Service Support Officer jobs

We are seeking an experienced Service Support Officer to join our Aged Care Services division.

You will work closely with the Home and Support services team to support the delivery of a high-quality customer experience for our aged care customers. You will be the first point of contact for our customers and home care workers, ensuring provision of person-centred principles and responding efficiently to emerging situations.

The key responsibilities of our Service Support Officers are to:

• Undertake the scheduling of services and allocation of home care staff within the customer

management system.

• Support our aged care customers on a wide range of queries in relation to their services.
• Support our home care staff on a wide range of initial queries in relation to rosters and services.

Pay Rates

• SCHADS Level 3 Pay Point 1: $40.49 per hour
• Saturday rate: $60.74 per hour
• Sunday rate: $80.98 per hour

Estimated fortnightly earnings: approximately $2,693 before tax, excluding superannuation, allowances, on-call payments and any overtime.

About You
You will be someone with strong interpersonal skills who enjoys helping others and can engage with diverse customers who come with complex needs. You will be a true team player and be adaptable to the changing needs of the team and our customers on a day-to-day basis.

You will need to be available to work the following hours, and are not negotiable:

• Saturday 7.5hrs
• Sunday 7.5hrs
• Two weekdays 3.5hrs each day
• May be required to undertake on-call duties with payment as per the SCHADS Award.

You will be required to maintain a dedicated work-from-home workspace, with UCWB providing any additional IT equipment needed to support your role.

Skills and Experience

You will have:

• The ability to work in a high-pressure customer service environment with person-centred

approaches, inclusion and empathy

• Strong problem-solving skills
• Demonstrated ability to acquire and apply knowledge of statutory requirements
• Working knowledge of community networks and services
• The capacity to adapt skills and knowledge to meet a range of customer needs across different

program types

• Demonstrated understanding of outcomes-focused service delivery and community

development principles

• Competence in the Microsoft Office suite of programs and cloud-based software
• Current National Police Clearance and Working with Children Check.

Previous experience in a rostering or scheduling role is not required but would be an advantage.

UCWB

Our purpose: Together we build connected and thriving communities.

Our Values:

• Bold and Brave
• Open and Curious
• Connect and Belong.

Our Strategy:

• Innovate and build thriving communities
• Grow positive impact together with community
• Mobilise our vibrant, engaged, learning organisation.

We build connected and thriving communities with a team of over 220 staff and volunteers. For 140 years, we’ve been walking alongside people to create positive futures and lead independent lives they are proud of. We deliver services in Aged Care, Children & Family, Financial Health, Mental Health, NDIS, and childcare.

At UCWB, we celebrate the power of difference and the strength that harnessing our differences creates. We value the experience and expertise of people from all cultures, ages, spiritualties, disabilities, genders, sexualities, thinking patterns, caring status, bodies and backgrounds. We are committed to action that makes our organisation and the wider community welcoming, safe and inclusive.

What we can offer you

You’re joining an organisation that truly cares about your wellbeing, values what you do and celebrates success.

• Industry-leading job satisfaction and workplace flexibility.
• Salary packaging/tax free income for eligible employees offering 6-12% increase in your

take-home pay (package up to $15,900 per year pre-tax and an additional $2,650 Meals
and Entertainment).

• An equal opportunity workplace where diversity, inclusion and lived experience are genuinely

valued.

• Career and personal development opportunities.
• Personalised support and counselling for mental health challenges for you, your immediate

household members, in person, over the phone or online.

• Flexible leave provisions including access to 4 weeks paid parental leave in excess of the

government scheme for eligible employees, option to apply for up to 2 weeks leave in
advance (upon successful completion of probation) portable long service leave.

• Superannuation Guarantee paid on every eligible dollar earned.
• Discounts on a range of products and services through our salary packaging provider

Community Business Bureau (CBB).

You will thrive in a supportive workplace which celebrates its rich, diverse and inclusive workforce.

Location

This role will be a work from home for the weekend shifts, with the office-based shifts at Bowden just a short walk to the popular Plant 3 and Plant 4 entertainment complex in Gibson Street.

To Apply for this Job

1. Review the Role Profile on the UCWB Recruitment Website and consider whether you meet
the Essential Criteria and the Screening Requirements.
2. For a confidential discussion, please contact Eduardo Navas via email:
Eduardo.navas@ucwb.org.au
3. Submit your application via the Apply Now button and upload your resume and cover letter.
4. Applications close at 5.00pm on Tuesday 8th September 2026, however shortlisting will
commence immediately upon receipt of suitable candidates, and the vacancy may close
earlier.
5. UCWB will provide reasonable adjustments for applicants with a disability throughout the
recruitment process. If you require adjustments, please advise us via hradmin@ucwb.org.au
or by telephoning 8245 7100.