Customer Experience Officer

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MacKillop Family Services is hiring a full-time Customer Experience Officer in Frenchs Forest NSW, within MacKillop Seasons, to deliver consistent experiences across the client journey. You will handle enquiries, registrations, orders and related processes, and record interactions and financial data accurately, providing timely, empathetic support to external clients and internal teams. Key fit: proven customer service experience in education, health or NFP settings; data literacy with templates and reports; strong organisation, attention to detail and the ability to meet deadlines; excellent communication, active listening and de-escalation skills; commitment to culturally safe practice. Apply via APPLY, address all Selection Criteria, review the Position Description, and contact Ellen Mueller at [email protected].

• Support the smooth administration of enquiries, registrations, orders, and related operational processes.
• Accurately record customer interactions, registrations, orders, and financial information.
• Provide timely, accurate, and empathetic support to external clients and internal stakeholders.

About the Role:

The Customer Experience Officer is responsible for enabling high‑quality and consistent experiences for external clients and internal stakeholders engaging with professional learning programs delivered by The MacKillop Institute and MacKillop Seasons. The role sits within the operations function and contributes to the effective administration, coordination, and continuous improvement of customer interactions across the end‑to‑end client journey.

About You:

You’re an experienced customer service representative with a background in community services, education, health or training environment. You’re passionate about learning as a tool for healing and empowerment, and you thrive in dynamic, community-focused environments. You’re confident working independently, skilled in facilitation and relationship-building, and committed to culturally safe, inclusive practices. You have strong organisational skills, excellent communication skills, attention to detail, and the ability to meet deadlines in peak periods.

This is an ongoing fulltime, opportunity based in Frenchs Forest NSW within our MacKillop Seasons Program.

What You Will Do:

• Provide professional, empathetic support via phone, email and chat for internal/external queries.
• Use active listening and effective questioning to understand needs and select the right resolution pathway (e.g., briefing clients on training options, connecting to a project partner, or triaging to the appropriate team member).
• Support customer registration for training/events and assist with basic technical troubleshooting (e.g., log‑in issues, website navigation, form errors, joining Zoom/Teams).
• Maintain and contribute to an up‑to‑date knowledge base and standard operating procedures.
• Recommend improvements to processes, templates, or automations that reduce customer effort or internal workload.

Key Selection Criteria:

• Demonstrated experience in customer service or operations (education, NFP, health or training environments preferred).
• Data‑literate: comfortable working with templates, lists and reports; committed to data quality and governance.
• Strong organisation and multitasking; accuracy and attention to detail; ability to meet deadlines in peak periods.
• Excellent communication (written/verbal), active listening and de‑escalation skills; consistent empathy under pressure.

Please address the full Key Selection Criteria outlined in the PD as part of your application.

For a full position listing, please click APPLY. The Position Description is available for review at the bottom of the page.

For more information, please contact: Ellen Mueller on [email protected]

Why Join Us!

• Salary packaging – Maximise your take-home pay with up to $18,550 tax-free benefits
• Fitness Passport – Discounted access to gyms and fitness centres for you and your family
• Employee Assistance Program – Free support for your wellbeing, including counselling and health coaching
• Supportive Environment – Monthly check-ins with your manager to support your growth
• Sanctuary Organisation – We use the Sanctuary Model to create safe, healing environments for staff and communities

Requirements:

• Satisfactory Criminal History Check (paid for by MacKillop)
• Valid Employee Working with Children Check
• Valid and current NDIS Workers Screening Check (for client-facing roles)

Our Commitment:

MacKillop celebrates diversity and is committed to creating a culturally safe and inclusive environment for all. We strongly encourage Aboriginal and Torres Strait Islander people to apply.

Shortlisting may commence immediately, so please submit your application as soon as possible.

Curious about the MacKillop vibe? Jump onto Instagram and follow @mackillopcareers for a fun, inside look at our team culture.