Expression of Interest (EOI): Customer Care & Intake Officer
Engagement Type: Initial 6-Month (Labour-hire arrangement; extension/duration subject to operational need and performance)
FTE / Hours: Full-Time preferred (Part-time / minimum 3 days per week considered; subject to workload delivery)
Location: Melbourne CBD base
Pay Rate: $63 - $72 ph + Super
About the Opportunity
An Expression of Interest (EOI) is open for an empathetic, proactive, and organised Customer Care & Intake Officer to join an essential surge and rapid-response initiative.
In this role, you will act as a primary frontline touchpoint for community members and partner agencies.
You will triage inbound community recovery and assistance requests, conduct program intake, and provide vital administrative coordination to fast-moving response teams.
Key Responsibilities
Frontline Triage & Intake: Serve as the initial point of contact for community assistance enquiries, delivering calm, trauma-informed phone support to individuals navigating complex or stressful circumstances.
Program & Service Intake: Facilitate intake and workflow coordination for key community assistance programs and state-supported relief services.
Operational Coordination: Liaise between affected community members, regional teams, external stakeholders, and inter partners.
Administrative & Program Support: Provide structured administrative support to leadership and program managers, including drafting briefs, tracking operational action items, managing schedules, and preparing correspondence.




Data & Privacy Management: Accurately record client interactions, intake assessments, and case notes within internal database/CRM systems adhering to privacy and recordkeeping standards.
Key Requirements & Capabilities
Frontline Customer Service / Intake: Proven background in high-volume phone intake, customer care, call centres, or community services.
Operational Administration: Demonstrated experience handling administrative support, calendar management, and action tracking in structured environments.
Trauma-Informed Practice: Solid active listening skills, empathy, and professional boundaries when supporting community members in high-stress situations.
Systems Literacy: Confident using modern office suites and client/case management systems (experience with CRM platforms such as Salesforce is highly advantageous).
Work Ethic & Mindset: Honest, accountable, punctual, and proactive, with a willingness to learn and foster a supportive team culture.
Licence & Mobility: A valid, unrestricted driver's licence is required to support occasional scheduled regional travel 1-2 per month.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all.
We actively encourage applications from any background.
qualification
Proven background in High-volume call center role
Strong administrative experience
systems proficiency
active listening skills and empathy.
working at
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📌 Customer Service & Intake Officer (Melbourne)
🏢 Randstad Pty
📍 Melbourne