Concierge Officer

**Company Description**:
**Welcome to Ability Action Australia**

We are a national therapy services provider. Every day and in many ways, we are here to help NDIS participants - children, adolescents and adults - get more out of life. Our work is much needed, vitally important and life-changing for our clients and their families.

This role works closely with key Ability Action Australia (AAA) personnel to manage and allocate referrals in an effective and efficient manner so that NDIS participants get more out of life today.

The Concierge Officer is responsible for answering calls, assisting all stakeholders, delivering our customer centric ‘Welcome’ experience and assisting in driving further referrals. They will actively engage with participants and all other stakeholders to positively advocate Ability Action Australia and maximise attraction of new participants.

**On a daily basis, you will**:

- Efficiently and effectively allocate referrals to ensure that NDIS participants are provided appropriate services promptly
- Work closely with all NDIS stakeholders to convert enquiries to referrals whilst maintaining exceptional customer service
- Ensure all enquiries are captured and recorded in the system
- Follow through on all requests within a 24-hour timeframe
- Provide high quality and individually tailored advice to participants who are struggling to navigate through the NDIS
- Ensure all comments are entered into the system, supporting all progress, plans, communications and interactions with participants and stakeholders are clearly documented

**Qualifications**:

- Ideally, experience in the NDIS and/or disability sector
- Experience in an Outbound / Inbound Customer Contact Centre or administration experience
- Sound telecommunication skills
- Capacity to achieve customer service and sales targets
- Highly developed communication and negotiation skills
- Demonstrated ability to deliver high quality, individually tailored customer service
- Ability to understand and work within prescribed systems and procedures

**Additional Information**:
As you support many, we support you. We offer:

- Unlimited learning and development and career growth options through Ability Action Australia and our parent company, MedHealth;
- Essential employee benefits such as an Employee Assistance Program, generous leave arrangements including purchased leave, paid parental leave program and more;
- Investment in your ongoing professional development throughout your career with us including access to regular CPD events and the MedHealth Academy.

We are an Equal Opportunity Employer, proudly welcoming people living with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQIA+ community, veterans, carers and Indigenous Australians to our team.

When you join Ability Action Australia, we want you to bring your whole self to work - and we value your unique contribution.