Customer Support Partner

About us
 
Join us during an exciting period of growth in an agile, fast‑moving and commercially grounded environment, shaped by pragmatic decision‑making, strong leadership alignment and people practices that enable sustainable growth.
  
The organisation also reflects a family‑office ethos — thoughtful and compassionate leadership, deep trust, high employee engagement, and a culture built on integrity, discretion and meaningful impact. Our work is purpose‑led and values‑aligned, delivering outcomes that benefit people, communities and the planet.

About the Role
As a Customer Support Partner, you will be the first point of contact for customers, providing empathetic support, managing enquiries, assessing affordability and hardship requests, resolving complaints, and ensuring high-quality customer outcomes. You will work across multiple communication channels while maintaining compliance, data integrity, and service standards.

Key Responsibilities:

Customer Engagement & Support

• Provide professional and empathetic support via phone, email, SMS, letters and digital channels.
• Manage customer enquiries, complaints and requests, ensuring timely and accurate responses.
• Assess customer needs and circumstances, explaining processes and support options clearly.
• Triage matters and refer complex or specialist cases to the appropriate teams.
• Maintain regular customer communication, updates and follow-ups.
• Work with customers, authorised representatives, financial counsellors and internal stakeholders to achieve positive outcomes.

Hardship & Payment Assistance

• Conduct affordability assessments and discuss sustainable repayment options.
• Establish and manage payment arrangements within delegated authority.
• Identify customers experiencing hardship and provide appropriate support pathways.
• Refer complex assistance requests, waivers, settlements and exceptions for approval.
• Connect customers with relevant internal and external support services where required.

Case Management & Complaints

• Manage customer cases from initial contact through to resolution or handover.
• Review customer accounts, correspondence and supporting documentation.
• Identify, record and escalate complaints, disputes, hardship requests and high-risk matters.
• Support investigations by gathering information and maintaining accurate records.
• Ensure compliance with service-level agreements and complaint-handling requirements.

Data Quality & Compliance

• Maintain accurate and up-to-date customer records and case notes.
• Verify customer identity and protect privacy and confidentiality.
• Complete quality assurance checks and validate data accuracy.
• Monitor workloads, inboxes and assigned tasks to meet service standards.
• Identify emerging risks, process improvements and operational efficiencies.
• Contribute to performance measures relating to quality, compliance, customer outcomes and resolution timeframes

What We’re Looking For

• Strong customer service, communication and relationship-building skills.
• Experience handling customer enquiries, complaints, hardship or support cases.
• Ability to assess situations, solve problems and make sound decisions.
• High attention to detail with strong administrative and data management skills.
• Resilient, empathetic and able to manage sensitive conversations professionally.
• Comfortable working in a fast-paced, target-driven and compliance-focused environment.

What You’ll Gain

• Competitive salary with a performance-based bonus structure
• Opportunities to positively impact the lives of everyday Australians
• A structured and engaging training program designed to ensure success in your role
• Career progression opportunities and professional development pathways
• A supportive, non-bureaucratic culture where your ideas for improvement are welcomed
• Great work culture with your success being our priority
• Work-life balance support
• Access to our Employee Assistance Program (EAP)
• Discounts on restaurants, wellness programs, yoga, massages, and more through our employee perks program.
• Monthly wellness day

What Sets Us Apart
We’re more than just a workplace – we’re a community. You’ll be supported by leaders who genuinely care about your success, value your ideas, and want to see you grow. Your development matters here, and your contributions help shape the future of our customer experience.