Customer Support Officer

Guide Dogs Victoria provides high quality training to maximize the independence of people living with low vision or blindness. Our professional services extend beyond the provision of guide dogs, and include innovative children’s mobility programs, orientation and mobility training for adults and people living with an acquired brain injury (ABI), and social networking programs to support active community participation.  Guide Dogs Victoria is also Australia’s most trusted charity and an employer of choice in the disability sector. Our staff enjoy an inclusive and collaborative working environment where talent is recognised and innovation is encouraged.

Guide Dogs Victoria has a full time, permanent opportunity for an experienced professional to join our Client Services Team as a Customer Support Officer based in Kew.

In this role you will be responsible to: 

• Welcoming visitors to Guide Dogs Victoria’s reception and maintaining the reception waiting area to high standards of presentation;
• Contributing to the promotion of GDV as a first-choice provider of service to people with low vision and blindness;
• Be the first and primary contact for all incoming phone calls to Guide Dogs Victoria;
• Engage and build working relationships with Clients, GDV Practitioners and Volunteers;
• Respond to enquiries and initial steps of a referral in a timely manner;
• Identify and discuss relevant support and service options together with the Client and connect them with relevant services and supports from within Guide Dogs Victoria;
• Organise and provide administrative support for Client programs.

The successful candidate will have:  

• Certificate III in a relevant discipline (i.e. Disability, Medical Reception) or equivalent industry experience is desirable;
• Exceptional customer service and communication skills;
• Well-developed engagement, listening and telephone counselling skills;
• Ability to be resourceful so as to identify relevant information and resources for Clients;
• High level understanding of the support and services provided by Guide Dogs Victoria;
• Great problem-solving skills, and excellent verbal communication skills, good grammar and enunciation;
• Experienced in accurate data entry and Microsoft suite programs (Salesforce experience preferred);
• A strong client and customer focus and a commitment to person centred service practices;
• A commitment to live the values and behaviours of Guide Dogs Victoria; and
• A strong alignment with the vision of Guide Dogs Victoria in delivering independence to people who are blind or have low vision.

Benefits that Guide Dogs Victoria offer:

• A competitive remuneration package is available commensurate with skills and experience, which includes tax free salary packaging of up to $18,550;
• 6 weeks paid parental leave for the primary care giver;
• A week of Study Leave and educational assistance up to the value of $2,000;
• Access to an external mentoring program with the Institute of Managers and Leaders;
• Employee assistance program for employees and for members of their household;
• Annual onsite flu vaccinations or vouchers for vaccinations close to home with participating partners; and
• Quarterly Reward and Recognition program and recognition of service milestones with gift vouchers.

Mandatory for all new staff to Guide Dogs Victoria: 

Guide Dogs Victoria is a disability service provider that is captured by the Victorian Government COVID-19 vaccination Pandemic Orders

All employees are required to comply with COVID-19 vaccination requirements as a condition of their employment, including third dose vaccinations.  Vaccination evidence or valid medical exemption must be provided prior to the commencement date.

Please submit your application inclusive of a resume and cover letter to hr@guidedogsvictoria.com.au.

Guide Dogs Victoria welcomes applications from people with disability, including those with low vision and blindness. We acknowledge the rights of people with disabilities to have equal opportunity for participation in meaningful employment and are committed to increasing the representation of people with disability in our workforce.