Customer Support Officer

Customer Support Officer | Bulcock St, Caloundra | Specific Period Full Time up to 30/06/2028

At STEPS, we believe in empowering individuals through education, training and employment pathways. As our Customer Support Officer (CSO), you'll be the first point of contact for participants, visitors and stakeholders, creating a welcoming and professional experience while ensuring our site administration runs smoothly and efficiently.

About the Role

As the face of STEPS, you'll greet visitors, respond to enquiries, support enrolments, manage phone and email communications, and provide vital administrative support to our site team. This is a varied role where no two days are the same, requiring someone who thrives in a fast-paced environment and enjoys helping people.

You'll play a key role in ensuring participants feel valued and supported while maintaining accurate records, meeting compliance requirements, and contributing to a positive site culture.

Key Responsibilities

• Deliver exceptional customer service to participants, stakeholders and visitors.
• Respond to enquiries via phone, email and face-to-face interactions.
• Support participant enrolment and onboarding processes.
• Maintain accurate records and data entry across internal systems.
• Ensure student files and documentation remain compliant and audit-ready.
• Liaise with internal teams to support seamless service delivery.
• Assist with site presentation, administration and office coordination.
• Resolve and escalate customer issues appropriately while ensuring follow-through.
• Contribute to continuous improvement initiatives and site culture.

About You

You thrive on helping people and take pride in creating positive customer experiences. You are organised, proactive and can manage competing priorities while maintaining a high level of accuracy.

You'll bring:

• Experience in customer service, administration or reception.
• Outstanding communication and interpersonal skills.
• Strong organisational and time management abilities.
• High attention to detail.
• Confidence using Microsoft Office and business systems.
• A positive, adaptable and customer-focused approach.
• The ability to remain calm and professional in challenging situations.

Why Join STEPS?

• Meaningful work that positively impacts the community
• Access to Not-for-Profit Salary Packaging benefits, helping you increase your take-home pay.
• Employee wellbeing initiatives and access to Employee Assistance Program (EAP).
• Supportive and collaborative team environment.
• Ongoing professional development opportunities.
• A diverse, fast-paced role where no two days are the same.

Mandatory Requirements

• Working with Children Check (Blue Card)
• National Criminal History Check.
• Provide evidence of work rights in Australia

Ready to Apply?

If you're a customer-focused professional who enjoys helping people, thrives in a fast-paced environment and takes pride in delivering exceptional service, we'd love to hear from you.

Apply now with your resume and cover letter explaining what makes you a great fit for the role.

Applications will be reviewed as they are received, so don't delay in submitting your application.