Client Services Response Officer

4 weeks ago

Melbourne, Victoria, Australia Hearth Australia Full time

Are you looking for a meaningful job? Do you have a passion for helping others and making a positive impact to someone's life?

Due to substantial growth, we are looking for Client Services Response Officer/s (CRO) to join Hearth Support Services and contribute in our pledge to be a driving force in changing the Disability sector to improve quality of life outcomes for people with a disability.

Reporting to the Team Leader, the Client Services Response Officer is the point of contact for clients and employees out of business hours. The CRO will have exposure across all aspects of the business so that they can refer all queries to the correct department while responding appropriately and in a timely manner.

This is such a unique opportunity and would be perfect for someone currently studying

Your main responsibilities would include:

  • Responding to inbound calls, address any initial queries and refer to relevant region while providing exceptional client experience
  • Maintain an accurate log of calls received and case notes
  • Liaising with clients and employee regarding emergency shift changes or incidents in a professional and empathetic manner
  • First response to incident reporting after hours & escalating incidents to management with urgency
  • Assist in maintaining all Quality and Compliance records, files, registers and databases, as well as forms and templates
  • Comply with all health and safety legislation and guidelines
    • Knowledge/experience with the NDIS and disability services (desirable)
    • Previous experience in general administration and client services role (desirable)
    • Competent with systems and MS Office Suite (Word, Excel etc.)
    • Excellent written and verbal communication and interpersonal skills
    • Strong attention to detail, problem solving and lateral thinking skills
    • An ability to work independently as well as within a team

Due to the on-call nature of this role, flexibility in work hours is required as shifts may vary across 24 hours including weekdays and weekend shifts on a roster basis.

  • Rewarding and purpose-driven start to your career with a reputable organisation
  • Work with people who love what they do & have a passion to make a difference
  • Flexible ways of working and working hours
  • Friendly, warm & supportive team environment
  • Learning and development opportunities
  • Clear career pathways & progression opportunities
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