Customer Liaison Officer

2 weeks ago

Bentley, Australia Therapy Focus Full time

Corporate | Bentley, Kwinana

Closing date: 19/07/2024
- **Annual salary + Super + Salary Packaging + 5 weeks leave + 2 Wellness days + other Benefits**:

- **Work with a supportive and collaborative team**:

- **Opportunity to work either in Bentley or Kwinana**

**What is Therapy Focus?**

Therapy Focus is a not-for-profit community service organisation specialising in individual therapy. Our team of clinicians and administrative support staff work collaboratively to meet our customers' needs and goals.

The Therapy Focus team is fun, focused and committed to our purpose of supporting people to achieve great things. We offer a genuine, trusting work environment with a hands-on senior management team, offering you support and guidance every step of the way.

We are in an exciting growth phase and are looking for a **Customer Liaison Officer** to join our team permanently.

Be curious. Let’s see where Therapy Focus can take you.

**What’s the role?**

The purpose of the Customer Liaison Officer is to provide responsive and tailored support for our customers, their families and/or representatives, ensuring they receive exceptional customer services throughout their journey with Therapy Focus.

The Customer Liaison Officer instils confidence in customers and stakeholders to continue services with Therapy Focus as their provider of choice.

**Key Responsibilities**
- Uses creative and flexible thinking in responding to customer queries and finding solutions to problems.
- Support customers while waiting for services by maintaining a customer waitlist, communicating with customers and staff about the needs of individual customers, wait times for services, and any change in need for services.
- Work collaboratively with internal stakeholders, including Customer Experience, Clinical and Finance teams.
- Maintain accurate and up-to-date records.
- Maintain an up-to-date knowledge of the systems and practices.
- Create and maintain accurate customer records in the CRM system.
- Understand how various funding streams work, such as NDIS, Medicare, and Private Health, and be able to explain to customers and others.
- Ability to navigate different provider portals to support funding arrangements and ensure accurate payments.
- Stay up to date and educated about any organisational product or service changes, including, but not limited to, pricing and specialist service offerings.
- Understand and uphold governance requirements relating to contracts, privacy and confidentiality, consent, guardianship and court orders.

**What’s required?**
- Exceptional customer service skills and well-developed communication skills
- Proven time management capability with the ability to multi-task in a constantly changing environment
- Previous experience with records management systems and data accuracy
- Demonstrated experience in a customer-facing role
- Ability to find solutions to problems and work with people to resolve
- Strong digital literacy and data management skills, including proficiency with Microsoft Office products and Customer Relationship Management systems
- Outstanding interpersonal and organisational skills with a strong customer-focused approach
- The ability to build effective internal and external relationships with a variety of stakeholders
- WA Drivers licence
- Be willing to obtain a National Police Check, NDIS Worker Screening Check, Working with Children Check

**What’s in it for you?**
- Competitive annual salary and access to salary packaging providing tax benefits up to $18,550 per year
- Supporting your health and wellbeing with 5 weeks annual leave, 2 wellness days, flexible work arrangements
- Corporate health & wellbeing discounts, including an employee assistance program
- Company-branded workwear provided
- A collaborative working environment with encouragement from a passionate and committed team with regular social events
- Be recognised for your contribution and go home knowing you’ve made a difference.

At the core, Therapy Focus' philosophy aims to celebrate differences in all that we do.

Therapy Focus encourages our colleagues to bring their whole selves to work and allows every individual to know that this is accepted. We believe that sharing brings about awareness.

This statement declares that Therapy Focus values a sense of belonging and respect for our differences and diversity and that we aim to adopt this view as a custom in the workplace.

At Therapy Focus, we believe every person’s journey should be extraordinary. Our guiding principles of being stronger together, making today count, keeping it simple, being courageous, making it personal, and being exceptional are helping us transform how therapy is delivered. We are inviting you to join us on this journey.

**What next?**

**Please note the successful applicant will be required to gain an NDIS screen, satisfactory police check and working with children check

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