Customer Service Consultant

Hybrid working model | flexible work arrangements
- Staff benefits including 5 weeks leave and Salary Packaging
- We are committed to your success and will support you

**Your benefits when working for Northcott**:
**Hybrid working model** - you will get to work in the comfort of your own home, as well as your local office.

**Generous Annual Leave**- you will take advantage of 5 weeks paid annual leave to maintain a healthy work-life balance.

**Salary Packaging**- boost your earnings with salary packaging options, including up to $15,900 and $2,650 for meals and entertainment.

**Fitness Passport & Discounts**- stay fit with access to discounted fitness memberships, plus enjoy reduced insurance premiums and exclusive offers via Perkbox our discount employee platform.

**Paid Sick Leave**- we care about your health, offering 13 days of paid sick leave each year to support you when needed.

**Paid Maternity Leave**- enjoy 14 weeks of paid maternity leave to help you during an important time in your life. All you have to do is be employed in this wonderful organisation for 12 months.

**About the Northcott, your role and team**:
The Enquiries Team is the first point of contact at Northcott, delivering high-quality support to customers, families, and staff. Acting as the hub of the organisation, they manage enquiries and new customer onboarding to ensure timely access to services.

With a strong team culture and a focus on customer satisfaction, the team works collaboratively to meet KPIs and solve problems proactively.
- Deliver exceptional customer service.
- Manage new customer intake and sign-up, coordinating with Account Managers to ensure a smooth service handover.

**About you**:

- I have a strong background in customer service, call centres, and/or the human services industry.
- I have studied or gained qualifications in disability, social sciences, or a related field that supports my work.
- I have lived experience with, or a solid understanding of, the National Disability Insurance Scheme (NDIS) and the broader disability sector.
- I am registered or willing to register with the NDIA portal and have the capability to manage related daily tasks confidently.
- I have passed, or am committed to passing, the national NDIS screening process as part of the required probity checks.
- I have experience using CRM systems such as Salesforce and use them efficiently to manage information.
- I am confident using booking and intake systems, and I manage these processes accurately and efficiently.
- I have excellent interpersonal and communication skills, both written and verbal, and I build positive connections with others.
- I have a positive, solutions-focused attitude and strive to deliver helpful outcomes for every customer.
- I have a high level of computer proficiency and confidently navigate multiple systems with ease.

**Our Values**:
Our values are the foundation of everything we do at Northcott. They have shaped who we are and continue to guide the way we support our customers every day.
- ** Innovative** - We embrace creativity and forward-thinking to develop new ideas and solutions that anticipate and respond to changing needs.
- ** Respectful** - We listen, value every voice, and recognise each person’s right to be heard and understood.
- ** Brave** - We stand strong in our commitment to people of all abilities, speaking up and taking action—even when it’s challenging.

These values reflect our dedication to creating a more inclusive, empowering, and supportive community for everyone.

**Diversity and Inclusion Statement