Position: Customer Contact Centre Coordinator (Affirmative Measures)

Salary: $103,843 - $115,131 plus 15.4% superannuation

Employment type: Full-time Ongoing

Location: Perth, Adelaide, Brisbane or Sydney

Want to work with an organisation that drives financial inclusion and economic empowerment with Aboriginal and Torres Strait Islander people? Well, we've got just the job for you...

Indigenous Business Australia (IBA), partners and invests with Aboriginal and Torres Strait Islander people who want to own their future. We go further than provide money; we invest in people, places and ideas that are ready. We help make them real. We’re deeply invested in the financial success and economic independence of Indigenous Australians. It’s why we exist.

We provide a range of services for Indigenous Australians to create wealth and accumulate assets, take up investment opportunities, create business enterprises that provide additional employment opportunities, and to purchase homes. We achieve these outcomes by applying a commercial focus, and by building mutually respectful and productive partnerships with Indigenous Australians, government, non-government and private sector organisations.

Our staff are invested, informed, responsive, respectful and connected.

Want to know more? Read about the stories that make up IBA here.

About the role

We are looking for someone to effectively and efficiently manage and coordinate the services within our Customer Contact Centre. You will be managing the coordination of inbound telephone calls and online web-based enquiries. You will be assigning, allocating and monitoring workload, coaching and supporting the Support Officers based on the customers business lifecycle stage and segment needs. You will work closely with the Team Leader Service and Support ensuring seamless collaboration, service continuity and operational alignment across customer engagement, support delivery and internal coordination functions. You will assist in the management of workflow across cross-functional teams and action service requests when required.

What you’ll bring to the team

• Excellent verbal and written communication skills
• Exceptional customer service
• Proven coaching and leadership experience
• High level of attention to detail
• Ability to multi-task and manage time effectively
• High level of empathy, professionalism and resilience

What you will get in return

• A values-based organisation that drives financial inclusion and economic empowerment with Aboriginal and Torres Strait Islander people.
• 15.4% employer contribution to superannuation.
• Not-for-profit status, with access to Salary Packaging.
• 4 weeks annual leave, with half pay annual leave and purchased leave available.
• Christmas close down without leave deduction.
• Flexible working hours.
• 18 days personal/carers leave.
• Paid volunteer leave.

Cultural Capability

• Awareness and understanding of Aboriginal and/or Torres Strait Islander societies and culture.
• Ability to liaise and communicate sensitively and effectively with Aboriginal and Torres Strait Islander staff.

Want to know more about IBA?

Visit www.iba.gov.au

Location: Perth, Adelaide, Brisbane or Sydney

Applications close: 13 November 2025

The filling of this vacancy is intended to constitute an affirmative measure under subsection 8(1) of the Racial Discrimination Act 1975. This vacancy is only available to Aboriginal and/or Torres Strait Islander people.