About Us People with passion, connected by hope for a more compassionate, just and inclusive society is our story – what’s yours? Everyone has a story. And here at Wesley Mission Queensland, we feel privileged to stand alongside the families, children, couples and seniors that we support each year. We’re an innovative and responsive not-for-profit community service provider, helping people across Queensland build stronger and more inclusive communities since 1907. Join a Team Where Your Work Truly Matters At WMQ’s Customer Experience Centre we’re more than colleagues – we’re a close-knit and dedicated team making a real difference in our community. As a Customer Experience Officer, you’ll be part of an outgoing and friendly team that believes inclusivity and genuine connection are just as important as excellent customer service. Every day brings an opportunity to represent WMQ’s mission and make an impact by creating meaningful moments with those we support. If you’re a people-person with a vibrant attitude and a positive spirit, you’ll feel right at home with us. Why Join WMQ’s Customer Experience Team? Purpose-led practice – Be part of a not-for-profit organisation that puts people, not profits, at the heart of care. Attractive Remuneration plus packaging benefits – Boost your take-home pay by up to $18,550 annually through not-for-profit tax concessions. Hybrid working opportunity – Access work flexibility with hybrid working arrangements. We promote a culture that values personal time and well-being. Career development – Structured induction, mentorship, and professional growth pathways. Free and Secure Car Parking – No more paid parking Employees can enjoy complimentary access to secure parking, ensuring the safety of their vehicles while at work. Career development (Mental health roles – delete) – We offer access to our 1-1 Practice Team Culture – Be part of a collaborative and supportive team that values your skills and wellbeing. Perks and Benefits – We love our employee benefits, and you’ll love them too! Get discounts on private health insurance, gym memberships and travel and so much more Recognition Programs – We want our employees to thrive in an environment where recognition is valued, and achievements are rewarded. Your Role as a Customer Experience Officer In this role, you will deliver a quality and personalised service and experience to current or prospective Wesley Mission Queensland customers. To succeed in this role you will be able to independently and effectively: Build trust and confidence with new and existing customers as their first point of contact and ensure that customers who contact WMQ are provided with a positive first experience with the organisation. Escalate any customer issues including feedback and complaints that are unable to be resolved to the appropriate person. Support a customer centric culture that maintains their needs at the heart of all activities including identification of additional service opportunities. Provide an initial triage and screening of customers to ensure their queries are either resolved or referred to the appropriate service area within required timeframes. Action new and existing client enquiries including intake into discrete WMQ services. Participate in quality assurance/continuous improvement processes through data collection, internal audits, improvement planning review and monitoring to provide feedback to service areas as required. Adopt and utilise a positive, solution focused and collaborative approach to meeting customer needs. Contribute to a performance driven team environment within the Customer Experience Centre and with other areas across WMQ. What We’re Looking For Strong interpersonal, oral and written communication skills including a courteous phone manner, with the ability to develop and maintain effective relationships with all stakeholders. High verbal, written and digital communication skills including strong computer literacy. Time management and organisational skills and ability to prioritise tasks effectively. Ability to build rapport with people from all cultures and backgrounds with a focus on delivery of a positive customer experience. A Valuable Addition, Yet Not a Must-Have! Previous experience in an aged-care or non-for-profit setting Essential Requirements Proof of COVID-19 vaccination status (or as required by legislation and WMQ policy) Relevant probity checks required by legislation and WMQ Limited policy. Current Driver’s Licence and willingness to travel for work Why WMQ? We value diversity, strive for inclusion, and come together to walk alongside those in need to provide hope and compassion. We are committed to working collaboratively to help you grow, support your wellbeing, and enable you to be your true self each day aligned to our mission and values. Along the journey, we will encourage you to find your story. We offer our team members: Support from our Employee Wellbeing Program – we are recognised as an Advanced Mental Health First Aid Skilled Workplace! Access to salary packaging benefits that enable you to increase your take-home pay Discounted allied health services such as nutrition, physiotherapy, occupational therapy, and remedial massage Access to discounts on private health insurance, gym memberships and travel WMQ's vision for reconciliation is for all people to stand unified in an equal and inclusive future. We commit to enhancing opportunities for Aboriginal & Torres Strait Islander People and celebrating diversity. As part of our commitment to Reconciliation we encourage applications from Aboriginal and Torres Strait Islander Peoples.
