The Australian Institute of Company Directors (AICD) is committed to strengthening society through world-class governance. We aim to be the independent and trusted voice of governance, building the capability of a community of leaders for the benefit of society. Our membership of more than 50,000 includes directors and senior leaders from business, government and the not-for-profit sectors.
Job Description
About the team
The Customer Service Delivery team delivers a leading customer experience that strengthens our brand and enhances our impact. These teams are our main touchpoint with our members and customers harnessing the voice of the customer and feedback across the business to support continuous improvement. The team is responsible for the support and delivery of courses and initiatives both face-to-face and virtually, and the delivery of member, learner, office and internal services.
About the role
As a Customer Service Assistant, you will be the first point of contact for members and customers, providing responsive, professional support across phone and email channels.
This is a highly administrative role with a strong frontline customer service focus. You will manage a wide range of enquiries, triage requests across the business, and ensure accurate processing of membership, course and financial transactions. Confidence on the phone, strong attention to detail, and the ability to manage multiple tasks at once are essential.
Your remit will be broad and will include:
• Provide first‑point‑of‑contact support for member and customer enquiries via phone and email
• Resolve enquiries directly where possible and triage to the appropriate team when required
• Deliver consistent, member‑centric service aligned to agreed service levels
• Manage end‑to‑end membership administration across the membership lifecycle
• Process membership applications, course enrolments, transfers, payments and refunds
• Correct invoices and liaise with internal and external accounts teams as required
• Maintain accurate and complete records within CRM systems and databases
• Manage shared inboxes, workflow queues and task creation within CRM platforms
• Support acquisition and retention activities through accurate processing and follow‑up
• Escalate complex enquiries and complaints appropriately
• Contribute to continuous improvement of systems, processes and ways of working
Desired Skills and Experience
About you
You will have strong technical aptitude and previous relevant experience, and you will champion the AICD “OneTeam” approach and values of: Accountability, Respect, Excellence and Collaboration. In addition, you will also have the following:
• Previous phone‑based customer service experience (call centre or similar)
• Strong confidence handling inbound calls while completing administrative tasks
• Experience in finance administration, including invoicing, payments, refunds or reconciliation
• High level of system confidence, with experience using CRM platforms and shared inboxes
• Strong attention to detail and commitment to data accuracy
• Excellent time management and ability to juggle competing deadlines
• Clear, professional written and verbal communication skills
• A customer‑focused mindset with sound judgment and problem‑solving skills
Your career at the AICD
Our Values
Accountability, Respect, Excellence and Collaboration
There are many benefits of joining the AICD, but the following are examples of what you can expect:
Hybrid/flexible working arrangements.
Access to salary sacrificing and salary continuance (income protection) insurance.
Personal wellbeing support through AICD’s robust employee assistance program for you and your immediate family.
A solutions focused, and collaborative organisation that celebrates a ‘One Team’ culture.
The AICD, is committed to developing its people through a capability framework and ongoing professional development plan. We support your career through access to our education platform with a wide range of training courses and webinars, professional coaching, and external education support.
An opportunity to contribute to an organisation that is widely respected and considered the ‘gold standard’ of governance, policy, and leadership.
An opportunity to attend highly sought-after events with influential speakers.
We welcome applications from people of all ages, genders, sexuality, cultural and linguistic backgrounds, Aboriginal and Torres Strait Islander Peoples and people with a disability.
We provide reasonable adjustments including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email peopleandculture@aicd.com.au.
For further information on what it’s like to work with us, please visit our Careers and LinkedIn Life pages:
Please submit a resume and cover letter detailing why you are the best person for the position by clicking 'Apply'. Please note, applications close on 7 May 2026. We will be in touch with shortlisted candidates shortly after this date. If you have any queries regarding this particular opportunity, please contact Edel Ryan, People and Culture Consultant, via email on peopleandculture@aicd.com.au
