Customer Service Officer – Fire Safety & Compliance

Fire safety compliance isn't optional for Australian businesses. You'll be the reason they get it right.

Australian Fire Protection (AFP) Full-Time or Part-Time Gold Coast Office

AFP has been Preparing People For Emergencies for over 20 years. We provide fire training, evacuation diagrams, emergency plans, and compliance services to businesses across Australia. We're a small, close-knit team — and we're looking for a warm, organised, people-focused Customer Service Officer to be the voice of our business and look after our clients from day one.

🔥 Why You’ll Love Working With Us

• Be part of a purpose-driven organisation that makes a real difference

• Flexible hours (full-time or part-time) to suit your lifestyle

• Supportive, close-knit team with full training provided

• Opportunities to grow your skills in customer service, and compliance

• Stable, long-standing business with a strong reputation in the industry
  

🎯 About the Role

This is a customer-first role. You'll look after our existing client base — handling enquiries, processing renewals, following up bookings, and making sure clients feel well looked after. You'll guide clients through their compliance journey, connect them with the right services, and keep things running smoothly behind the scenes.

This role blends customer service, sales support, and relationship management — perfect for someone who enjoys connecting with people and guiding them toward the right safety solutions.

Minimum requirement: 1–2 years in a customer service or client-facing role.

📌 Key Responsibilities

• Be the first point of contact for existing and new clients — phone and email

• Follow up enquiries, renewals, and bookings promptly and professionally

• Guide clients through our service options and help them find the right solution

• Prepare quotes and process bookings using our CRM (training provided)

• Maintain accurate client records and keep the pipeline up to date

• Liaise with our training and operations team to coordinate smooth service delivery

• Support the Director with day-to-day client communications and admin
  

🙌 About You

You’re a self-starter with a positive, solution-focused mindset who thrives on helping people. You’ll bring:

• 1–2 years in a customer service, reception, or client-facing role

• Warm, confident phone manner — you can make anyone feel welcome and well looked after

• Clear, professional written communication — your emails are friendly and error-free

• Organised and reliable — you follow up without being reminded and keep good records

• Positive, solution-focused attitude — you don't pass problems, you handle them

• Comfortable picking up new systems and product knowledge over time

• High integrity — you'll represent a business operating in a compliance environment
  

🌟 What Success Looks Like

• You follow up leads promptly and professionally

• You communicate clearly and confidently with customers

• You stay organised and keep the CRM up to date

• You build trust quickly and represent our brand with pride

• You enjoy being part of a team that values safety, service, and continuous improvement
  

💼 What We Value

• Positive attitude and team spirit

• Honesty and ethical conduct

• Drive to achieve results while supporting others

• Commitment to customer care and safety
  

📄 How to Apply

Please attach your CV and include answers to the following:

1. A client hasn't responded to your last two follow-up calls or emails. How do you handle it — and at what point do you move on? (max 200 words)

2. Tell us about a time you went out of your way to help a customer or client. What was the situation and what did you do? (max 200 words)

We read every application personally — we’re looking for the right fit, not just the right résumé.

🔗 Learn More About U
We've been keeping Australian workplaces safe for over 20 years — and we hire people who care about doing the job properly.

https://link.austfirepro.com.au/Australian-Business-Journal
https://austfirepro.com.au