Community Culture is the overarching organisation that manages its subsidiary organisations; Great Community Transport (t/a Active Care Network) and Peppercorn Services Incorporated.  Since 1982, our Organisation has been delivering community services to a diverse demographic of community members, we strive to create meaningful change and promote a sense of belonging through our commitment to making a difference in people's lives every day.

Our vision is for a thriving, inclusive community where everyone feels supported, connected, and empowered.

Our mission is to provide compassionate, high-quality services that meet the diverse needs of our clients, fostering well-being and enhancing quality of life across all the communities we serve.

Our Values - a Culture of Courage, Compassion, Collaboration, Commitment, and Connection - are at the heart of everything we do. These values shape our approach to service, guide our decisions, and drive us to support each other, our clients, and our community with integrity and respect.

This Role in The Big Picture

As the first point of contact for many of our clients and community members, the Customer Services Bookings plays a vital role in bringing Community Culture’s mission and values to life. By providing accurate information, compassionate support, and efficient coordination of services, this role ensures every person feels heard, valued, and connected from the very first interaction. In doing so, the Customer Services Bookings actively contributes to our vision of a thriving, inclusive community and upholds our commitment to making a meaningful difference in people’s lives. This role reflects and reinforces our Culture of Courage, Compassion, Collaboration, Commitment, and Connection in every conversation, every booking, and every act of service.

What Success Looks Like

Success in this role means being a consistent, professional, and compassionate point of contact for clients, carers, referrers, and visitors. You respond to enquiries promptly and accurately, in line with the organisation’s Customer Service Charter, and ensure that clients feel heard, supported, and well-informed. You maintain accurate records, manage bookings and waitlists efficiently, and ensure service agreements are in place before services are delivered. You handle compliments, complaints, and incidents with care, ensuring they are recorded appropriately and escalated when needed. The reception area under your care is welcoming, safe, and well-organised, and your interactions reflect our values of compassion, commitment, collaboration, courage, and connection. Ultimately, your success is seen in the smooth coordination of services, positive client experiences, and the trust placed in you by colleagues and the community.

Key Responsibilities

• Enquiry handling- Ensure the diligent handling of enquires in accordance with our Customer Service Charter received via means of phone, in-person, email, mail and online enquires.

• Service information – Provide information about the services that we provide to assist customers and referrers with adequate details to make informed choices, by imparting information on programs, eligibility, fees, feedback mechanisms etc.

• Compliments reporting – Ensure all feedback is handled with care and recorded in the feedback system.

• Complaints handling – Ensure all feedback that is negative or suggestive of improvements is treated respectfully, recorded

• Incident and hazard reporting – ensure that any incident or hazard pertaining to a Team Member or customer is reported via a warm transfer and is recorded in the Incident Management System.

• Customer Service Standards – Ensure all interactions and enquiry handling is in accordance with the organisations Charter of Customer Service

• Inclusive engagement – all interactions are inclusive; trauma informed and accommodate cultural preferences such as language support as needed.

• Mailing list – Assist with maintaining an accurate mailing list for dissemination of service information

• Continuous Improvement – identify and support activities of continuous improvement Bookings

• Verifying Service Agreement- prior to taking service bookings, ensure the client has a current service agreement in place.

• Booking Services – Enter service bookings into the client management system in accordance with the Clients preferences and support needs recorded.

• Waitlist – Where services have a waitlist for bookings, maintain accurate information and confirm if service is allocated or not.

• Service Orders- Enter service orders into the client management system and process orders with external suppliers.

• Payments and refunds – Take payments and process necessary refunds for booked services in accordance with approved delegations and organisational policies.

• Cancelling Services – Record cancelled services and update workflows to ensure smooth operations.

• Reception – Ensure reception is covered in accordance with team schedule which includes checking mail, greeting customers, maintain reception area in safe and inviting conditions, ensuring visitor sign in, locking and overseeing building and locking each business day

Selection Criteria

Required

1. Customer service experience - Demonstrated experience delivering responsive and respectful customer service across phone, email, and in-person channels.

2. Strong communication and interpersonal skills - Proven ability to communicate clearly, professionally, and with empathy to clients, carers, referrers, and colleagues.

3. Experience with bookings and administrative systems - Ability to manage bookings, maintain waitlists, record cancellations, and process payments and refunds using digital client management systems.

4. Attention to detail and accuracy - Proven ability to maintain accurate records and follow through on administrative tasks in line with organisational procedures.

5. Feedback and incident handling - Experience recording and escalating complaints, compliments, and incidents or hazards in accordance with organisational policies.

6. Reception and front desk operations - Experience managing reception duties, including greeting visitors, managing mail, and overseeing front-of-house safety protocols.

7. Digital literacy and adaptability - Confident use of Microsoft Office, email systems, telephony, and client databases, with the ability to learn new platforms quickly.

Desired

1. Qualifications - Certificate III in Business Administration, Community Services, or related field

2. Sector knowledge - Basic understanding of community services, aged care, or disability sectors, including service eligibility, fees, and referral pathways (e.g. CHSP, NDIS, My Aged Care).

Probity Requirements

1. Right to Work in Australia

2. NDIS Worker Screening Check

3. Working With Children’s Check

Further Information

For further information or a copy of the position description, email us at **@communityculture.org.au