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Customer & Experience Coordinator

1 month ago

Lismore, Australia New Horizons Full time

Customer & Experience Coordinator Role Overview

We are committed to providing exceptional experiences and direct customer support daily, prioritizing wellbeing in our mission. As a key member of the New Horizons team, you will:

  1. Provide personalized support to empower customers in achieving their goals and improving their wellbeing.
  2. Collaborate with support networks and the broader community to enhance customer independence in areas like living skills, community engagement, financial and health service access, social activities, personal care, employment, education, and training.
  3. Work closely with the Program Experience Lead (or Service Delivery Manager) and contribute to the success of the wider team.
  4. Support and guide employees at a lower level as needed, while maintaining effective communication with other New Horizons teams.

Key Responsibilities

  1. Assist in resource planning, coaching, and mentoring support workers.
  2. Promote and model safe and healthy work practices.
  3. Contribute to change initiatives and demonstrate positive behaviors.
  4. Participate in team meetings and share information respectfully.
  5. Utilize resources efficiently and maintain accurate customer records.
  6. Coordinate daily support and activities for customers.
  7. Develop and review individualized support plans.
  8. Enhance customer experience through innovative solutions.
  9. Maintain confidentiality and professional relationships.
  10. Ensure customer records are up-to-date.

You will bring to this role:

  1. Relevant qualifications, such as Cert 3 or 4 in Disability Support or equivalent experience.
  2. Technical literacy in Microsoft Office and reporting systems.
  3. Supervisory skills and basic HR management knowledge.
  4. Physical ability to support customers, including lifting up to 10 kg.
  5. A valid NSW Driver's C class license.
  6. The willingness to obtain necessary checks (AFP, WWCC, NDIS WC).

New Horizons offers various benefits, including:

  1. Take advantage of tax benefits (Salary Packaging) available to not-for-profit employees – through lower tax deductions.
  2. Utilize our Employee Assistance Program providing counseling services.
  3. Develop through internal and external learning and workplace mentoring.
  4. Grow through professional development opportunities and secondments.
  5. Access flexible work arrangements.
  6. Taking Long Service and/or Parental leave.
  7. Working in a supportive culture and environment.

About New Horizons

We value diversity and encourage applications from people from all walks of life. Our vision is to create happy, inclusive communities working together collaboratively and inclusively to improve quality of life. Our workforce reflects the local communities we connect with and support.
We acknowledge all Aboriginal and Torres Strait Islander peoples as the traditional custodians of the land.