Customer Support Officer | Superannuation | Melbourne CBD

We're on the hunt for Customer Support Officers to join one of Australia's largest and fastest-growing industry superannuation funds in Melbourne CBD. This You'll support members, employers, and third parties across phone, email, and chat, taking real ownership of each enquiry and seeing it through to resolution. It's a fast paced, structured, and genuinely supportive environment where accuracy and the member experience matter.

You'll handle everything from everyday questions to more complex or sensitive situations, helping people navigate their super with clarity and confidence.

The team operates Monday to Friday on a rotating roster between 8am and 7pm. This is an initial 3 month contract with a genuine opportunity to go permanent for the right person. You'll start in the office to connect with the team and build your skills, then move into a hybrid setup with 4 days work from home and 1 day in the office.

What You'll Be Doing

Supporting members, employers, and third parties across phone, chat, and email

Owning enquiries from start to finish, aiming for first contact resolution

Educating members with clear, accurate information so they can make confident decisions

Handling a mix of straightforward and more complex or sensitive enquiries

Making outbound calls to follow up and support wider business activities

Working towards quality,



resolution, and productivity targets

Contributing to a positive team culture and looking for ways to improve

About You

Experience in a customer facing role, ideally in superannuation or financial services

Strong written and verbal communication skills A knack for building rapport quickly and guiding conversations to a resolution

Confident actively listening and asking the right questions to understand what someone needs

Resilient and empathetic, even in challenging or sensitive conversations

Comfortable in a fast paced, structured environment with competing priorities

Sharp attention to detail and a real commitment to accuracy

Happy working across phone, chat, and email

Comfortable navigating complaints and staying professional under pressure

Open to feedback, change, and continuous improvement

Comfortable working in a regulated setting and staying on top of requirements

Open to obtaining RG146 certification as part of your induction (training provided)

Reliable and able to commit to a rostered shift pattern

What's on Offer An immediate start

Melbourne CBD to start, great hybrid set up once you've completed training A supportive team that actually invests in your growth The chance to build real expertise in the superannuation space A competitive hourly rate plus super

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