Customer Experience Officer

This is not your standard customer experience role. Talentpath is partnering with a purpose-driven not-for-profit that helps Queenslanders navigate their tertiary education journey. From students weighing up their options to parents and school professionals trying to understand admissions requirements, you'll help people make sense of what’s possible and how to get there. If you enjoy learning, problem-solving and helping people through important decisions, you'll find plenty to get your teeth into here.

What's in it for you?

• $75,000 + super, with an annual salary review and uplift.
• Three opportunities available – one permanent and two 12-month fixed-term contracts, with genuine potential to transition into permanent employment.
• Regular opportunities for paid overtime at time-and-a-half during busy admissions periods.
• Generous employer-matched additional superannuation contributions.
• Comprehensive onboarding to set you up for success, including two weeks of facilitated classroom training followed by structured buddying and ongoing support.
• Hybrid working after probation, with 3 days from home each week.
• An additional paid day of leave each year to help bridge the gap between Christmas and New Year.
• Free breakfast, healthy snacks and coffee always available in the office.
• A thriving social club and the opportunity to join a monthly breakfast with the CEO.
• Stunning modern offices in Milton with gorgeous river views, close to public transport and off-street paid parking.

About the role
As a Customer Experience Officer, you'll help applicants and key education stakeholders navigate tertiary admissions, providing clear, accurate guidance across phone, email and digital channels.

• These positions have a fixed start date of Monday, 21 September (you must be available to commence on this date.)
• Work Monday to Friday, 8:30am–5:00pm, with your weekends and public holidays free.
• Respond to a variety of enquiries through inbound calls, emails and digital channels.
• Guide applicants through course entry requirements, eligibility, applications, offer competitiveness and alternative pathway options.
• Interpret policies, processes and criteria and apply them accurately to individual circumstances.
• Translate complex information into clear, practical advice, helping applicants understand their options and next steps.
• Manage sensitive or difficult conversations with empathy and professionalism.
• Navigate high enquiry volumes during key admissions and offer periods while maintaining quality and accuracy.
• Work closely with your team and wider organisation to resolve enquiries and deliver a great applicant experience.

About you

• Experience in customer service, administration, reception, education or another people-focused environment, with confidence supporting customers over the phone.
• Experience in higher education, a regulated industry or another complex, process-driven environment will be advantageous, but your ability to learn and interpret high volumes of detailed information is what matters most.
• Strong verbal and written communication skills, with the ability to take complex information and explain it clearly to different audiences.
• The ability to quickly learn, retain and recall large amounts of detailed information and connect the dots between different processes and requirements.
• Sound judgement and problem-solving skills, with confidence interpreting policies and applying them accurately to individual circumstances.
• Patience, empathy and maturity when supporting people through important decisions or managing difficult and emotional conversations.
• Sharp attention to detail and a sense of accountability for providing accurate and consistent information.
• The ability to manage high volumes, competing priorities and repetitive tasks without compromising quality or customer experience.
• A collaborative, team-first approach and genuine willingness to contribute to a small, close-knit and supportive team.

Who are we, and what's next?
Please note: All applications for this position must be submitted directly to Talentpath Recruitment with a resume and cover letter.
If you would like a confidential discussion about this opportunity or your broader career goals, please reach out to Georgia directly. We are committed to supporting you throughout the process and ensuring your application receives the attention it deserves.
We encourage you to apply for this role even if you don't tick all the boxes. Recent research shows that people from disadvantaged and/or underrepresented backgrounds are more likely to scroll past a job if they don't have every single requirement - let's change that. We recognise that people are more than just their CVs and take pride in being inclusive and diverse in our recruiting process.

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