Client Intake Officer
17 days ago
Blackburn
Introduction Our Purpose and Ambition NextSense is a not-for-profit organisation supporting people with vision or hearing loss across Australia. We work with children adults and their families providing a holistic approach to hearing services for newborns through to people over 90 years old and helping children who are blind or have low vision to develop the right skills mobility and independence to confidently explore their world. NextSense has been breaking boundaries since 1860 and weve been expanding our services ever since. Today we deliver world-class education (both to children with sensory loss and to professionals in the field) cochlear implants allied health services therapy research and clinical services to children and adults. Were a registered NDIS provider working with our clients to achieve their own goals and potential. Were committed to research and innovation; harnessing the latest technologies and new ways of thinking and educating the next generation to lead the way in hearing and vision services. Our new world-leading centre for innovation on-site at Macquarie University NSW represents a new era for hearing and vision loss. This nationally significant social infrastructure project was undertaken to nurture trial and share new ideas and form new partnerships that will drive better outcomes for people who are deaf hard of hearing blind or have low the centre is based in Macquarie its impact will extend across the country to all our sites. Description The Role We have an exciting opportunity for a Client Intake Officer to join our team at ourBlackburn site. This is a permanent part-timerole on site working 30.4 hoursper week and reports directly to theClient Experience Lead. As the first point of contact youll play a vital role in supporting clients who are Blind have low vision or who are Deaf or hard of hearing. Youll take the time to listen understand their individual goals and connect them with the right services to help them thrive. Your day will be centred on creating a smooth and supportive intake experience: guiding clients through their first steps ensuring they feel comfortable and confident and setting them up with the services that best meet their needs. Youll build trust and rapport from the very beginning showing genuine care and respect at every interaction. This is a role where no two days are the same. Youll use your strong people skills and problem-solving abilities to tailor solutions knowing that each clients journey is unique. And by helping clients get started with the right services youll make a real difference in their experience and outcomes. Key responsibilities include but are not limited to: • Serve as the primary point of contact by managing and triaging phone and email enquiries categorising them by urgency and complexity and providing immediate responses or redirecting as needed, • Conduct structured phone and email interactions with prospective clients or their designated contacts., • Ensure clear communication with clients and internal teams to facilitate prompt resolution of enquiries and maintain high customer service standards., • Foster strong relationships with referrers through professional and transparent communication., • Work with Client Experience Leads to identify and communicate emerging trends across the organisation., • Competitive remuneration 100% salary packaging allowing you to increase your take home pay, • Extensive personal/carers leave, • 2 weeks paid leave over Christmas in addition to 4 weeks annual leave, • Paid parental leave of 14 weeks for primary carer and 6 weeks for secondary carer, • Access to industry leading education and professional development, • Collaborative work environment, • Wellbeing program including Employee Assistance Program Skills And Experiences To be successful in this role youll need to demonstrate you meet the following selection criteria. Essential: • Demonstrated experience in delivering high quality customer service in a fast- paced environment with a strong focus on client satisfaction and effective communication., • Working knowledge of Microsoft Office applications, • Prior experience using a client management system/platform, • Demonstrates effective time management and teamwork, • Prior experience providingadministrative support and following established procedures and guidelines, • Excellent verbal and written communication skills, • Working With Children Check, • Prior experince providing administrative support to allied health professionals orin the health/disability sector NextSense is a child safe organisation candidate compliance with child protection legislation is essential. Required Experience: Unclear Seniority Key Skills Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients Employment Type : Full-Time Experience: years Vacancy: 1