Client Service Representative

POSITION DESCRIPTION:

Position Title: Client Service Representative

Location: Head Office

Employment Type: Casual (opportunity for a permanent position later)

EBA / Award:

Classification: 

Position reports to: Administration Manager

Position Overview:

As a Client Service Representative, you will play a pivotal role in delivering exceptional customer service and support to our current and potential NDIS and My Aged Care clients. You will be responsible for assisting clients with their inquiries, providing accurate information about services, and ensuring a seamless experience throughout their journey with us. This is a rewarding and diverse role that requires strong communication skills, empathy, and a genuine passion for helping others.

Supervision:

All employees must abide by the NDIS Code of Conduct, the Aged Care Royal Commission Code of Conduct, as well as the organisation’s Code of Conduct.

What you will be doing:

• Act as the primary point of contact for current and potential clients, responding to inbound inquiries via phone, email, and in-person interactions promptly and professionally. Outbound inquiries may be necessary for follow-ups and confirmations.
• Provide information and guidance around the NDIS and My Aged Care support services.
• Maintain up-to-date knowledge of any changes around the NDIS and My Aged Care.
• Maintain accurate and up-to-date client records, ensuring confidentiality and compliance with relevant policies and regulations.
• Monitor the progress and outcomes of client services, making necessary adjustments and liaising with internal teams, Allied Health professionals and subcontractors to ensure seamless service delivery.
• Proactively identify opportunities to enhance the client experience and contribute to the continuous improvement of our service delivery processes.
• General administrative duties.

What you need:

• Previous experience working with NDIS participants and/or My Aged Care clients in a similar position is preferrable but not necessary.
• Must be able to answer general inquiries from NDIS participants and My Aged Care clients. As such, the individual should possess knowledge of the support services.
• Intermediate to advanced proficiency in Microsoft Office suite.
• Proficiency in using computer systems, databases, and software applications relevant to client management and support coordination or the ability to learn quickly.
• Top tier interpersonal skills (excellent verbal and non-verbal communication skills, with the ability to empathize, actively listen, and the ability to handle conflict).
• Strong organisational and time management skills, with the ability to prioritise tasks, handle multiple inquiries simultaneously, and meet deadlines.
• Attention to detail and a commitment to maintaining accurate records and documentation.
• Collaborative team member who can build positive relationships and rapport with clients, colleagues, and external stakeholders.

Other requirements:

This position is subject to satisfactory Police Check, and proof of two COVID-19 vaccinations or authorised medical exemption (in accordance with COVID-19 Policy) prior to commencement.

Additionally, every staff member is required to have or be willing to obtain the following certificates:

• COVID-19 Infection Control.
• NDIS Worker Orientation Module.

What we can do for you:

• Competitive remuneration.
• Employee referral program.
• Extensive training, development, and career opportunities (grow with the business). We will support you to complete additional relevant qualifications and certificates.
• All technology / equipment provided.
• Work in a flexible working environment! We offer a hybrid work structure where our employees can work in the office and remotely from home.
• Free parking on-site.