Customer Support Officer – Mental Health & Wellbeing

About the Agency

This agency supports Australia’s veteran and Defence community by providing services that help veterans and their families with their wellbeing, mental health, compensation, income support and other areas of support.
It works closely with veterans, their families, Defence, ex-service organisations and other service providers to make sure the veteran community receives appropriate and timely support.

About the Team
The team provides 24/7 national phone support to veterans, their families and other stakeholders. It is often the first point of contact for people seeking information or assistance.
The team works in a busy, supportive environment and focuses on providing professional, respectful and efficient service. Team members work closely together, receive regular coaching and take part in ongoing training and development.

About the Role
The Senior Service Support Officer is a frontline phone and administration role.
The successful candidate will speak with veterans and their families, understand what they need, provide information and connect them with the appropriate services. The role also involves managing client information, completing administrative tasks and supporting the team to meet service standards.
This is not a counselling role. It is a customer service and administration position within a mental health and wellbeing service.

Key Responsibilities

• Answer phone calls from veterans, families and stakeholders.
• Act as the first point of contact and provide professional and helpful service.
• Understand client needs and direct enquiries to the appropriate service or team.
• Use multiple computer systems to record and manage client information.
• Complete accurate data entry and maintain client records.
• Manage phone queues and help ensure calls are handled within required timeframes.
• Provide administrative and front-of-house support.
• Assist colleagues with process and procedure questions.
• Support training and learning activities for team members.
• Follow procedures, privacy requirements, work schedules and performance standards.
• Participate in coaching, training and ongoing professional development.

Must Have

• Strong communication skills and confidence speaking with people over the phone.
• Experience in customer service, administration, contact centre or client support.
• Ability to communicate calmly and professionally with people who may be distressed or vulnerable.
• Strong computer and IT skills and the ability to learn and use multiple systems.
• Excellent attention to detail when entering and managing information.
• Ability to follow policies, procedures and processes accurately.
• Ability to work in a fast-paced, high-volume environment.
• Strong organisation and time-management skills.
• Ability to work effectively as part of a team.

Benefits:

• September start (pending Clearance)
• 24 months assignment
• Location:  Brisbane
• Full-time hours – Monday to Friday

How to apply:

Chandler Macleod is an equal opportunity employer as part of our commitment to creating a diverse and inclusive workplace, Aboriginal and Torres Strait Islander people, disability and culturally and linguistics candidates are also encouraged to apply.

Please note the successful candidate for the role must hold Australian Citizenship.



Application closes on the  21st August 2026