stakeholders to resolve customer issues and achieve positive outcomes.
- Apply legislation, policies and procedures with accuracy and sound judgement.
- Manage a high volume of correspondence while maintaining exceptional quality standards
- Demonstrate flexibility and collaboration, working closely with team leaders and managers to meet contractual KPIs and operational business requirements.

Skills And Experiences

What Will Make You Successful?

We're looking for someone who combines strong writing skills with critical thinking and excellent customer service.

You'll bring:

- Exceptional written communication skills and attention to detail.
- Confidence handling complex or sensitive customer matters professionally.
- Strong analytical and problem-solving abilities.
- The ability to interpret guidelines, policies and legislation.
- Excellent time management and organisational skills.
- A calm, resilient and solutions-focused approach.
- A collaborative mindset and willingness to support your team.
- Experience managing customer correspondence in a high-volume workplace.

Desirable Experience

- Experience within Local Government, infringement management, customer correspondence or regulated industries.
- Knowledge of relevant legislation, guidelines and service standards.
- Experience with infringement management systems or case management platforms.

What's in it for You?

Docklands, Melbourne – Modern office in the heart of Docklands

Purpose-Driven Work – Help create more liveable communities through smarter mobility, parking compliance and equitable access to public spaces

Career Growth Opportunities – Grow your career with pathways into:

- 2IC roles
- Team Leader positions
- Correspondence & Client Services roles

Supportive Benefits

- Employee recognition and reward program
- Values-led culture that genuinely puts people first
- Collaborative and supportive team environment
- Flexible work arrangements available following successful completion of probation
- Ongoing training, development and career progression opportunities

Ready to put your communication skills to work and make a real impact?

If you're passionate about delivering exceptional customer outcomes, solving complex problems and being part of a supportive team, we'd love to hear from you.

Apply today and join Orikan in building smarter cities and stronger communities across Australia and New Zealand

Customer Support Advisor (Parts & Service)

ARE YOU LOOKING FOR AN EXCITING SALES OPPORTUNITY WITH A LEADING BUSINESS?

Brandt has an exciting opportunity for a Customer Support Advisor (Parts & Service) to join our Hamilton team.

What we offer:

- Competitive Base Salary + Incentive Opportunities
- Company Vehicle, Laptop & Mobile Phone
- Ongoing Training & Development
- Employee Assistance Program (EAP)
- Work with Industry-Leading John Deere Equipment
- Build Strong Customer Relationships
- Autonomy & Territory Ownership

About the role:

In this customer-focused sales role, you will work directly with equipment owners throughout your territory, helping them maximise uptime and productivity through proactive parts and service support. You'll build long-term relationships with customers, identify opportunities to support their equipment needs, and act as a trusted advisor for Brandt's parts and service offerings.

- Conduct outbound calls to existing and potential customers to offer information on Brandt parts, maintenance, and repair services.
- Meet and exceed sales targets and key performance indicators (KPI’s) related to parts and service sales.
- Assist customers in identifying their parts and service needs accurately.
- Provide detailed information on Brandt parts, pricing, and service options.
- Collaborate with the service team to schedule appointments and allocate resources efficiently.
- Assist the customers in understanding the importance of routine maintenance and recommend appropriate service on the equipment needs.
- Maintain accurate records of customer interactions, orders, and service history in our CRM system.
- Follow up with customers to ensure satisfaction, address any concerns or questions, and build long-term relationships.
- Stay updated on the latest Brandt product releases, service offerings and industry trends.

What You'll Bring:

- A passion for customer service, sales, and building strong relationships
- Knowledge of agriculture, heavy equipment, or related industries
- Previous sales or account management experience (preferred)
- Strong communication and interpersonal skills
- A results-driven approach with a focus on achieving targets
- The ability to work independently and manage your territory effectively
- Strong organisational and time management skills
- Confidence using technology and CRM systems
- Willingness to travel within the territory

About us:

Brandt is a world-leading equipment dealer, powered by iconic brands and unrivalled support. With dealerships across Canada, New Zealand and Australia, we are a global team with one shared purpose. It’s our mission to enable our customer’s success by providing practical and reliable equipment solutions and support. Our customers count on Brandt to keep them moving forward, and we meet that challenge with remarkable customer service and industry-leading brand John Deere.

