Customer Intake and Administration Officer

Western Sydney Location, SCHCADS Award 2010- Level 3, Flexible working arrangements, flexi-time and salary sacrifice packaging.

About Us

SydWest Multicultural Services is the leading community organisation connecting and empowering people of all cultures.  Our purpose is Connecting Cultures & Building Communities.  The values underpinning our work are Accountability, Collaboration and Excellence. Through person-centered services, representation and evidence development we are empowering individuals and building the social capacity of communities. The organisation focuses on people who are vulnerable and most in need across the life course. We have offices in Blacktown, Mt Druitt, Penrith and Rouse Hill.

We offer our staff many benefits such as flexible working arrangements, flexi-time and salary sacrifice packaging. For further information please check this link



The Customer Intake and Administration Officer is part of the organisations Aged Care Services Division. The main purpose of the role is to provide exceptional customer service to new and existing customers, reception duties and administration support to the Aged Care Services team.

The role will effectively assist the team in all tasks required to assist with answering calls, dealing with complaints, follow through intake processes and provide accurate and high standard supportive administration tasks as requested on a daily basis, and in a timely manner. This role will be full-time Monday-Friday 35 hours a week. 


Key Accountabilities

  • Answer all calls directed to the Aged Care team providing exceptional customer service and directing calls to the appropriate staff members;
  • Follow the intake process of accepting new customers for the HCP and CHSP aged care programs via the different referral channels;
  • Deal with client complaints in a polite and exceptional manner and direct the complaint to the appropriate person;
  • Provide administrative assistance to the Aged Care team:
  • Work collaboratively with the team and other teams within the organisation to ensure continuity of support and consistency of comprehensive service delivery when required;
  • Provide a trusted and effective conduit of information within the team;
  • With the assistance of the team keep up to date with contemporary knowledge of aged care sector reforms including understanding of the principles and guidelines;
  • Ensure all Key Behaviours & Organisational values are upheld as per SydWests Policies & Procedures and Code of Conduct;
  • Maintain accurate individual records, data and system compliances;
  • Manage SydWest Multicultural Services resources effectively, economically and efficiently;


Essential Criteria

  • Cert III in Business Administration or at least 5 years experience in a similar role;
  • Excellent interpersonal & customer focused skills, with the ability to engage and build trust & rapport with a diverse range of people;
  • Ability in exercising high levels of judgment, initiative, confidentiality and sensitivity in the performance of work;
  • Exceptional computing skills, including basic operating systems, Microsoft Office & managing databases;
  • Proven ability to work autonomously with minimal supervision with great initiative;
  • Alignment with SydWest MS mission, vision and values and ability to lead others in the practice of these;
  • Understanding of aged care or community services and/or relevant experience;
  • Understanding of the issues faced by elderly people from a CALD background in accessing services;
  • Excellent organisational and time management skills, including the ability to prioritise and manage multiple and competing work tasks and deliver to agreed deadlines;
  • National Police Check or the willingness to obtain one.


What we can offer you:

  •  A place where you can be valued and appreciated through rewards and recognition
  • An amazing Health & Well-being Program
  • Comprehensive Training and Development
  • Work with a professional and dedicated team


  • Resume
  • Cover letter
  • Name and contact details for two professional referees
  • A document clearly addressing how you meet each of the Essential (applicants who do not address the essential criteria will not be considered)


SydWest MS adheres to the principles and practices of equal employment opportunity, workplace health and safety and is a child safe organisation.

09/06/2020 $0 Parramatta & Western Suburbs 1 Administration & Office Support
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