Job Description
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Parramatta CBD
Full-time | Hybrid working available
Make a real difference—every single day
At Uniting, we don’t just deliver services—we create impact. Guided by our purpose to inspire people, enliven communities and confront injustice, we support people across aged care, disability, community services and beyond.
We’re now looking for a Senior Customer Service Officer to step into a key role where service excellence meets leadership. This is your chance to combine hands-on customer support with mentoring and guiding a team—helping us deliver on our Customer Promise.
About the role
This is a dual-focused role where you’ll:
• Spend 70% of your time delivering high-quality customer service, supporting clients, families and stakeholders
• Spend 30% leading, coaching and supporting the team, acting as a key escalation point and subject matter expert
You’ll be part of a collaborative and purpose-driven team, ensuring every interaction reflects respect, empathy and professionalism.
What you’ll be doing
Customer Service Excellence
• Handle enquiries from clients, families, staff and service providers with care and professionalism
• Provide accurate, timely information and follow through on queries and complaints
• Manage high-volume communications across phone, email and digital platforms
• Maintain accurate records and meet service level agreements
• Contribute to reporting, insights and continuous improvement
Leadership & Team Support
• Coach, mentor and support team members to deliver exceptional service
• Act as an escalation point for complex enquiries
• Support performance improvement and capability development
• Foster a positive, inclusive and collaborative team culture
About you
You’re someone who leads by example—calm under pressure, solutions-focused, and genuinely committed to helping others.
You will bring:
• Proven experience in customer service within a fast-paced environment
• Previous leadership or supervisory experience (minimum 2–3 years)
• Strong communication skills and the ability to build trust quickly
• High attention to detail and strong problem-solving capability
• Confidence navigating complex systems and stakeholders
• A genuine passion for social impact and supporting diverse communities
Highly regarded:
• Experience in a call centre or high-volume service environment
• Exposure to reporting, data or service insights
Why join Uniting?
• Be part of an organisation that truly lives its values: Bold, Respectful, Imaginative and Compassionate
• Work in a role where your impact is felt by real people every day
• Access salary packaging benefits to increase your take-home pay
• Join a supportive, inclusive and purpose-led team
• Grow your career in a large, values-driven organisation
Our commitment to inclusion
At Uniting, we celebrate diversity and welcome everyone—regardless of background, identity or life experience. We’re committed to creating a safe, inclusive environment where people feel they belong and can thrive.
If you’re ready to step into a role where service, leadership and purpose come together, we’d love to hear from you.
Why Join Uniting?
At Uniting, you’ll be part of a community that values compassion, inclusion and courage. We believe in walking alongside people and communities, creating spaces where care, dignity and belonging are experienced every day.
You’ll join an organisation that lives its values of being Compassionate, Respectful, Imaginative and Bold, while working alongside people who share a commitment to justice, community and meaningful impact.
How to apply
Please send your CV and Cover letter via the job advertisement platform, as this ensures accurate tracking of your application.
Direct applications cannot be accepted.
For more information, please contact Dina Oraha at doraha@uniting.org
Who is Uniting
Uniting NSW.ACT contributes to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services, and spiritual care. We provide care and support for people through all ages and stages of life, with a focus on people experiencing disadvantage and vulnerability. Our purpose is to inspire people, enliven communities, and confront injustice.
Uniting is a Child Safe Organisation committed to promoting the safety, well-being, and inclusion of children and young people.
Empowered by diversity
At Uniting, inclusion isn’t just something we value – it’s how we work. Our culture and practice reflect the vibrant diversity of our colleagues, and the clients and communities we serve.
Note: Employment with Uniting is subject to satisfactory background checks, including a national Police check, Working with Children check, Working with Vulnerable People check, and reference checks.
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