Customer Service Officer

Published
October 8, 2024
Location
North West Melbourne, Australia
Category
Default
Job Type
Full-time
**Salary Packaging**: Up to $18,550 salary packaging benefits (lower your taxable income and increase your take home pay)

**Benefits**: Fitness Passport & HCF Private Health Insurance discounts
**Extra Leave**: 4 weeks annual leave + additional 5 days leave
**Career growth**: Genuine career opportunities
**Work life balance**: Flexible work arrangements
**Salary**: Competitive remuneration
**Culture**: Friendly and close-knit team environment
Support our Melbourne team on site and Cairns team remotely
About us
Royal Rehab LifeWorks is part of the Royal Rehab Group, a leading provider of disability and rehabilitation services.
Representing a broad range of professions, our people are united by our values of honesty, respect, working together and innovative thinking. We are inspired by a commitment to clinical excellence and personalised care.
Royal Rehab LifeWorks provides rehabilitation services to people experiencing illness, injury or disability to improve their overall wellbeing through individually tailored programs and world-leading technology. Our approach is informed by world-leading best practice and ultimately guided by the customer
- their needs, their goals, their aspirations.
At Royal Rehab LifeWorks we are proud to be Great Place to Work Certified
About the role
Join us as a Customer Service Officer and become the welcoming face and first point of contact for new Royal Rehab LifeWorks clients interested in our services Based in our North West Melbourne office, you’ll support both our on-site team and the Cairns team remotely. You’ll work closely with our exceptional Allied Health Leaders, clinicians, and teams to ensure a smooth and seamless journey from the initial enquiry to receiving the appropriate support from our allied health professionals. This role is all about making our clients feel welcomed and supported at every step of the way.
**Key responsibilities include**:
Partner with clients to understand their needs and expectations.
Gather information to assist Allied Health staff in providing tailored support.
Collaborate with clients and staff to develop treatment plans or Service Agreements.
Assist with sensitive enquiries and provide information for informed decision-making.
Support client scheduling, waitlist management, and follow-up; escalate risks to management.
Create and maintain accurate and confidential service agreements and client records.
Provide monthly reports to the Allied Health Leadership Team on new clients, exits, trends, revenue, and outcomes.
Escalate concerns, including reputation risks and complaints, to relevant leaders.
Work within NDIS principles and relevant legislation, representing RR LifeWorks positively.
About you
You will be the heartbeat of our reception, welcoming customers warmly and ensuring their experience is seamless. We're seeking someone who excels at connecting with people, has strong organisational skills, and thrives in a fast-paced environment. If you're passionate about delivering exceptional customer service and love making a positive impact, this role is perfect for you
**To be successful in this role you will have**:
A qualification in business, administration, or other relevant discipline (desirable)
Previous experience in a similar role (desirable)
High level interpersonal and communication skills.
Ability to work independently and as part of a multidisciplinary team.
Demonstrated ability to meet and exceed Key Performance Indicators within a team.
Exceptional time management and organisational skills.
Ability to manage and prioritise multiple customer tasks in a flexible, responsive environment with support from leadership and management.
Knowledge of disability, health conditions &/or injury types & strategies
Your Royal Rewards
**Salary Packaging**: Up to $18,550 salary packaging benefits (lower your taxable income and increase your take home pay)

**Benefits**: Fitness Passport & HCF Private Health Insurance discounts
**5 extra leave days**: Access to an additional 5 individual leave days
**Career growth**: Genuine career opportunities
**Work life balance**: Flexible work arrangements
**Salary**: Competitive remuneration
**Leadership**: Supportive and experienced leadership team
**Culture**: Friendly and close-knit team environment
Proud to be Great Place to Work Certified
What’s next
If this sounds like the perfect role for you, address the essential criteria in your cover letter and
The successful applicant may be required to undergo pre-employment checks including but not limited to a current criminal record check working with children check, employment history and referee checks. Vaccination against infectious diseases is strongly encouraged.