At Brandt, we believe that outstanding people, combined with our committed and passionate culture, is key to our customer's success.

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Customer Support Officer - Correspondence - Casual

Posted 2 days ago

Job Viewed

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Job Description

Introduction

About Orikan

Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications,



compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions.

Join a forward-thinking team at Orikan, a leader in integrated technology solutions for smarter cities.

Introduction

About Orikan

Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions.

Join a forward-thinking team at Orikan, a leader in integrated technology solutions for smarter cities.

Description

Make an Impact with Every Response

Are you a skilled communicator who can turn complex situations into clear, customer-focused outcomes?

At Orikan, we're looking for a Casual Customer Support Officer - Correspondence to join our Customer Support team in Docklands. In this role, you'll help customers navigate enquiries, appeals and infringement matters through thoughtful, professional and well-crafted written communication, ensuring every response is timely, accurate and customer-focused.

If you have exceptional attention to detail, enjoy investigating issues, and take pride in delivering outstanding customer experiences, we'd love to hear from you.

What You'll Be Doing

As a key member of our Customer Support team, you'll:

️ Prepare clear, professional and empathetic written responses to customer enquiries, appeals and complaints.

Investigate information and assess cases to make informed and compliant decisions.

? Collaborate with internal stakeholders to resolve customer issues and achieve positive outcomes.

Apply legislation, policies and procedures with accuracy and sound judgement.

Manage a high volume of correspondence while maintaining exceptional quality standards.

Support operational requirements and work collaboratively with leaders and colleagues to achieve team performance goals.

Skills And Experiences

What Will Make You Successful?

We're looking for someone who combines strong writing skills with critical thinking and excellent customer service.

You'll Bring:

- Exceptional written communication skills and attention to detail.
- Strong analytical and problem-solving abilities.
- Confidence handling complex or sensitive customer matters professionally.
- The ability to interpret and apply policies, procedures and guidelines.
- Excellent organisational and time management skills.
- A calm, resilient and solutions-focused approach.
- Strong computer literacy and confidence working across multiple systems.
- Experience managing customer correspondence in a fast-paced environment.

Desirable Experience

- Experience in customer service, correspondence and/or administration.
- Experience within Local Government, infringement management, customer correspondence or other regulated environments.
- Knowledge of relevant legislation, guidelines and service standards.
- Experience using case management or customer management systems.

What's in it for You?

Docklands, Melbourne - Modern office in the heart of Docklands

Flexible Casual Employment - Casual hours with the opportunity to gain valuable experience within a growing organisation.

Purpose-Driven Work - Help create more liveable communities through smarter mobility, parking compliance and equitable access to public spaces.

Career Development Opportunities - Many of our team members progress into permanent customer support, client services and leadership roles.

Supportive Team Culture

- Comprehensive onboarding and training.
- Employee recognition and reward programs.
- Values-led culture that genuinely puts people first.
- Collaborative and supportive team environment.
- Ongoing learning and development opportunities.

Ready to Put Your Communication Skills to Work?

If you're passionate about delivering exceptional customer outcomes, solving complex problems and making a genuine impact through written communication, we'd love to hear from you.

Apply today and join Orikan in building smarter cities and stronger communities across Australia and New Zealand.

