Customer Experience Officer

• 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 highquality 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 endtoend client journey.

About You:

Youre an experienced customer service representative with a background in community services education health or training environment. Youre passionate about learning as a tool for healing and empowerment and you thrive in dynamic community-focused environments. Youre 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 anongoing fulltime opportunity based inSouth Melbourne within ourMacKillop 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. login issues website navigation form errors joining Zoom/Teams).
• Maintain and contribute to an uptodate 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).
• Dataliterate: 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 deescalation 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 clickAPPLY. ThePosition Descriptionis available for review at the bottom of the page.

For more information please contact:Ellen Mueller on

Why Join Us!

• Salary packaging Maximise your take-home pay with up to $18550 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 encourageAboriginal and Torres Strait Islander peopleto 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.