Consumer Services Officer

Consumer Experience Team | Brisbane (Milton) | Permanent Full-Time $62,000 Base + Super + Salary Packaging | Hybrid Working

Help create exceptional experiences that change lives.

Are you passionate about helping people and delivering outstanding customer service?

Do you thrive in a fast-paced environment where every conversation has the opportunity to make a genuine difference?

This is an exciting time to join Diabetes Australia.

We're investing in our Consumer Experience function and building a central hub of excellence, bringing together new resources, innovative processes, and a highly skilled team focused on delivering exceptional service to people living with, or at risk of, diabetes.

As a Consumer Services Officer, you'll be part of this exciting transformation, helping shape a customer experience that is caring, responsive, and impactful. If you're a people person who loves solving problems and building meaningful connections, we'd love to hear from you.

About Diabetes Australia

Diabetes Australia is the national organisation supporting Australians living with diabetes and those at risk. As a trusted voice in diabetes prevention, education, advocacy and research, we work every day to improve health outcomes for the millions of Australians impacted by diabetes.

Our people are united by a shared purpose: helping individuals and communities live healthier lives through information, support and connection.

About the Role

As a Consumer Services Officer, you'll be the first point of contact for consumers, carers, health professionals and community members seeking information, support and guidance.

Whether you're helping someone understand the services available to them, supporting a membership enquiry, or connecting people with vital programs and resources, every interaction matters.

Please note: This role operates on a roster within our Consumer Experience team, and successful applicants must be available to work flexibly within our operating hours of 8:00am to 8:00pm, Monday to Friday.

What You'll Be Doing

· Delivering warm, professional and compassionate customer service via phone, email and online channels

· Managing inbound enquiries from consumers, carers and health professionals

· Providing information on memberships, programs, events and support services

· Assisting customers to navigate products, services and resources

· Facilitating registrations, memberships and event bookings

· Making outbound calls to support participation in prevention programs and membership initiatives

· Maintaining accurate records and updating CRM systems

· Sharing insights and ideas to continuously improve the consumer experience

· Contributing to the development of our growing Centre of Excellence and customer-first culture

What We're Looking For

You genuinely enjoy helping people and creating positive customer experiences. You're empathetic, resilient and able to quickly build rapport with people from all walks of life.

You'll bring:

· Demonstrated experience in customer service, contact center, healthcare, insurance or similar call environments

· Strong communication and active listening skills

· Confidence navigating multiple systems and applications simultaneously

· Intermediate Microsoft Office skills and sound digital literacy

· Excellent attention to detail and accurate data entry skills

· A positive attitude and willingness to learn and grow

· Flexibility to work rostered shifts within our operating hours of 8am to 8pm, Monday to Friday

· Experience using CRM systems or contact centre technology (desirable)

· An interest in health and wellbeing, with lived experience of diabetes welcomed

Why Join Us?

• Be Part of Something New - Join us during an exciting period of growth as we build a national Consumer Experience Centre of Excellence focused on delivering exceptional service and support.

• Comprehensive Training & Support - We set our people up for success. You'll receive a thorough onboarding program with 4-6 weeks of office-based training and support, ensuring you have the confidence, knowledge and tools to thrive in the role.

• Hybrid Work Model - Following successful completion of training, enjoy the flexibility of working 2-3 days at home.

Benefits You'll Love

· Purpose-driven work that positively impacts the lives of Australians

· Hybrid work arrangements after training

· Up to $15,900 tax-free salary packaging each year, increasing your take home pay with more money in your pocket!

· Access to 100,000+ online learning and development courses

· Employee Assistance Program (EAP)

· Supportive, collaborative and inclusive team environment

· Ongoing career development opportunities

Why Your Cover Letter Matters

We want to get to know you, so tell us:

· Why you're interested in joining Diabetes Australia

· How your experience aligns with this role

· What motivates you to deliver outstanding customer service

· How your values align with our purpose and mission

Diversity & Inclusion

At Diabetes Australia, we value diversity and believe our differences make us stronger. We encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people living with disability, individuals returning to the workforce, and people from underrepresented communities.

Recruitment Process

Applications will be reviewed as they are received and shortlisted candidates will participate in:

· Telephone screening

· Group Assessment / Facilitation Day

· Final reference and compliance checks

Expected commencement: End of September

The successful candidate will be required to complete a National Police Check and Working with Children; we really appreciate your cooperation.

Thank you, we can't wait to receive your application!