About the Company
Davidson is partnering with a leading national not-for-profit supporting families across Australia. Every interaction has purpose, with a strong focus on delivering the right outcome for families and children.
About the Role
This is a casual contract role running through to October, with a strong likelihood of extension through to March next year.
This is not a basic customer service role. It is a high-volume, fast-paced position requiring confidence in handling complaints, resolving issues, and guiding conversations to clear outcomes. You will manage a mix of customer service, soft sales, and complaint handling, often dealing with emotionally driven situations.
You will be the first point of contact for families and will need to take full ownership of enquiries from initial contact through to resolution.
Key responsibilities include:
- Managing high-volume inbound enquiries across phone, email and web chat
- Handling complaints and escalations with professionalism, empathy and control
- Resolving issues end-to-end while maintaining a strong customer focus
- Identifying needs, overcoming objections and guiding families to suitable solutions
- Recommending alternative options where availability is limited
- Booking tours and supporting families through the enrolment process
- Navigating multiple systems accurately in a fast-paced environment
Hours are Monday to Friday between 7:00am and 5:30pm on a rotating roster. No weekend work.
About You
You are confident handling complaints and don’t shy away from difficult conversations. You know how to de-escalate, take control, and drive a resolution while maintaining professionalism and empathy.
You will bring: - Strong experience in complaint handling within customer service, contact centre or sales environments
- Ability to manage high-pressure, emotionally driven conversations
- A solutions-focused mindset with the ability to take ownership
- Confidence balancing service, sales and resolution outcomes
- Strong communication skills and the ability to build rapport quickly
- High level of reliability and accountability
- Solid system skills and attention to detail
- A current Blue Card, or willingness to obtain one
- Own transport(site is not accessible via public transport)
- Experience in childcare, aged care, health or other service-driven industries will be highly regarded.
The Benefits - Purpose-driven work with real impact
- Potential for extension through to March
- $33.50 per hour + super
- Free onsite parking and staff amenities
- Supportive, high-performing team environment
Please apply with current resume in Microsoft Word format only (.doc or .docx). Want to know more about Davidson? Visit us at www.davidsonwp.com
