newCustomer Service Officer

Date Posted: Just posted
Adelaide Region SA

Job Description

Department: Harvest Trail Services


MADEC is a successful not for profit and charitable organisation, with a proud 50 year history of providing relief to
people experiencing poverty or distress. Through our four core business units;

Employment Services
Education and Training
Labour Hire

we recognise the importance of self-worth and self-fulfilment and we recognise that those who are, or may be,
disadvantaged, need and deserve our help.

Working in accordance with the guidelines set down by the Government, our business operation is focused on gaining
successful employment outcomes for our clients. This is achieved by working with our clients to ensure we understand
their barriers to employment, upskilling and providing training solutions, sourcing work opportunities via labour hire,
harvest or by partnering with business and industry stakeholders to secure sustainable work options for our clients

Harvest Trail Services
Recently securing a contract to deliver HTS, our footprint has expanded to include eleven regions along the
Eastern states of Australia and South Australia. We provide labour solutions to the horticultural industry of more
than 15,000 harvest workers per year.


The main focus for the position is to provide administrative and customer support to workers, harvest employers
and support HTS staff across all sites in alignment with our Harvest Services contract.

As a key first point of contact for MADEC you will create a professional and welcoming environment and respond
to enquiries in a timely and knowledgeable manner.

Travel to sites within HTS service delivery footprint is required, usually where additional administration is needed
in peak times or during leave coverage.

Direct Reports to this Role Total Number of Reports



Key Relationships


Requires contact internally with other members of staff within other functions/sites
Provide support to regional sites virtually and physically as required
Works in collaboration with and supports HTS staff across the service delivery footprint
Site Administration Assistant
Site/Area Mangers
Executive Services Staff




Initial phone contact for Relocation Assistance enquires, providing accurate information in line with the current deed and

Creating Relocation Assistance Agreements in line with MADEC HTS procedure

Liaising with Relocation Assistance participants and facilitating reimbursement requests including collection and storage of
appropriate doc evidence

Review business processes to ensure they remain efficient and assist to achieve high standards of performance

Monitor to ensure adherence to compliance standards

Collaborate with site staff to identify areas of improvement

Participate in and contribute to HTS Working Groups as required

Support site staff to ensure best practice is consistently applied to achieve outcomes for HTS workers

Initial phone contact to site, greeting clients, visitors, taking messages and referring calls

Act as Harvest Administrator where required to support regional sites (this will involve travel).

Assist with the management of eligible harvest labour/horticulture vacancies and jobactive when required.

Create vacancies on internal/external databases as well as confirming and claiming harvest placements.

Assist with the maintenance systems to ensure efficient and effective compilation of client information in line with
policy and statistical requirements and ensuring requirements are met.

Maintain harvest trail services database

Assist with conducting induction processes and issuing of work entitlements cards for all customers accessing the service.

Assists with coordination of mail outs and correspondence to growers.

Assist Manager with ad-hoc reporting requests, typing of correspondence, setting up meetings, and compiling data and
information as required.

Assist with the tracking of harvest worker employment and liaising with jobactive providers concerning employment
placement support

Gather documentary evidence for provision to jobactive providers and to ensure compliance with Harvest service

Maintain security and confidentiality and jobseeker information at all times

Comply with Department contractual obligations

Promote all MADEC services to potential clients and employers

Corporate responsibilities

Contribute to the achievement of the goals as outlined in the Strategic Plan and the overall objectives of the organisation.

Participate fully in staff appraisal and professional development review processes.

Comply with all Work, Health, Safety and Environmental system requirements which provide a safe and healthy work
environment, free from sexual harassment and discrimination.

Adhere to MADEC’s policies and procedure and “Code of Conduct” for employees.

Participate in the Continuous Improvement of the Integrated Management System by assisting with identifying,
correcting, monitoring and evaluating activities to improve internal and external customer service.

Participate in managing and complying with injury management practices with the aim of early return to work in all cases.

Qualifications and Experience:
Essential Desirable

Qualifications Current drivers licence

National Police Check

Certificate III Business Administration or
equivalent minimum 2 years’ experience

Certificate III Employment Services

Experience: Experience working within a busy office

Previous work within the Employment Service
and / or Training industry.

Up-to-date knowledge of relevant legislation,
guidelines and industry practices as related to
Employment Services

Demonstrated computer skill and literacy skills, with practical understanding and application

Strong organisational and time management skills, with an ability to prioritise tasks, meet prescribed
deadlines, and concurrently manage a number of competing tasks.

Cultivates creditability and honesty and demonstrates a high level of confidentiality and discretion.

Displays enthusiasm and initiative- has a high achievement drive and acts in a self-directed way.

Exercises ownership and a high concern for the quality of their own work, reflected in a high attention
to accuracy and detail.

Possesses a sense of urgency.

Operates effectively in a team environment; establishes a rapport and builds strong relationships.
Shows a strong community and service ethic and commitment to deliver exceptional service.

Is flexible and adaptable to operate effectively in a demanding and changing business environment.

Well-developed interpersonal, oral and written communication skills.

Highly computer literate with accurate and effective word processing skills

Ability to communicate with persons from diverse backgrounds

Competencies All employees must:


Maintain focus and productivity in changing environments, responsibilities and people.

Remain positive in the face of change, take steps to recognise need for change and understand and
support changes as we strive for business excellence.

Accept responsibility for own actions and decisions and demonstrates commitment to accomplish
work in an ethical, efficient and cost-effective manner.

Communicate effectively and transparently.

Engage and inspire other through clear oral and written communication.

Customer focus

Ensure our internal and external customers/clients are at the forefront of our minds in all that we do.

Act in the best interest of our customers/clients by working with them to understand their needs and
to build mutual respect that leads to mutually beneficial outcomes.


Be authentic.

Maintain personal credibility and uphold ethical standards.

Fosters respect for all individuals and points of view.

Interacts appropriately with all members of the workforce, clients and business and community
partners without regard to individual characteristics.

Team Work

Work cooperatively and effectively with others to achieve department and organisational goals.

Participate in building group identity characterised by trust, pride and commitment.

Build strong intra and inter department relationships and partnerships to ensure business success.

At MADEC We Value


We remain true to our core purpose. We are honest, trustworthy and transparent.


We act ethically and stand up for what is right, just and fair.


We believe in what we do and will not waver in our commitment to achieving expected outcomes.


Everyone matters, we are “all” community.


We are committed to continuous improvement in all we do.

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