Ec Customer Service Consultant

Fixed Term role - Full time hours per week starting ASAP.
- $67,137.07 + Super + NFP Packaging
- Western Sydney Location

Due to ongoing growth we are looking for a Customer Service Consultant to join our team to help us provide quality services and proactively solve problems to best meet the needs of our customers.

**What does this role look like on a daily basis?**

As an Early Childhood team member you will engage along several points of the journey with a child and their family. Each day will have different and often competing challenges for you to assess and demonstrate knowledge around, including but not limited to:

- Knowledge of 0-6 developmental milestones and the impact of known & unknown disability on children and their families' support networks
- Meeting Early Intervention Access with the NDIA
- Receiving and interpreting various reports from allied health professionals and conveying that information to the family in a way that is easily understood
- Liaise with community groups, overcome language barriers, respect and be culturally responsive to various community groups across the region.

**On a day to day basis you will be responsible for;**
- Answer all customer enquiries, in a courteous and friendly manner
- Update, create and maintain customer records that meets the requirements of the PITC Grant Agreement and Statement of Requirements
- Initial Intake of families seeking to access NDIS support
- Effective communication with Service Managers, Team Leaders and Coordinators across the region to follow up enquiries and/or complaints.
- Initiate, develop and maintain positive relationships with internal and external customers and stakeholders
- Ensure confidentiality and compliance in all customer interactions (internal and external)
- Support customers to provide positive or negative feedback when required
- Ability to identify high risk issues and escalate accordingly within a timely manner
- Use initiative to prioritise work load in order to meet deadlines
- Ensure decisions are made in line with company policies, procedures and business rules.
- High attention to detail when setting up and maintaining customer records
- Complete all allocated tasks within the targeted timeframe
- Prioritise duties/responsibilities in a manner consistent with service and organisational objectives
- Maintain data integrity in Northcott and NDIS systems
- Makes sound decisions about immediate service delivery issues within service specifications, relevant policies, and guidelines.
- Provide advice and support to fellow team members when requested
- Respect other opinions and be willing to learn from others

**Previous skills, experience and attribute we see you as having**:

- A background in customer service/call centre and/or the human services industry.
- Experienced using booking or intake system and experience using a call centre system.
- Strong knowledge or understanding of the National Disability Services Standards and National Disability Insurance Scheme (NDIS)
- Proven ability to write clear and concise business/customer communications
- Excellent interpersonal and communication (both written and verbal) skills.
- Proven organisational skills with demonstrated ability to multi task and manage time
- Great organisational skills and the need to be busy and hands on,
- Confidence with tools such as Word, Excel, PowerPoint, outlook, adobe and the ability to navigate technology confidently
- Being a people person - someone who is a clear confident communicator who loves building relationships and helping people through every medium - verbal and written.

**Desirable experience**:

- Studies or qualifications in disability, social sciences or any relevant field are preferred.
- Lived experience with and/or an understanding of the National Disability Insurance Scheme (NDIS) and/or the disability sector.

**About us**:
We don’t just focus on the bottom line. Our passion is to support children and families with both undiagnosed and diagnosed disability to live the life that they choose. As a large not-for-profit organisation we offer an inclusive culture, a diverse group of people in a great team environment, growth and desire for excellence. We also offer salary packaging, great leave entitlements and a flexible working environment available.

We also offer a range of perks and benefits to support you to feel valued, balance your work and life commitments, grow your career, and most importantly, enjoy work.
- Career development and growth opportunities
- Regular scheduled mentoring sessions both as a team and one to one
- Comprehensive induction program to the organisation and ongoing PBS training and development
- Work for a company that cares
- Internal career opportunities - Access to Industry leading coaching, mentoring and career development pathways
- Induction Training program - We have a tailored training program to help you understand how we meet targets and see the highest standards
- Support