Customer Service Officer

The Hospital:

The Royal Children’s Hospital’s (RCH) Vision is “A world where all kids thrive”.

RCH is a cornerstone member of the Melbourne Children’s Campus, partnering with Murdoch Children’s Research Institute, The University of Melbourne Department of Paediatrics and The Royal Children’s Hospital Foundation.

RCH has cared for the children and young people of Victoria for more than 150 years since it was founded in 1870. A full range of paediatrics and adolescent health services are provided plus tertiary and quaternary care for the most critically ill and medically complex patients in Victoria, Tasmania, southern NSW and other states around Australia and overseas. The Hospital has more than 6,000 staff, a budget of $850M, 12 wards and 350 beds. Annually, the RCH has 300,000+ Specialist Clinic appointments, 90,000+ Emergency Department presentations and 20,000 elective surgeries.

The RCH is committed to the Child Safe Standards. 

RCH enjoys high employee engagement and is committed to staff safety and a positive culture through enactment of our Compact.

For further Information on RCH is available here.

About the role:

What you’ll achieve:

• Management of a reception desk area, patient check-in & standard patient ID
• Actively contribute to continuous improvement strategies and participate in project team activity
• Schedule follow-up appointment bookings and manage walk in referrals
• Manage inbound and outbound calls and respond promptly to queries

Classification for this position is in accordance with Award 10 - Managers and Administrative Workers.

The successfull candidate will be appointed from AO10 (Grade 1, Level 1) to AO12 (Grade 1, Level 5), base salary $60,782.72 to $67,194.40 per annum, plus superannuation).

Your skills and experience:

• Previous experience working in a busy front line customer service-based role 
• Previous telephone reception or call centre experience
• Demonstrated experience in using computer applications, such a Microsoft Office suite

If this sounds like you, or if you would like more information, please click here to view the position description.

About the department:

The Allied Health Administration Department plays a vital role in providing administrative support to the specialised healthcare professionals within the Allied Health directorate and managing outpatient appointment activities across Specialist Clinic Desk B and supporting the office environment.  

What we offer:

• Monthly Accrued Day Off (ADO) – 12 additional leave days per year
• Salary packaging option with our partner, SmartSalary – Increase your take home pay by up to $11,500 per annum (and other additional salary-enhancing options!)
• Workplace culture of continuous improvement, growth, support and training
• Clinical Education Hub on-site to support continued training and professional development
• Hybrid work model, if applicable to role
• Convenient location & close to public transport
• Staff immunisation drives
• Special events
• Discounted Private Health Insurance
• Support for working mothers including two on-site Early Learning Centres, flexible working arrangements, breast feeding and pumping facilities 
• Help when you need it most! Staff counselling, financial coaching, legal support, nutritional support and specialist helpline services, and more through our EAP partner, Converge
• Unlimited access to select fitness facilities in your local area via Fitness Passport
• Enjoy the convenience of an on-site retail precinct, featuring a range of shops, cafés, and food outlets (retail discounts & more)

Other requirements:

• Current National Criminal Record Check, or willing to obtain
• Valid Working with Children Check
• Current NDIS Worker Screening Check, or willing to obtain <if applicable>
• Compliance with RCHs “Staff Immunisation - Prevention of Vaccine Preventable Diseases” procedure

Application process:

To apply, you will need a resume and a tailored cover letter outlining your skills, experience, and suitability for the position in line with the requirements of the position description.

Shortlisting for this position will commence immediately, we encourage you to apply promptly!

For more information about this position please contact Carmel Italiano, Administration Manager via ph: 03 9345 9300 OR email: Carmel.Italiano@rch.org.au

Why work at the RCH?

RCH enjoys high employee engagement and is committed to staff safety and a positive culture through enactment of our Compact. We offer the opportunity to work in world-class facilities, surrounded by Royal Park and only a short tram trip from the heart of Melbourne city.

We also offer staff benefits such as discounted staff parking, salary packaging, and an award-winning health and wellbeing program.

The RCH is committed to a diverse and inclusive workforce. We encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and/or linguistically diverse background, all members of the LGBTQI community and people with disability.

It is a requirement of your employment that you be vaccinated against Influenza annually for Category A and B roles, in compliance with any public health orders in place at the relevant time, unless you have a medical exception in line with those public health orders, which has been accepted by The Royal Children’s Hospital.  Applicants will be required to provide their Australian Government Immunisation History Statement, it is a requirement of the RCH to collect, record and hold vaccination information.

It is also a requirement of your employment that you comply with any direction given by The Royal Children’s Hospital that you be vaccinated against, or prove immunity to, any other disease, unless you have a relevant exemption, and offers of employment are conditional on successful completion of background checks including reference checks. 

Are you ready to join our team?

Apply online by clicking on the “Apply” button

Applications close: 06 August 2026.