About the Aged Care Quality and Safety Commission The Aged Care Quality and Safety Commission (the Commission) was formed on 1 January 2019. We work to improve the lives of older people by maintaining the integrity of the aged care system. As the single independent regulator of Australian Government aged care services,

we offer
a variety of interesting and challenging jobs across most capital cities. It is an exciting time to join the Aged Care Quality and Safety Commission, with major reforms underway to improve aged care in Australia. You will be contributing to our role as the national regulator to safeguard and protect older Australians receiving aged care services. About the Team The Customer Contact Team (CCT) is one of the first points of contact for consumers, aged care providers, and other members of the public to engage with the Commission. The CCT responds to a range of contacts including enquiries, feedback, out of scope contacts, and complaints via phone, email, web, and post. The Customer Contact Team is a energetic and fast paced environment where no day is the same.

About the Role
The Customer Contact Officer plays a pivotal role at the Aged Care Quality and Safety Commission (the Commission). Customer Contact Officers are the first contact and responder to consumer enquiries from the public and aged care service providers about the quality of aged care services provided by the Australian Government approved service providers, or the functions of the Commission. Working under the general supervision of a Team Leader, Customer Contact Officers respond to a range of communication channels including phone, email, online and post for enquiries, feedback, complaints, and notifications. Customer Contact Officers undertake research and interpret relevant legislation, policies,



and procedures within defined parameters to make decisions and use judgment to determine consumer needs. Position Duties
- Clearly communicate with internal and external stakeholders and provide advice on a range of matters including moderately complex enquiries and out of scope enquiries
- Provide accurate and timely support and guidance to consumers through a range of communication channels including phone, email, online and post for enquiries, feedback, complaints notifications, and the Commission’s enquiry mailbox
- Collect, collate and consider information about complaints in preparation for allocation
- Assess and elevate risks regarding more complex enquiries, and complaints to senior officers
- Apply knowledge of procedures, legislation and delegation to resolve enquiries and elevate matters in a timely manner within agreed service level agreements
- Identify and prioritise consumers who may be experiencing vulnerable circumstances, in distress or who have accessibility needs, and elevate potential issues to the leadership team
- Ensuring accurate records of consumer transactions in the case management system
- Collaborate in a team to assist with workload, knowledge sharing and business improvements which may include virtual or face-to-face with peers as required
- Have knowledge of the Commission risk management framework and relevant legislation,



including guiding others to identify and mitigate foreseeable risks Position Eligibility Requirements (Selection Criteria) To be successful in this role you will need to demonstrate the following:
- Demonstrated customer service experience providing advice and responses to customer enquiries via a range of communication channels
- Ability to research, analyse and apply judgement of procedures, legislation, and delegations to assess risks and elevate more complex enquiries
- Developed interpersonal and written communication skills to actively listen, be resilient, tailor communication to various audiences, and confidently discuss customer concerns and expectations
- Experience having difficult conversations or challenging customer enquiries, to prioritise customers in distress including consumers that are vulnerable or have accessibility needs
- Good attention to detail with the ability to communicate in writing, and update accurate records management of consumer enquiries
- Strong computer skills including the use of the Microsoft Office suite and internal systems.
- Demonstrated internal and external stakeholder management skills to confidently liaise and communicate with a range of audiences
- Ability to work collaboratively with the team to share knowledge, build team capability, and contribute to continuous improvements to enhance service delivery and customer satisfaction
- Effective time management skills to manage high-volpe customer enquiries in accordance with the agreed service level agreement
- Work a standard day of 7 hours 30 minutes on a set or varied roster between the bandwidth hours of 7:00am to 7:00pm, from Monday to Friday
- Attend an onsite four‑week induction Position Notes
- Salary offered will be between $80,425-$84,98

📌 Customer Contact Officer (Brisbane)
🏢 Aged Care Quality and Safety Commission
📍 Brisbane