Customer Experience Officer

**Client Engagement**:
**Job Description: Customer Experience Officer**

**Part Time**

**Position Summary**:
The Customer Experience Officer at our physiotherapy clinic plays a vital role in ensuring an exceptional client experience while supporting clinic operations. This position involves managing client communication, maintaining the clinic’s cleanliness, handling opening and closing duties, and contributing to marketing efforts by creating and posting social media content weekly. A basic understanding of NDIS standards, pricing, and policies is essential to assist clients effectively and ensure compliance.

**Key Responsibilities**:

- Serve as the primary contact for clients, addressing inquiries about appointments, services, and treatment plans.
- Provide a warm, professional, and welcoming environment for clients during their visits.
- Conduct follow-ups to gather feedback and ensure client satisfaction.

**NDIS Knowledge and Support**:

- Possess a basic understanding of NDIS standards, pricing, and policies.
- Assist clients with NDIS-related inquiries, including service agreements and funding approvals.
- Ensure all services provided align with NDIS requirements and documentation standards.

**Scheduling and Coordination**:

- Efficiently manage appointment bookings, cancellations, and rescheduling.
- Coordinate with physiotherapists and other team members to ensure smooth daily operations.

**Clinic Maintenance**:

- Maintain a clean and organised clinic environment, including waiting areas, treatment rooms, and facilities.
- Perform daily cleaning tasks such as sanitising surfaces, restocking supplies, and tidying up after client visits.
- Monitor and report maintenance or supply needs to management.

**Opening and Closing Duties**:

- Prepare the clinic for the day, including setting up equipment, checking supplies, and ensuring readiness for clients.
- Secure the clinic at the end of the day, including turning off equipment, locking doors, and organising for the next day.

**Social Media and Content Creation**:

- Create and post engaging weekly content on social media platforms to promote services, share health tips, and highlight success stories.
- Collaborate with the team to develop visually appealing content, including photos, videos, and infographics.
- Monitor social media engagement and respond to comments or inquiries promptly.

**Problem Resolution**:

- Address and resolve client concerns or complaints professionally and promptly.
- Escalate complex issues to the appropriate team member while ensuring follow-up and resolution.

**Client Journey Optimization**:

- Collect and analyse client feedback to identify areas for improvement in services or processes.
- Work with the team to implement changes that enhance the overall client experience.

**Communication**:

- Provide clear and accurate information about clinic services, fees, and policies.
- Send reminders for upcoming appointments and assist with pre-appointment preparations.

**Data Management and Reporting**:

- Maintain accurate and up-to-date client records in the clinic’s management system.
- Track and report on client satisfaction metrics, social media engagement, and other relevant data.

**Marketing and Retention Support**:

- Assist with client retention initiatives such as loyalty programs, newsletters, and special promotions.
- Promote workshops, events, or offers to attract and retain clients.

**Key Skills and Qualifications**:

- Experience in customer service or a client-facing role, preferably in healthcare or wellness.
- Basic understanding of NDIS standards, pricing, and policies.
- Strong interpersonal and communication skills with a client-first approach.
- Proficiency in social media platforms and content creation tools.
- Ability to handle sensitive situations with professionalism, empathy, and confidentiality.
- Proficiency in clinic management software or CRM tools (e.g., Cliniko, Splose, Nookal).
- Strong organisational skills and attention to detail, particularly in maintaining cleanliness and completing daily tasks.
- Ability to work independently and handle opening and closing responsibilities reliably.

**Key Performance Indicators (KPIs)**:

- Client satisfaction (CSAT) scores.
- Adherence to NDIS standards and successful resolution of NDIS inquiries.
- Cleanliness and organization standards of the clinic.
- Efficiency of opening and closing procedures.
- Social media engagement and follower growth.
- Timely resolution of client concerns.

This role is ideal for someone who is proactive, detail-oriented, and passionate about creating a welcoming and efficient clinic environment while supporting clients and contributing to clinic growth.

**Job Type**: Part-time

Pay: $23.23 - $42.78 per hour

Expected hours: No less than 16 per week

Schedule:

- 8 hour shift

Work Authorisation:

- Australia (preferred)

Work Location: In person

Application Deadline: 19/01/2025
Expected Start Date: 27/01/2025