• Great opportunity to use your strong customer service skills & make a difference
• Join an innovative, family friendly, flexible workplace
• Generous conditions of employment including 12% superannuation

About Our Community

Our Community, is a well-established, world-leading, award-winning social enterprise that provides advice, connections, training and easy-to-use tech tools for people and organisations working to build stronger communities. Our vision centres on social inclusion and social equity. Our dream is that every Australian should be able to go out their front door and stroll or wheel to a community group that suits their interests, passions and needs - or log on and do the same.

ICDA, the Institute of Community Directors is Australia’s best practice governance network for not-for-profit boards, committees, councils, schools, and their staff. The Institute delivers information, tools, training, events, qualifications and credentials to not-for-profits of all kinds.

We have an ambitious agenda; we’re not constrained by bureaucracy or boundaries; we’re not interested in internal politics or egos, just in contributing something useful to society. We don't have layers of management, and we don't want someone to be a cog in the wheel of a corporate system. We want you to have plenty of opportunity to make Our Community enterprises your own, and for you to be as excited about their potential as we are.

Our Community House is a city fringe co-working space where government, business and the community sector work together to create a better world. It is a space filled with beautiful art and passionate people who think differently, generate new ideas and challenge the status quo.

As the world’s first social innovation data science and communications lab, Our Community House is where data science and creativity come together to catalyse positive social change.

About the opportunity – Customer Service Specialist

We are looking for an experienced, enthusiastic and energetic professional customer service specialist to join our busy team.You’ll be working with a diverse team of high performing, committed and enthusiastic people who really care about making a difference for people and the not-for-profit sector.

You will provide outstanding customer service and technical support on a wide variety of issues, to members of the Institute of Community Directors and community members of OC House. The role will include face to face customer service together with phone and email-based customer support, you will investigate and respond to queries which will see you diagnose, problem-solve and report issues as required.

You will be responsible for the day-to-day service and support. You will also work with the wider business to ensure that questions and support requests are thoroughly investigated, assessed and responded to with a high level of engagement and service.

Your day-to-day tasks will vary a lot (sometimes exciting, sometimes mundane), but it’s all focused on making not-for-profit organisations more efficient and effective.

You’ll get the opportunity to work in an ethical company with all the excitement and agility of a start-up without the headaches. We’re built on solid foundations, we’re sustainable and successful – but we’ve only just begun. We’re not interested in just keeping things ticking along. We’re builders and we’re on a mission.

About you

You’re a natural problem solver with initiative and ambition. You have highly developed ‘soft skills’: you’re friendly, engaging, compassionate, and calm. You enjoy a lively team environment and work well with others. You will thrive in this busy customer service environment, responding to calls, emails and providing technical support to users. You will have a mind for getting things done and a heart for people and you will set the bar high through the quality of the work you do and the people-oriented decisions you make.

You have the ability to ask the right questions and find the right solutions, to act with integrity and place the customer at the centre of everything you do.

Your outstanding organisation skills set you apart from others, you would be described as resourceful and a self-starter able to handle details well and promote our ethos of innovation, creativity and inclusion. You are unflappable under pressure!

Of course, you have great communication skills, enjoy working as part of a team but equally you are happy to put your head down and focus on the administrative tasks at hand.

Other relevant information:

Please refer to the full position description for further details: Customer Service Specialist.

The nature of this role is quite varied. We know our strength comes from the diversity of our people, so we want people with different experiences and backgrounds to apply.

The Customer Service Specialist role is full-time and reports to the General Manager, ICDA, Adele Stowe-Lindner and Director, OC House. This role is a full time, office based role, it is located at the Our Community House Front of House desk and standard business hours apply.

Our organisation is one that is as supportive and socially conscious as it is agile and explorative. Our DNA of commercial mind and social heart captures who we are at our core. We have a great working atmosphere with an inclusive, fun work culture. Our team is full of highly collaborative, diverse people with awesome skills.

To create a better work-life balance, the Our Community Team works a 4-day week (pay for 5 days). We deliver 100% of the work in 80% of the time for 100% of the pay. We have high productivity, reduced stress levels, improved mental health and great team cohesion.

Our office is located on Wurundjeri Country at 552 Victoria Street (corner of Curzon Street and Victoria Street), North Melbourne. We work in a modern, bright, art-filled, open plan office and operate in a fairly informal manner. We usually share our office with Ned and Holly, our office dogs

The successful candidate:

• An Australian citizen, permanent resident or hold a valid work permit or visa.
• Be prepared to undertake a police check.
• Will be subject to a three (3) month probationary period.