Breast Cancer Network Australia (BCNA) stands with Australians affected by breast cancer to ensure their voices drive meaningful change. As the leading breast cancer consumer organisation, we inform, support, connect and advocate driving a sense of connectedness for our community and better outcomes for them and our healthcare system.
Since our inception in 1998, we have built a strong and resilient network of over 250,000 individuals who have received support. Alongside this network, we work with the broader cohort of health professionals, government, healthcare providers and partners to influence and create a stronger healthcare system.
We're growing! As part of our ambitious new five year strategy already underway, we're creating exciting opportunities for motivated professionals to join us and help shape the future of BCNA. this role reflects our commitment to innovation, strengthening our services, and expanding our impact to deliver even greater value to the communities we serve.
Job Description
About the role
We're seeking a compassionate and highly organised Helpline Services Officer to join our Helpline Services team. As a key point of contact for people affected by breast cancer, you will provide empathetic support, credible information and referrals via phone, email and digital platforms.
This role is ideal for someone who is passionate about delivering person-centred support and thrives in a fast-paced environment where meaningful conversations can make a real difference.
Working closely with the Helpline Services Manager and broader team, you will support members diagnosed with, or at risk of, breast cancer, including those living with early breast cancer and metastatic breast cancer. You will also contribute to a range of helpline initiatives, including moderation of BCNA’s Online Network, the My Care Kit program and health professional engagement activities.
Desired Skills and Experience
About you
You are an empathetic communicator with a genuine desire to support people through challenging circumstances. You have strong relationship-building skills, excellent attention to detail and the confidence to manage a high volume of enquiries while maintaining a person-centred approach.
What you'll bring
Experience providing compassionate, person-centred support and information, ideally within a health, community or not-for-profit environment.
Proven ability to manage a high volume of enquiries while delivering exceptional customer service.
Strong interpersonal skills, including empathy, active listening and emotional intelligence, with a genuine commitment to supporting people through challenging circumstances.
Excellent verbal and written communication skills, with the ability to adapt your approach to diverse audiences and needs.
Strong relationship-building skills and a collaborative approach to working with colleagues, health professionals and external stakeholders.
Well-developed organisational skills, with the ability to manage competing priorities and maintain accurate records and data.
Confidence using Microsoft Office applications and the ability to quickly learn new systems and technology, including Salesforce, telephony platforms, SharePoint, Microsoft Teams and other digital engagement tools.
Furthermore, this role recognises the importance of providing access to BCNA's up-to-date information through various digital platforms, including the organisation's website, podcasts and webcasts. By referring individuals to these resources, the Helpline Services Officer ensures that our members have access to comprehensive and current information about breast cancer, treatment options, support services and survivorship.
Why join us
Purpose-driven work - see the direct impact of your efforts on 250,000+ Australians affected by breast cancer
NFP salary packaging - package up to $15,900 per year, meaningfully increasing your take-home pay
Hybrid working - genuine flexibility with work-from-home arrangements (50% of time spent in the office)
Career development - build valuable experience in cancer support, consumer engagement and service delivery while making a meaningful difference
Collaborative culture - join a warm, supportive team where your contribution is visible and valued every day
If you're motivated to make a meaningful contribution and bring high levels of empathy and advanced communication skills, this is your opportunity to be the first point of contact to provide information, care and support to people affected by breast cancer.
Please click the Apply button and attach:
a cover letter that references the key selection criteria
a resume that outlines your skills and experience for this position
BCNA is an employer of equal opportunity and encourages and values diversity and inclusion. Aboriginal and Torres Strait Islander people are encouraged to apply.
Applicants must hold unlimited working rights suitable for an ongoing role and will be subject to successfully completing a National Policy History Check.
