The posting
A little about us
Capricorn is one of Australia and New Zealand’s largest and most dynamic Member-owned organisations. Since 1974, we’ve provided our Members with financial and business solutions to make running a business easier. Our flagship Trade Account offers instant credit with over 1600 Preferred Suppliers, simplified monthly expenses, and a generous rewards program.
We have a strong foundation in the automotive and machinery aftermarkets. Our vibrant community includes over 31,000 Members across Australia and New Zealand, from national franchises to your local family workshop. Last year, Capricorn facilitated nearly $4bn in sales with our Preferred Suppliers.
At Capricorn, we're about more than just products and services. We work hard to ensure that our Members, Suppliers and People feel like they're part of something bigger: a Community which is connected and supported to make a difference, while having some fun along the way!
A little about the role
As a Customer Service Officer, you’ll be a key first point of contact for Capricorn’s existing and prospective Members, Suppliers, Shareholders and authorised business contacts. You’ll listen carefully, understand what each person needs and provide accurate account, product and service support within your scope.
You’ll respond to inbound enquiries, complete identity and authority checks, update records and help customers navigate digital and self-service channels. Wherever possible, you’ll aim to resolve enquiries at first contact, while knowing when to connect someone with the right specialist team.
This is a varied Contact Centre role where clear communication, good judgement and attention to detail matter. You’ll work across multiple systems and information sources, manage competing priorities and collaborate with teams across Capricorn to deliver a consistent and efficient service experience.
Apply for our Assessment Centre Day
We’re recruiting multiple Customer Service Officers, and your application is the first step towards joining us. Shortlisted candidates will be invited to our Assessment Centre Day, where you’ll take part in practical activities and learn more about the role and our team.
- Work through practical customer service scenarios in a group.
- Complete a short interview and mock customer call.
- There’s no single perfect answer. We’re interested in how you approach each activity, share your ideas, listen to others and explain your thinking.
- Meet the team and learn what the role is really like.
- Show how you communicate, collaborate, prioritise and adapt.
If you’re shortlisted, we’ll send you the date, location, timing and preparation details so you know what to expect and can feel ready for the day.
What you’ll bring
You’re a service-focused communicator who listens well, builds rapport and enjoys finding practical solutions. You can stay calm during challenging conversations, work accurately in a busy environment and adapt as customer needs and priorities change.
What’s essential
- Strong verbal communication and active listening skills, with the ability to provide clear and practical support by phone and email.
- A customer-focused approach and the ability to understand, resolve or appropriately refer enquiries.
- Strong attention to detail and a commitment to accurate records, information and service outcomes.
- Confidence learning and using multiple systems, digital tools and information resources, including Microsoft Office.
- The ability to manage high volumes of enquiries and competing priorities while maintaining service quality.
- The ability to follow procedures, controls and escalation pathways, including privacy and confidentiality requirements.
- A collaborative approach and commitment to ongoing learning and capability development.
Highly regarded
- Previous experience in a customer service, contact centre or administrative environment.
- Experience working with procedures, customer records or transaction-based systems.
Qualifications
Relevant customer service or financial services qualifications are desirable. The role requires regulatory accreditation to be completed and maintained.
A little on life at Capricorn
Joining our community is about more than just a job, so here’s what’s in it for you:
- Work flexibility – We’re all unique, and so are the ways in which we work. We have Hybrid (2 days working from home) written into our policy.
- Development Opportunities – your success is ours too. We provide training opportunities and development to give you the tools you need to grow.
- Paid parental leave – during life’s most important times, we support parents’ leave (for both parents) and their transition back to work.
- Get social – our social calendar is full, with a range of different virtual and face-to-face events to keep us connected.
- A place you want to be – from the sweeping city views, coffee on tap and the general buzz of our team, Capricorn is a place you want to be.
- A cherry on top – we’ve got a heap of benefits that our team actually use, including a fantastic reward and recognition program, wellness program, additional leave purchase and so much more!
- Amazing Benefits – Unlock amazing benefits at Capricorn. We offer all staff free gym membership near the office, discounted private health benefits and an inclusive working from home kits to get you started!
Ready to take the next step?
Apply now to be considered for our Assessment Centre Day and the opportunity to join Capricorn as a Customer Service Officer. We look forward to learning more about you.
For further information, support with your application and details on Capricorn, please visit capricorn.coop/careers
