Customer Engagement Specialist

6 days ago

Wollongong, New South Wales, Australia Northcott Full time
About the Role

We are seeking a highly skilled and motivated Customer Engagement Specialist to join our team in Dapto, Illawarra Region on a full-time basis. As the central point of contact for Northcott customers, you will be responsible for building and maintaining strong relationships with our clients.

Key Responsibilities
  • Work from a person-centred framework to establish and maintain robust customer connections.
  • Identify opportunities for customers to achieve their goals and objectives.
  • Collaborate with the broader customer engagement team to ensure seamless handovers of customer-specific needs.
  • Engage with the local community, embodying Northcott's organisational values.
  • Conduct regular customer check-ins and holistic service reviews.
  • Gather information and develop profiles, ensuring accurate documentation and customer set-up.
  • Highlight any resourcing issues and share insights with coordinators/sales/other managers to manage customer expectations.
  • Refer new service requirements from customers (new and existing) to Sales.
  • Process new requests from account management.
  • Participate in plan reviews with coordinators.
  • Manage customer funds, ensuring value for money from customers' plans.
  • Follow up/reconcile non-funded customer activity.
Requirements
  • A passion for and recent experience in account management, customer management or equivalent health or disability services experience.
  • Knowledge of the Person-Centred Practice Framework.
  • Strong understanding of the National Disability Services Standards and National Disability Insurance Scheme (NDIS).
  • Proven organisational skills with demonstrated ability to multi-task and manage time effectively.
  • Confidence using tools such as Word and Excel.
  • Excellent interpersonal skills, with the ability to build clear and confident communication.
  • Great financial management skills.
What We Offer
  • We are a leading disability services provider in NSW, ACT & QLD, offering support for people with disabilities and their families and carers.
  • You will have your contribution valued and opportunities to grow your career with us.
  • A family-friendly workplace, supporting staff to manage their home and work lives effectively.
  • A new recognition and rewards program providing discounts at various retail and entertainment outlets.
  • Salary packaging benefit, gym membership, and an insurance discount.

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