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Customer Support Officer


  • Ongoing full-time position
  • Thornbury location
  • Competitive remuneration package with salary packaging benefits available

About the organisation

We are a leading community support organization working alongside people to live the life they aspire to, their way, providing a broad range of support in Homelessness, Justice, Disability, Palliative Care, Early Childhood Intervention Services (ECIS), and Early Years and Education service areas. A career with us means you are part of an organisation making a real difference.

Find out more about us!

About the role

The Customer Support Team provides a single point of access into Disability Services to people with a disability, their families and carers. Customer Support also functions as an information and referral service for people with a disability their families and carers and other service providers.

The Customer Support Officer ensures high standards of service delivery to people with disability through appropriate management and allocation of disability workers to customers and/or service requests in accordance with relevant legislations, regulations and requirements.

Duties include but are not limited to:

  • Acting as the first point of contact for referrals for new services and appropriately managing prospective customers’ enquiries.
  • Providing accurate and timely information to customers, their families and other service providers.
  • Monitoring customers’ funding packages and managing service offerings to customers accordingly.
  • Providing support to disability workers while they are performing shifts where necessary, ensuring that all components of the service delivery are appropriately managed.

Skills & experience include but are not limited to:

  • Experience working in a contact-centre environment.
  • Highly developed communication and interpersonal skills, including the ability to work and communicate effectively with the people we support, families, community agencies and other professionals and to deal with and manage conflict effectively.
  • Effective time management and organisation skills to ensure efficient service delivery and prioritisation of work tasks.
  • Computer literacy, including proficiency in Microsoft Office.
  • Ability to work through problems and develop appropriate solutions.

Download position description for the full duties and key selection criteria.

For enquiries about this role please contact Therese O’Beirne, Senior Manager Community Services via email.


We offer a competitive remuneration package including an attractive salary, access to tax-effective salary packaging arrangements and supportive work/life balance provisions. MCM recognises the importance of investing in the training, learning and development of our employees.

How to apply

Aboriginal and Torres Strait Islander people are encouraged to apply.

Applications should include a current CV and Cover Letter addressing the ‘Skills and experience’ outlined in this advertisement.

Applications to Luke Madzell, Workforce Manager via email

Applications close at 5pm on 29 August 2019. We reserve the right to interview prior to the closing date. 

As part of MCM’s recruitment and selection process, applicants will be required to undergo a pre-employment safety screening checks process. Successful appointment to a position will be subject to, but not limited to, the following checks: National (and International if applicable) Police Check, Victorian Employee Working with Children Check, Right to Work in Australia, Disability Worker Exclusion Scheme Check, and current and valid driver license. All costs associated with safety screening checks with the exception of the National Police Check will be at applicants’ expense.

Our commitment to diversity

At MCM, we embrace differences in gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation. We know that diversity and inclusion helps us to attract, recruit, engage and retain a team of talented people. If you require specific support to apply for this position, please advise the recruiting manager whose contact details are listed in the advertisement. We will work with you to identify the best way to assist you. 

Our commitment to safety

MCM is committed to the safety of its clients and employees, taking a zero tolerance approach to violence within the workplace and abuse, including child abuse and abuse of people with disability. All employees are required to comply with the Child Safe Standards.

Position details

  • Date posted

    14 August 2019
  • Closing Date

    29 August 2019
  • Location

  • Work type

    Full Time
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