• Communicate with global Lush customers through various channels, including phone, chat, text, and email • Handle customer feedback and answer questions using trained methods and tools • Assist with responding to customers in crisis situations • Assist customers with digital orders • Quickly identify and solve problems on the spot to address any customer issues while providing technical and troubleshooting support • Stay up to date with brand and product training to provide information on products and company initiatives. • Educate customers on our brand values • Drive sales through effective Product recommendations • Investigate lost packages with our transport partners • Follow and promote all company policies, guidelines, procedures, and expectations • Follow and maintain all data privacy procedures to ensure the safety and security of customer information • Meet and exceed service levels and departmental goals • Consistently deliver a world-class customer experience

• You’ll be taught everything you need to know about shipping—no prior knowledge required! • You’ll work collaboratively around a flexible schedule with your crewmates that may include weekends, evenings and some holidays. • You’ll use your exceptional typing skills to write rapid-fire live chat responses to any customer that needs your help… • You’ll teach customers how to best use Pirate Ship to save more of their loot. • You’re comfortable in a remote environment where there’s lots of change. • You’re able to work from home and connect with your crewmates throughout the day over chat, voice, and video through company provided equipment. • Share your experience, expertise and interest with the crew to enhance our fun and progressive culture. • You’ll have fun interactions with customers that nobody else can beat!

• Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service, utilising Phone, Email, Chat, and other appropriate mediums. • Identify customers’ specific support and configuration requirements, set expectations, and resolve issues, delivering against your key performance indicators (KPIs). • Ensure all cases are resolved or escalated to the respective stakeholder in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising your caseload appropriately. • Ensure all customer (internal and external) issues are logged accurately in SiteMinder’s CRM tool (Salesforce). • Actively participate in product enhancement and training sessions (F2F, virtual, or self-learning). • Help develop and evolve our SiteMinder products and systems by providing innovative and comprehensive feedback. • Test compatibility of new features with existing product features and systems, documenting observations and outcomes. • Keep up to date with technical and feature developments by attending workshops, reviewing internal publications, and participating in F2F and virtual training sessions. • Unlock the potential in our support process by identifying and taking ownership of improving our various methods and processes.

Role Description As a Support Officer, you’ll provide responsive, accurate, and empathetic support to individuals accessing the Leaving Violence Program. You’ll help resolve enquiries, provide program information, and ensure people can access the assistance they need safely and efficiently. This role is ideal for someone who thrives in a fast-paced, high-volume environment and is motivated by purpose-driven work. - Providing calm, professional support via phone and digital channels - Responding to enquiries and providing clear information about the program and supports available - Managing case updates, system access issues, and general troubleshooting - Supporting digital payment card and service-related enquiries - Coordinating appointments and warm transfers to specialist teams when needed - Maintaining accurate and confidential records in CRM systems - Ensuring all interactions are trauma-informed, respectful, and compliant Qualifications - Demonstrated experience working in a high-volume contact centre or call centre, managing back-to-back inbound and/or outbound calls while delivering exceptional customer service. - Experience supporting customers through complex, sensitive or emotionally challenging conversations, with the ability to remain calm, empathetic and professional. - Strong verbal and written communication skills, with the ability to build rapport, actively listen, and communicate clearly with people from diverse backgrounds. - Proven ability to accurately document conversations while navigating multiple systems, including CRM and case management platforms, in a fast-paced environment. - Excellent organisational skills, with the ability to prioritise competing tasks, manage your time effectively, and maintain a high level of attention to detail. - The ability to follow established policies, procedures and legislative requirements, work within scope, and appropriately identify and escalate risk when required. - A commitment to providing an inclusive, culturally safe, trauma-informed and person-centred service to victim-survivors from diverse communities. - The ability to meet quality and service delivery expectations while managing a high-volume workload. - Availability to work full-time (37.5 hours per week), Monday to Friday, across rostered shifts between 8:00am and 6:00pm. - The ability to work 100% from home with a private, secure workspace, reliable high-speed internet, and a commitment to maintaining confidentiality. - Holds a current Working with Children Check (WWCC), or the equivalent check applicable to the state or territory in which you will be employed, prior to commencement. - Able to successfully complete all required pre-employment screening, including a National Police Check (NPC), reference checks, right to work verification, qualification verification (where applicable), and any other required employment checks prior to commencement. Benefits - Free Telstra mobile & plan (eligible employees only) - 25% off Telstra products & services - 16 weeks paid gender-equal parental leave + extra leave options - Career breaks, study support & ongoing learning programs - Free 24/7 professional support for you & your family - Employee rewards program: discounts on shopping, gyms, movies, health insurance & more