POSITION DESCRIPTION | CUSTOMER SUPPORT COORDINATOR POSITION PURPOSE: The position has four key elements. Ensure full occupancy of the care community through effective sales and admissions processes. Maximise the uptake of Additional Services and ensure effective provision. Lead and provide efficient and effective clerical and administration services, which support the Operations of the business. Lead a team that delivers customer support services, responsive to the needs of residents, team members, visitors, and service providers. REPORTING STRUCTURE: This position reports directly to the General Manager, with a dotted line responsibility to the Regional Relationship Manager (for all sales and admissions processes). KEY ACCOUNTABILITY AREAS 1. PEOPLE & LEADERSHIP Create and/or sustain a high performance culture. Provide an environment where team members, residents and families can openly raise questions and suggestions. Support the General Manager in bringing Opal’s Vision, Mission and Values to life through all actions, decisions and behaviours. Key Performance Indicators: Feedback re the Customer Support Performance 2. SERVICE DELIVERY Support the General Manager in maintaining financial, resident, customer and other information systems, ensuring data is updated in an accurate and timely manner and meets Opal’s quality standards and legislative requirements. Ensure timely clerical and administrative support including producing meeting minutes, mail, faxes, newsletters, reports, letters, newsletters, diaries to support the operational needs of the care community. Ensure filing, archiving and systems are maintained in line with Opal HealthCare guidelines, and ensure the security of all resident, team member’s and other confidential files. Respond to sales and administrative queries, feedback and suggestions in an impartial, timely and efficient manner, resolving queries first time. Organise periodic meetings, Including room bookings, refreshments, scheduling, confirmations of attendance, agendas, minutes and follow up for all meetings, including case conferences, resident and relative meetings, and meetings Involving team members at the care community. Escalate relevant issues, concerns and queries through the appropriate channels for resolution. Ensure all reception, office, front of house and display areas/show rooms are clean, professional, Inviting, tidy and well present at all times. Provide reception and telephone answering support where required and develop ‘first rate’ telephone service. Act within delegated authority levels. Manage stationery levels, ensuring availability within budget. Bank any money received directly at the care community and enter into PeoplePoint on the same day it is received. Perform credit card, petty cash, banking, resident charges and reconciliation functions as per Opal HealthCare guidelines. Process invoices within Basware on a daily basis. Ensure all resident agreements are attached to PeoplePoint for auditing and billing purposes. Ensure resident fees are up to date, and follow up outstanding accounts. Provide support at other Opal Care Communities within local geographic area from time to time. Any other duties as required to support site operational requirements. Key Performance Indicators: Feedback reporting and response times Accreditation and internal quality audit outcomes HR, resident and training records 3. SALES & COMMERCIAL MANAGEMENT Ensure the sales and admissions process, including tours, is timely, welcoming, clear and accurate for all new respite and permanent residents, and provide a great first impression of the care community. Proactively manage sales enquiries, ensuring the right balance is achieved between ACFI, occupancy and resident type to achieve the financial targets agreed in the annual budget. Maximise occupancy by regular contact with key referrers and stakeholders, in line with the stakeholder engagement plan. Support the implementation of approved marketing events. Co-ordinate and carry out tours of the care community for potential residents and their families,involving the General Manager and other team members as appropriate, to showcase sellingpoints. Conduct discussions with prospective residents and families about the Aged Care admissionprocess. Negotiate bonds and fees under approval of the RRM and GM in accordance with the Resident Admissions Process and Aged Care Act. Build and maintain contact with the community and other Opal stakeholders. Implement sales programs to increase the uptake of additional services including managingactivity programs. Ensure the effective administration of the roster as per the below Key Performance Indicators: Supported and financial resident ratio achieved Occupancy targets All shifts filled on roster with agency and overtime budgets met Up to Date Enquiry Database Sales Conversion Rates Additional Services Sales 4. WORKFORCE Organise team member interviews, recruitment documentation, team member’s orientation,training sessions and performance appraisals on behalf of the General Manager, in line with Opalstandards. Ensure that all pre- and post-employment processes are followed for new team members andvolunteers, including appointments, interviews, pre-employment medicals, visa and police checks. Ensure education, training and personnel records are maintained and are up to date, ensuring allteam members meet mandatory annual training requirements. Co-ordinate training sessions, teaching materials, and attendance/qualification records. Schedule performance evaluations, co- ordinate the appraisal process and update team files. Ensure the roster is developed and approved fortnightly, ensuring all shifts are filled with anappropriate mix of permanent and casual team members, and the minimum of overtime, alertingthe General Manager in a timely manner where future roster gaps may need further recruitment. Update the daily roster with changes in the system ready for payroll. Manage team member replacements to fill the daily roster. Ensure all Payroll tasks are completed on time and reflect actual rosters for the previous period,including leave and training. Monitor annual leave, alerting the General Manager of any excessive leave. Key Performance Indicators: All shifts filled on roster with agency and overtime budgets met No excessive annual leave Payroll completed on time Mandatory training and team members records 100% complete 5. CONTINUOUS IMPROVEMENT Seek and implement continuous improvement in sales, administrative and customer support areas, looking for efficiencies and improvements to the customer experience. Ensure administrative, sales and customer support processes are implemented in line with Opal’s Policies and Procedures and regularly audit processes to identify gaps and opportunities for improvement. Attend Peer Meetings in the hub to share and introduce best practice in sales, administration and customer support. Ensure all Organisation wide changes to sales, administration and customer support are implemented in line with required timeframes. Key Performance Indicators: Results from team member engagement and resident satisfaction surveys Delivery of continuous improvement plans and special projects 6. SAFETY & WELLBEING Create and or/sustain a safety culture where there is zero harm to team members, residents and visitors. Adhere to WH&S; Policies and Procedures, attending monthly WH&S; Committee meetings and maintaining all relevant WHS documentation. Promote health, safety and wellbeing in the care community and be a role model for safety. Adhere to the requirements of the Master Emergency Management Plan including accurate and timely information for use during evacuations. Key Performance Indicators: Nil injuries Records of WH&S; meetings Competencies Leadership Attributes Excellent organisational and time management skills, with a high level of accuracy and eye for detail in written and numeric work. Ability to sell, balancing competing commercial criteria. Ability to communicate well, verbally and in writing Ability to delegate, direct, coach and supervise the work of others. Sense of urgency and ability to meet deadlines. Pro-active: Ability to engage in an efficient and welcoming manner with all stakeholders of the care community. Communicator: Ability to listen to others and hear out concerns, whilst being able to deliver clear, verbal and written communications Empathic: Ability to take an active interest in other people, listening and responding appropriately to the thoughts and feelings of others, especially residents and relatives. Adaptable and flexible interpersonal style: Ability to deal with and interact with a range of people from a range of cultures, backgrounds and ages. Resilient: Positive and mature outlook and continues to drive for outcomes in the face of difficult or challenging situations. Desirable Criteria Essential Criteria Knowledge of aged care industry, regulations and funding. Understanding of relevant standards and licensing. Aged care; health care or service industry administration experience (experience in a highly regulated service environment). Experience in account management & sales Knowledge of rostering and payroll practices Experience in developing, implementing and monitoring complex administrative processes. Experience in achieving financial targets. Current and suitable police check. High level of computer systems proficiency.

