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Position Details
Reference Number 11548
Position Title Contact Officer
Employment Type Fixed Term Full Time
Department Customer Contact Centre
Location Customer Contact Centre K-ESS
Classification ASU Administration Employees 2018 - ASU Admin Officer Level 3
Hours per Fortnight 76
Position Summary

Contact Officer


Wesley Mission Queensland (WMQ) is a large and dynamic organisation with more than 65 locations throughout South East Queensland supporting 100,000 Queenslanders every year. As a not-for-profit organisation with over 100 years' experience in delivering care, Wesley Mission Queensland has a history steeped in hope, respect, compassion, empowerment, innovation, justice and integrity. To learn more about our organisation, please see &


The WMQ Customer Support Centre is a dynamic hub of multi-channel communications operated by our small busy team of Contact Officers. The team respond to enquiries, referrals and general communications from external and internal customers across multiple service outlets across SE Qld. The role of Contact Officer proposes an opportunity to join our growing Service Navigation team spearheading support for new and existing customers at Wesley Mission Queensland. Enjoy the benefits of working for a multi-faceted service organisation with generous salary packaging options.


The Contact Officer will have advanced verbal and written communication abilities and advanced computer skills. Previous applicants for Contact Officer need not apply.


Key Responsibilities Include:

  • Align one's workplace behaviour in accordance with the Wesley Charter and Wesley Mission Queensland's Vision, Mission and Values.
  • Provide all individuals' who contact the Customer Contact Centre with a positive experience when responding to their enquiries.
  • Listen to and understand the needs of customers and use problem-solving skills to work with them to identify the most suitable care and support services to meet their individual needs.
  • Ensure all communication and interaction with customers is respectful, empathetic and reflects the WMQ values.
  • Maintain a high level of discretion and confidentiality through all interactions.
  • Undertake preliminary assessments of customers to direct them to the most appropriate WMQ services team.
  • Document commencement information to enable managers and client liaison officers within the service lines to facilitate admission or entry into a site or service.
  • Promote the suite of WMQ services and identify opportunities for up and/or cross marketing of services.
  • Where suitable services are not available through WMQ, refer customers to an alternative service or provider.
  • Create and maintain accurate records of customer enquiries and any follow-up actions required.
  • Provide WMQ staff and service providers with accurate and timely information regarding WMQ service types and availability.
  • Facilitate and build effective and positive relationships with all internal and external stakeholders.
  • Work effectively with WMQ Client Service Coordinators and Liaison Officers to ensure customers experience a seamless entry into WMQ services.
  • Undertake general administration and reporting tasks as required.
  • Record all  feedback received by the WMQ Customer Centre and direct to appropriate teams.

Applications must address the 'Qualifications, Knowledge and Requirement' for this role (contained within the attached position description) and are to be submitted online at by 4pm of the closing date. 


For more information, please contact Susan King or Michelle Williams via 1800 448 448


Wesley Mission Queensland's Vision is a compassionate, just and inclusive society for all.  We are committed to EEO, OH&S, Ethical Practices and the principles of Cultural Diversity.  We are a preferred employer for older workers.  Successful applicants are expected to abide by the WMQ Code of Conduct.  Relevant criminal record checks will be undertaken on recommended applicant.  To view our Privacy Policy, please click here.  Salary Packaging is available to permanent Staff to enhance remuneration.

Essential Requirements Essential: Must have knowledge of community care services and recent contact centre experience.
Essential: Must have proven excellent customer service skills, excellent english and excellent verbal and written communication skills.
Essential: High level of computer literacy with experience in managing multiple IT platforms and systems.
Contact Person Susan KING
Contact Number (18) 0044 8448
Contact Email
Alternate Contact Person Michelle Williams
Alternate Contact Number (18) 0044 8448
Alternate Contact Email
Closing Date 16/08/2019
Position Description
Contact Officer.pdf Open
Application Guide View Guide
Please note that this position will close at 11:45pm on the closing date.
Please ensure your application is added before this time as we do not accept late applications.