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Rostering and Customer Experience Advisor

1 month ago

Greater Perth WA, Australia SensesWA Full time

**Rostering and Customer Experience Advisor**

We are seeking an experienced Rostering and Customer Experience Advisor at SensesWA.

**Company Overview**:
SensesWA is a leading not-for-profit organisation with over a century of commitment to providing exceptional disability services in Western Australia. Our mission is to build capacity by delivering comprehensive disability services, specialising in Community Access, Homes & Living, Sensory Services, Positive Behaviour Support and children’s therapies. We are currently seeking a highly skilled Rostering and Customer Experience Advisor.

**Position Overview**:
The Rostering and Customer Experience Advisor is responsible for ensuring a positive and consistent customer experience by coordinating the full breadth of customer liaison activities. They will set up and execute service contracts, service agreements, obtain necessary consents and setting up financial packages for financial reporting and invoice management.

The Rostering component of this role involves executing changes to customer and resource rosters and appointments, as required within a short notice period to ensure seamless operations. This role supports the delivery of high-quality services through rostering which maximises the capacity and capabilities of resources (including Support Workers and Therapy team members), in accordance with industrial and regulatory requirements, to ensure that the right workforce with the right capability is available to meet customer needs.

This role will strive to enhance the overall customer journey, maintaining high standards of service over time and across all SensesWA services.

**What do we need from you?**
- Demonstrated experience in a fast-paced customer service or workforce rostering team.
- Previous experience working with or maintaining customer relationship management (CRM) systems.
- Strong data management skills to establish, refine and manage customer data to ensure robust and accurate data integrity and security.
- Demonstrated understanding of the Social, Community, Home Care and Disability Services (SCHADS) Award.
- Strong communication, negotiation and interpersonal skills, with the ability to engage positively with a wide range of internal and external stakeholders.
- Proven ability to manage competing priorities within deadlines and changes in work priorities.
- Demonstrated experience working within multidisciplinary teams.
- Current knowledge of legislative obligations for Equal Opportunity, Disability Services, and Occupational Health and Safety.
- Current and in-depth knowledge of how the NDIS Pricing Arrangement and Pricing Limits (PAPL) and Support Catalogue is applied to services, will be an added advantage.
- Provide and maintain proof of eligibility to work in Australia, NDIS Workers Screening Clearance, Working with Children Check, First Aid and a valid WA drivers license.

**What we offer**:

- Industry competitive salary + salary packaging up to $15,899 of living expenses and up to $2,650 on entertainment benefits per year + 17.5% annual leave loading (valued at $875 - $1279)
- 4 weeks annual leave and 2 wellness days (valued at $500 - $730) pro-rata
- Option to purchase additional leave, helping you to achieve better work life balance
- Flexible work conditions
- A fun, caring and motivating place to work with a supportive team environment

**What’s next**:
Senses WA is an Equal Opportunity Employer that values and encourages social and cultural diversity.