"At Opal HealthCare, we know that companies don’t succeed - people do."That’s why everything we do is driven by our purpose: to bring joy to those we care for, guided by our values of Compassion,Accountability,Respect andExcellence reflect thatCAREis at the heart of everything we do. With 146 Care Communities and over 20,000 team members, we’re one of Australia’s leading private aged care providers—and we’re growing. About the Role: We’re seeking a Relief Customer Support Manager to support our Victorian Care Communities. You’ll cover sites within Melbourne, with occasional regional travel. Your region (North or South) will be based on your location. Provide Relief CSM support across multiple Care Communities Welcome new enquiries and deliver warm, informative tours Manage the sales pipeline to maximise occupancy Support new CSM onboarding and training Assist with reception and administration as required Help maintain excellent customer experience and feedback standards About You: Previous experience in Sales and/or Administration is preferred Experience in Hotel, Duty or Property Management is highly regarded Warm, professional communication style with a passion for customer service Highly organised, proactive, and able to manage competing priorities Committed to delivering exceptional experiences for older Australians What We Offer You: Work/life balance – Full‑time hours (Mon–Fri, 9am–5pm), no weekend work Professional development – Access to industry‑leading training, leadership programs and the Opal HealthCare Academy Referral bonuses – Earn up to $5,000 for referring new team members Career pathways – Secondment opportunities across our national network and a pathway to future leadership roles through our 2GM Program A supportive, collaborative team culture where your contribution is truly valued Shortlisted applicants will be contacted promptly for interview. Please note: All applicants must be willing to undergo a pre-employment medical, police check and NDIS Worker Screening Check.

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📌 Seasonal Customer Support Advocate – Hybrid & Flexible (Melbourne)
🏢 Lorna Jane
📍 Melbourne