Customer Care and Intake Consultant

Learning Links is a not-for-profit charity organisation with a 50-year history helping families and children with learning difficulties and disabilities.

This is a fantastic opportunity for a customer care consultant looking for an opportunity to work amongst a focused and warm-hearted team at a not-for-profit with a lot of purpose.

You will be part of a small team working on a **part time basis** at our site in **Peakhurst. **The shifts are Monday, Tuesday, Thursday and Friday, 9AM to 5PM (a total of 30.4 hours per week). The ability to adjust these hours to support team members on leave may be required from time to time.

**About You**

You are a mature, sensible person with a flexible, can-do attitude who can work independently with mínimal supervision. You always ensure that tasks are completed with precision and in a timely manner. You will be the person that ensures the centre runs smoothly to meet the needs of staff and customers.

**Your role**

In your role you will make a difference to the lives of our children and families as you provide a professional and seamless service when they access our range of products and services.

You will work as part of the Intake team to effectively and efficiently engage, assess, screen, and allocate customers to receive Education Support, Therapy and Psychology services at Learning Links.

In this role, day to day responsibilities will involve delivering all aspects of the Intake function to provide excellent customer service for new and existing clients and internal stakeholders including:

- Managing client bookings, waitlists, and exiting customers through the use of systems provided.
- Communication of all booking changes to the team, and clients in a timely and efficient manner.
- Maintaining an in-depth knowledge of Learning Links’ services and products.
- Manage the end to end customer process for government funded initiatives including utilisation of specialist portals and providing support to staff to ensure processes are completed in accordance with requirements.
- Communicating and liaising with relevant stakeholders regarding NDIS plans, schedules of support and service agreements.
- Maintaining a high standard of privacy and accuracy of client records to support a seamless customer experience.

**Essential Selection Criteria**
- At least 3 years’ experience in customer service and administrative roles.
- Exceptional customer service & people skills with a strong ability to effectively manage client conversations to achieve outcomes.
- Demonstrated high level of proficiency and initiative in scheduling people and resources.
- Demonstrated high level ability to accurately and efficiently plan, execute and record complex administrative tasks.
- Demonstrated time management and organisational skills with ability to manage and prioritise own workload with competing priorities in a busy work environment.
- Effectively and harmoniously work in a team environment.
- Excellent verbal and interpersonal communication skills.
- Demonstrate an effective understanding and use of multiple IT platforms such as word, excel, outlook, (CRM or salesforce desirable).

**Your benefits**
- As a Charity you can take advantage of salary packaging where you can access up to $15,900 tax-free as part of your total remuneration package.
- Variety at work with exposure to multiple disciplines and programs
- We are a strengths-based organisation (using Gallup Clifton Strengths) with hands down the most supportive and welcoming culture around.
- Systems and digital skills training.
- 4-6 dedicated professional development days each year.
- EAP services including access to career support, manager assistance, mental health and counselling services, nutrition/ diet advice, financial counselling, legal assistance etc.
- Giving back to communities by helping kids from low socio-economic or disadvantaged background.
- Cover letter responding to the essential selection criteria.
- C.V.
- Copy of relevant qualifications

**Anticipated Timeframe**

The role is available immediately, but we will wait for the right person. A thorough orientation and induction will be provided upon commencement.

**_ Child safety is top priority for us, and we are a child safe organisation. Successful applicants will be required to undergo a police check and obtain both a Working with Children Check and a NDIS Workers Check. Learning Links also follows government advice regarding COVID-19 vaccination mandates and requires all staff to be fully vaccinated (triple vaxxed) to ensure programs can continue to be delivered safely at our centres._