Customer Relations Officer

4 months ago

Hindmarsh, Australia Enhanced Lifestyles Full time

**About us**
Enhanced Lifestyles is a not-for-profit disability services provider focused on enhancing our customers’ lives through respectful and person-centred support. We’re governed by our members and built by people living with disability, ensuring our customers’ needs always come first.

**About the opportunity**

Based in Adelaide, the Customer Relations Officer (CRO) will work with a set group of customers who they will build strong, enduring relationships with. As a result, the CRO will be these customers’ trusted go-to for any enquiries, feedback, or issues, and work towards resolutions where customer satisfaction is placed at the fore. Where appropriate, the CRO will also aim to grow the number of hours of supports the customers purchase from us.

**Key responsibilities**:

- Get to know your customers and build strong relationships with them
- Act as a customer advocate internally to ensure they receive the best possible support
- Liaise with customers’ Support Coordinators/Guardians if applicable
- Liaise with our rostering team to ensure customers’ support needs are met
- Make regular contact with customers (where appropriate) to ensure they are happy with the supports provided by Enhanced Lifestyles
- Assist with the onboarding of new customers, including gathering support plans and conducting risk assessments
- Regularly visit customers to monitor the health and safety context of their homes, including hazard identification, risk, and incident management
- Respond to queries and feedback from customers
- Upsell our services to customers in-line with key performance indicators
- Establish effective relationships with key internal and external stakeholders including relevant professional bodies and statutory regulators
- Review customer buying patterns to identify trends of customer satisfaction and develop call plans based on insights

**About you**

**To be successful for this role, you will need**:

- Previous experience within the NDIS sector
- Community services or health professional qualification desirable
- Demonstrated ability to develop robust and sustainable working relationships
- Ability to communicate clearly and concisely verbally and in writing
- Flexible and innovative with the ability to use initiative to solve problems
- Current driver’s licence
- NDIS worker screening and Working with Children Clearance are essential
- Experience working in case management is strongly desirable

**What we offer**:

- Salary Packaging Benefits (up to $15,899 tax free)
- Collaborative and positive work environment.
- Opportunity for professional growth.

**How to apply**:
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