Your Role as a Customer Experience Officer
The Customer Experience Officer is the first point of contact for customers, providing information, advice and support to help individuals, families and carers access the most appropriate WMQ services. The role is responsible for customer intake, triage and referral management, resolving enquiries and delivering a positive, high-quality customer experience across phone, email and other communication channels.
To succeed in this role, you will be able to independently and effectively:
Be the first point of contact for customers, delivering a positive experience and building trust through professional, responsive support.
Respond to customer enquiries across phone, email, online channels and referral portals, resolving issues where possible and referring complex matters appropriately.
Manage client intake, referrals and service enquiries, ensuring timely triage and connection to the right services.
Maintain accurate customer records and referral information across CRM and other operational systems.
Prepare and distribute information and resources to customers, service providers and other stakeholders as required.
Support the collection and analysis of customer feedback, contributing to service improvements and customer experience initiatives.
Participate in quality assurance and continuous improvement activities, including data collection, audits and process reviews.
Work collaboratively within a high-performing team, communicating effectively with customers and stakeholders and contributing to shared performance goals.
What We Offer
Salary Packaging: Maximise your take‑home pay by packaging up to $15,900 each year on everyday living expenses and up to $2,650 on meals and entertainment giving you more in your pocket.
Wellbeing Support: Access to discounts on private health insurance and gym memberships, and free, confidential counselling through our employee assistance program.
Free and Secure Car Parking Employees can enjoy complimentary access to secure parking, ensuring the safety of their vehicles while at work.
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 and typing ability.
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.
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
Apply Now!
Be part of something meaningful - Click Apply today!
The Royal Children's Hospital (RCH) has been providing outstanding care for Victoria's children and their families for over 147 years.
We are the major specialist paediatric hospital in Victoria and our care extends to children from Tasmania, southern New South Wales and other states around Australia and overseas.
With a passionate, highly skilled and committed staff campus wide of over 5,000, we provide a full range of clinical services, tertiary care and health promotion and prevention programs for children and young people.
We are the designated state-wide major trauma centre for paediatrics in Victoria and a Nationally Funded Centre for cardiac and liver transplantation.
When it comes to training and research we partner with the very best. Our campus partners, the Murdoch Childrens Research Institute (MCRI) and The University of Melbourne Department of Paediatrics, along with the RCH Foundation, are on site with the hospital in Parkville. Together, we are committed to improving the health outcomes for children today and in the future.
In 2016–17, more than 85,654 children attended our Emergency Department, 322,291 specialist clinic appointments were held which was almost 70,000 more than the previous year, more than 17,000 surgeries were performed and more than 48,552 children were admitted to our wards.
