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Customer Liaison Specialist

2 months ago

Sydney, New South Wales, Australia Northcott Full time
Job Summary

We are seeking a highly skilled and dedicated individual to join our team as a Customer Liaison Specialist. As a key member of our customer engagement team, you will be responsible for building and maintaining strong relationships with our customers, identifying opportunities for them to meet their goals, and working closely with our broader team to ensure seamless service delivery.

Key Responsibilities
  1. Customer Relationship Building: Work from a person-centred framework to establish and maintain strong relationships with customers, understanding their needs and goals.
  2. Opportunity Identification: Identify opportunities for customers to meet their goals and objectives, and develop strategies to support their progress.
  3. Team Collaboration: Work closely with our customer engagement team to ensure the handover of customer-specific needs is captured as part of service delivery.
  4. Community Engagement: Engage with the local community and represent Northcott in line with our organisational values.
  5. Customer Check-Ins: Conduct regular customer check-ins and periodical holistic service reviews to ensure customers' needs are being met.
  6. Information Gathering: Gather information and develop customer profiles, ensuring accurate documentation and quality audits.
  7. Resource Management: Identify any resourcing issues and share insights with our team to support the management of customer expectations.
  8. Service Referrals: Refer potential new service requirements from customers to our sales team.
  9. Account Management: Process new requests from account management and plan reviews with coordinators.
  10. Financial Management: Manage customer funds and ensure value for money from customers' plans.
  11. Non-Funded Activity: Follow up and reconcile any non-funded customer activity.
Requirements
  1. Account Management Experience: A passion for and recent experience in account management, customer management, or equivalent health or disability services experience.
  2. Person-Centred Practice: Knowledge of the Person-Centred Practice Framework and ability to apply it in practice.
  3. Disability Services: Strong understanding of the National Disability Services Standards and National Disability Insurance Scheme (NDIS).
  4. Organisational Skills: Proven organisational skills with demonstrated ability to multi-task and manage time.
  5. Communication Skills: Confidence with tools such as Word and Excel, and excellent verbal and written communication skills.
  6. Financial Management: Great financial management skills and ability to manage customer funds effectively.
Why Work for Northcott?
  • We are a leading disability services provider in NSW and the ACT, providing services and support for people with disability and their families and carers.
  • You will have your contribution valued and have opportunities to grow your career with us.
  • A family-friendly workplace is offered, and support is provided for staff to manage their home and work lives effectively.
  • A new recognition and rewards program enables discounts at various retail and entertainment outlets.
  • Salary packaging benefit, gym membership, and an insurance discount.