Customer Contact Centre Support Officer (Affirmative Measures)

IBA Level 4 ($92,817 - $98,420)

Locations: Perth, Adelaide, Brisbane or Sydney

The Customer Contact Centre team will support aspiring entrepreneurs, start-ups and established businesses with enhanced IBA's customer experience and support the Business Development team through:

• Improving IBA's responsiveness and reducing call waiting times.
• Improving IBA's responsiveness by activating its internal knowledge systems.
• Ensuring we can meet customer expectations and respond in a timely manner in linewith mainstream lender service standards.

About the Role:

The Customer Contact Centre Support Officer reports to the Customer Contact Centre Coordinator.

We are looking for a Support Officer to be part of our Business Solutions Customer Contact Centre Team. The Team is the first point of contact for customers seeking business support and services. This frontline role will deliver high-quality customer service by responding to web and call enquiries, providing accurate information and guiding individuals and businesses through IBAs range of services and programs supporting IBAs commitment to empowering Aboriginal and Torres Strait Islander people to achieve economic independence and financial wellbeing.

Duties:

Duties include, but are not limited to:

• Respond to inbound calls and web enquiries; assess information provided to determine next steps in the triaging process.
• Assess the level of readiness for customers enquiring about IBA Business products and services through the IBA Business Questionnaire and using active listening, open/closed and probing questions.
• Provide general information, discuss relevant IBA Business Workshops with customers and provide information on sessions date / times to attend.
• Create and manage records in CRM Dynamics 365 and other systems as required.
• Ensure all customer interactions comply with all relevant legislation and in accordance with the training provided.
• Understand and strive to meet or exceed contact centre metrics while providing excellent consistent customer service.
• Develop and maintain constructive and appropriate working relationships with internal and external stakeholders.
• Support the wider Service & Support Team with customer service requests, outbound calls when required.
• Adhere with all IBA policies and procedures.
• Other duties and special projects as required in line with skills and experience.

Required capabilities

These are essential unless otherwise indicated.

Displays Aboriginal and Torres Strait Islander cultural capability

• Awareness and understanding of Aboriginal and Torres Strait Islander societies and culture as well as the demonstrated ability to liaise, communicate and negotiate sensitively and effectively with Indigenous individuals.
• Awareness and understanding of Australian Indigenous issues particularly as they relate to small business.

Communication Skills

• Excellent verbal and written communication skills, active listening, and professional phone voice.

Customer Service Excellence

• Exceptional customer service: customer focused and adaptability to handle different personality types.

Quality and Continuous Improvement

• A high level of attention to detail and quality orientation.
• Constantly looks for continuous improvement opportunities and ways to innovate and encourages others to do the same.
• Take responsibility for correcting problems promptly.

Planning and Organising

• Ability to multi-task, set priorities and manage time effectively.
• Identifies process, tasks and resources required to achieve goals.
• Identifies more and less critical activities and operate accordingly, reviewing and adjusting as required.
• Recognises barriers and finds effective ways to deal with them.

Computer Literate

• Proficiency with computers, especially with CRM software, and strong typing skills.
• Significant personal drive and integrity include:
  • Professionalism and probity.
  • Engaging with risk and showing personal courage.
  • Promoting and adopting a positive & balanced approach to work.
  • Self-awareness and commitment to personal development.

Prerequisite requirements

• Knowledge of our experience working in a customer service contact centre environment is highly desired.

Reference documentation:

• About Us - Our Values
• About Us - Working at IBA
• About Us - News and Publications - Annual Reports

Further enquiries: Kim Notaras, Ph: or email:

Applications:

• Resume
• One page pitch

Closing date: 13 November 2025

The filling of this vacancy is intended to constitute an affirmative measure under subsection 8(1) of the Racial Discrimination Act 1975. This vacancy is only available to Aboriginal and/or Torres Strait Islander people.