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Position Details

Reference Number 12108
Position Title Customer Experience Specialist
Employment Type Permanent Full Time
Department Customer Experience Centre
Location Customer Contact Centre K-ESS
Classification Wesley Mission Queensland Administration Employees Enterprise Agreement 2018 - ASU Admin Officer Level 4
Hours per Fortnight 76
Position Summary

Customer Experience Specialist


Your new company

At Wesley Mission Queensland we believe we are our best when our workforce is as diverse, talented and as passionate as the communities in which we live and operate in. We have over 100 years of experience in delivering Disability and Aged Care Services, both in people's homes and in our facilities.

We put the client at the heart of everything we do.

As a Not For Profit organisation, everything we do is for purpose and not profit.  All funds that we receive are invested back into our community services and programs, which provide vital assistance to people throughout Queensland. To learn more about our organisation, please see             

Your New Role

We are passionate about providing exceptional client centred care and support.

As our Customer Experience Specialist you are the escalation point for customers seeking advanced information and support from WMQ.  You will resolve issues and make sure that you determine additional needs as necessary. The Customer Experience Specialist is responsible for ensuring outbound customer calls are undertaken to seek essential feedback and will create reports that help drive improvement and data driven decision making.

This is a permanent role, based in the northern suburbs of Brisbane so no need to worry about parking!  You will work in a high performing team, leading the customer experience within this growing community service provider.  As a Not for Profit organisation, we offer a range of additional benefits as part of your working conditions; some of these are listed below.

About You

We are looking for a caring compassionate professional who has a passion for delivering exceptional customer experience.

You're a high level communicator, excellent leadership qualities as well as advanced analytical and report writing skills.

You will demonstrate excellent time management and organisational skills with the ability to prioritise tasks appropriately, have a high understanding of the Microsoft Office Suite include Outlook and Excel coupled with or experience using a CRM system to support your daily work.

Ideally you will have knowledge of the various funding streams applicable within the WMQ service areas, in particular Aged Care and NDIS.

Demonstrated experience in delivering quality assurance and continuous quality improvement initiatives as well as a demonstrated understanding of working within business performance and target frameworks will also be highly regarded.


Salary Packaging

Product Discounts

Travel Discounts

Access to discounted holiday units

Employee Assistance Program

Working alongside people who love what they do

How to Apply

Applications must include a statement on how you will meet the requirements of the 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 Kelly Olsen at  

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 and are a preferred employer for older workers. Wesley Mission Queensland has been recognised as a GOLD Mental Health First Aid Skilled Workplace by Mental Health First Aid Australia for our strong commitment to embedding the Mental Health First Aid program into our organisation. 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 Staff to potentially enhance remuneration.


Essential Requirements Essential: Must have a current Drivers licence and willingness to drive in the course of work.
Contact Person Kelly OLSEN
Contact Number
Contact Email
Closing Date 25/10/2020
Position Description
Customer Experience Specialist - July 2020.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.