Member Services Officer

Independent Schools NSW is the peak body supporting and representing independent schools in NSW and provides a range of services across NSW and ACT.

The role of the Member Services Office r at Independent Schools NSW involves providing exceptional telephone support and website query response to staff in member schools.

The position will be part of a broader member engagement team and work closely with colleagues across the organisation to effectively triage, assign and resolve incoming communications by phone and via website queries.

Key Accountabilities

Operational Accountabilities

• Serve as a central point of contact for external and internal communication.
• Answer and distribute incoming calls and website queries efficiently and effectively creating a positive and memorable experience for all representatives of member schools.
• Address member needs promptly, demonstrating attentiveness and empathy.
• Respond to and distribute help-desk tickets and close-off tickets appropriately.
• Address and problem-solve some matters at the point of enquiry e.g. changes to member profile.
• Liaison with internal staff.
• Work within Independent Schools NSW processes and procedures to modify/develop/evolve new processes and procedures to suit the demands and requirements of the role.

Qualifications, Experience and Knowledge/Skills

Qualifications

• N/A

What Experience are we looking for?

• Proven experience in a receptionist, administration/office support or customer service role.

What Knowledge/Skills are we looking for?

Customer Service & Communication

• Demonstrated ability to engage professionally and respectfully with both internal and external stakeholders
• Strong commitment to delivering exceptional customer service and creating positive experiences
• Excellent verbal communication skills, with the capacity to listen actively and respond clearly and confidently
• Skilled in managing difficult conversations with empathy, professionalism, and discretion
• Curious and proactive in developing a deep understanding of Independent Schools NSW to provide accurate and insightful information.

Interpersonal & Team Skills

• Excellent interpersonal skills, with the ability to contribute positively to team culture and collaboration
• Open-minded, adaptable, and solutions-focused in approach to challenges and changing environments
• Reliable and punctual, demonstrating a strong sense of personal responsibility
• A sense of calm at busy and/or stressful times.

Problem Solving & Judgement

• Capacity to anticipate customer needs or potential concerns and respond proactively to mitigate issues
• Sound judgement and confidentiality in handling sensitive or private matters
• Attention to detail and accuracy in all aspects of work.

Organisation & Operational Capability

• Strong organisational skills, with the ability to work within established systems, processes, and procedures
• Ability to work in a fast-paced environment and manage competing demands
• Confident using a range of technology platforms, including Microsoft Office Suite
• Demonstrated capacity to learn and adapt to new systems and digital tools.

Desirable

• Understanding of the NSW independent school sector and the role of Independent Schools NSW as a peak body and member-based service organisation.

At Independent Schools NSW we value and promote a respectful, diverse and inclusive workplace and encourage applications from people of all ages, nationalities, abilities, cultures and experiences. If you require any adjustments during the recruitment process, please let us know.

Eager to join a dynamic Member Engagement team and work together to support independent schools, then please provide the following:

• Covering letter
• Resume

Applications close Tuesday 28 July 2026.

Invitations to interview for this role may occur upon receipt of the application prior to the closing date. Independent Schools NSW reserves the right to reduce the application period and/or remove the job advertisement early should a suitable applicant be found.

Margaret Molloy | Manager: People and Culture

Phone: (02) 9299 2845 | Email: ***email_hidden***