Member Service Adviser

Position: Member Service Advisor (Inbound)

Role Type: Permanent / Part Time 25 hours per week.

Location: Melbourne (Hybrid Work – 2 days in the office)

About the job:

As a Member Service Advisor, you play a key role in delivering personalised, high‑quality service across all member touchpoints. You support members by answering queries, resolving issues first time wherever possible, and following up with priority when further investigation is required. Acting as a strong member advocate, you capture and share feedback to help improve products and services. You collaborate closely with internal stakeholders, stay up to date with products and policies, and contribute to a positive, inclusive team environment - ensuring consistently excellent member experiences and outcomes.

Key Responsibilities:

• Answer inbound OMNI Channel enquires (i.e. Voice, Email, Webchat, SMS etc.)
• Deliver service excellence by providing high quality advice, information and solutions
• Take the time to understand members’ needs and goals to develop personalized solutions
• Make every effort to answer members queries in the first instance and when you can’t, you investigate and get back to members with priority
  
  

About you:

You are a customer‑focused professional with 3+ years’ experience in member or customer service roles. You communicate clearly, build strong relationships, and take ownership to resolve queries efficiently across multiple channels. You bring a positive, empathetic mindset and thrive in a fast‑paced environment, adapting quickly to new products, policies, and systems. Collaborative and proactive, you value feedback and continuous improvement, maintain accurate records, meet service targets, and remain compliant. You are flexible, reliable, and motivated to deliver consistently excellent member experiences.

• Proficiency in a language other than English, particularly Cantonese or Mandarin, will be highly regarded.
  
  

Why We Love Working at CPA Australia

At CPA Australia, we’re proud of our vibrant, values-led culture. We live by our core values: Create Opportunity, Pursue Excellence, and Achieve Together—and they shape everything we do.

Here’s what makes working here special:

• Inclusive culture – We celebrate diversity and are committed to creating a workplace where everyone feels respected, valued, and empowered to thrive.
• People-first culture – Work alongside passionate, like-minded professionals who strive to be their best.
• Hybrid flexibility – Enjoy the balance of working from home and in the office (minimum two days onsite).
• Wellbeing matters – Access health and wellbeing sessions, learning labs, and a generous reward and recognition program.
• Supportive benefits – Paid parental, volunteer, and study leave, plus the option to purchase additional leave.
• Career growth – Take advantage of learning and professional development opportunities.
• Global mindset – Be part of a truly international organisation with over 20 offices around the world.
• Incentives that reward you – Participate in our annual incentive scheme.
• Fast-paced and purpose-driven – Thrive in a dynamic environment where your work makes a difference to our members and the profession.
  
  

About Us:

CPA Australia is Australia’s leading professional accounting body and one of the largest in the world. We have more than 175,000 members in over 100 countries and regions. Our core services include education, training, technical support and advocacy. CPA Australia provides thought leadership on local, national and international issues affecting the accounting profession and public interest. We engage with governments, regulators and industries to advocate policies that stimulate sustainable economic growth and have positive business and public outcomes.

We are values-based organisation underpinned by the CPA Australia Way, which is our commitment to each other and a way of working. It is the foundation of our success, experienced and lived by our people, and felt by members.

How do I Apply?

Click Apply Now to submit your application for this opportunity.

To learn more about CPA Australia and other opportunities, please visit our Careers page at https://www.cpaaustralia.com.au/about-cpa-australia/work-with-us/careers