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Customer Service Centre Representative - Heidelberg

Mind Australia
  • Work with a passionate Customer Service team that supports clients within a growing mental health services provider
  • Permanent role | Full time
  • Heidelberg Location

Mind Australia is one of the country’s leading community-managed specialist mental health service providers with a range of residential, mobile outreach, centre based and online services. We have been supporting people living with the day-to-day impacts of mental illness, as well as their families, friends and carers for over 40 years.

We provide practical and motivational support that helps people to develop the skills they need to move on, thrive and improve the quality of their lives. It’s an approach to mental health and wellbeing that looks at the whole person in the context of their daily life. Mind is committed to diversity and social inclusion.

About the role

The Customer Service Centre is a multi-functional program that provides a range of services, manages customer enquiries and facilitates referrals. The team also provides centralised client intake, after hours support, stakeholder relationship management, and family and carer phone support. The Customer Service Centre works collaboratively with operations and service providers to ensure a seamless experience for customers.

We are seeking a self-motivated, empathic Customer Service Centre Representative for a permanent, full time opportunity to work alongside a close knit team in the Heidelberg area. You will be integral in providing administrative support and customer service to enquiries and referrals across the organisation to enable seamless client entry to services.

Key responsibilities

  • Triage and respond to enquiries from customers, provide information and facilitate appropriate referrals to services.
  • Work collaboratively with the team and service providers to ensure a co-ordinated and integrated response to the client’s needs.
  • Deliver timely, accurate data entry and analysis of customer and service performance data to the business.
  • Build and maintain strong relationships with internal and external stakeholders.

What you’ll bring

  • Tertiary qualifications in Administration and/or significant experience in administrative support in Health, Medical or Community Services sectors.
  • Proven experience in administration, stakeholder management, customer support and/or health call centre.
  • Expertise working with customers with mental health issues, complex needs and interacting with families and carers.
  • Proven data management skills, exceptional organisational skills and ability to work autonomously.


  • Attractive Not For Profit Salary Packaging benefits.
  • Monthly Rostered Day Off.
  • Learning, development and career opportunities.


To obtain a position description and apply online visit Jobs@Mind - reference number 14805. 

Mind strongly encourages applications from Aboriginal and Torres Strait Islander Peoples, people with a lived experience of mental ill-health and recovery, and applicants from all cultures, genders, sexualities, bodies, abilities, spiritualities, ages and backgrounds. The successful applicant is required to complete comprehensive reference and background checking prior to employment, including a Working with Children Check, NDIS Workers Screening Check and the ability to obtain vaccinations against COVID-19.

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