Client Services Officer

  • 499509
  • South Melbourne, VIC, Australia
  • APM Assessment Services
  • Call Centre
  • Disability Employment Services
  • jobactive
  • Full Time

About the role

Forget everything you know and expect about working in a call centre customer service team. This is a contact centre environment where you’re encouraged to use your brain, we don't focus on call volume and time KPIs, and you're coached and encouraged to focus on delivering a quality experience for our clients.

As a Client Services Officer within our APM  Disability Employment Services Team in South Melbourne, you will contribute to our growing business by being the voice of the business in organising assessments. Our assessment services range from assisting the elderly to stay living at home longer to helping people prepare for new employment and assisting people re-entering the workforce following injury or illness.  Your new role is central to making the assessment process go smoothly and keeping everyone informed! Your organisational skills will come to the fore in organising assessments, liaising with our assessors and partner companies via telephone and email. 

Working closely with your team leader and fellow team members you will have the opportunity to really help our clients improve their lives. A true passion for awesome customer service is a must and you will find you will be surrounded by like minded people across the company. 


As a Client Services Officer in the APM Service Centre you will be responsible to;

  • Possess excellent phone manner and have a natural flair for helping people help themselves
  • Ensure accurate information and timely responses to new assessment requests, enquiries and concerns through to invoices and sending results to requesting organisations
  • Respond and proactively manage general queries from customers, clients and other APM team members
  • Manage customer information across multiple core information systems
  • Ensure all required documentation is collated in order to effectively liaise with other team members to assist with potential outcomes from customers
  • Ability to multi-task will ensure successful outcomes
  • Lead by example in areas of professionalism, conduct and punctuality
  • Able to liaise with internal and external stakeholders effectively to meet business objectives
  • Attention to detail, initiative and being resourceful is paramount in this role


Your weekends, are yours

This is a full-time role, working across a rotating roster from Monday to Friday, with hours between 8am and 6pm. We can work with you to plan hours that suit your needs.

What we’re looking for

Call centre experience is not required.  In fact, we find that experience in other types of work like retail, sales, hospitality and corporate roles develops skills and life experience that is highly suited to this role. To be successful, you should have a passion for delivering outstanding customer service, be able to work at pace with competing priorities and have a high level of resourcefulness and attention to detail.

We are working in Human Services, it is vital to have a caring nature to ensure client satisfaction is achieved in every interaction.  Working at APM means you will have the opportunity to make a tangible difference to people’s lives.

Benefits associated with working at APM include but are not limited to, being awarded an attractive salary, working in a culture that promotes development and inclusion, fun, supportive team environment surrounded by motivated people, career progression opportunities and vehicle salary sacrifice options.


You will also need to complete a national police clearance on request.

Who are we?

Since starting in 1994 APM has grown to become the world’s largest mission-driven human services organisation.  Initially starting in Western Australia by offering rehabilitation services to companies, APM Group has grown to operate numerous businesses and brands from 671 locations across ten countries with a team of more than 5,000 employees.  Globally, APM teams support over 350,000 people each year to improve their lives.

In Australia we are a leading provider of employment, disability, assessment, health and injury management services in more than 400 locations.  To date APM has assisted more than one million people.

 If you have the energy and passion for this exciting role, join us on our journey and make a positive difference!


Closing date: Applications will be reviewed as soon as they are received so you are encouraged to apply as soon as possible.

Indigenous people, people of culturally diverse backgrounds and people with disabilities are encouraged to apply.

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