Customer Service Officer

**Why join AFFORD?**
- Not for profit salary packaging available of up to $15,900 NFP.
- Access to Afford Rewards which entitles you to discounts on a range of products and services.
- Discounted gym memberships nationwide (Fitness Passport).
- Ongoing paid training and professional development.

**About the role**:
This role will deliver a customer-first service and specialist administrative support to a wide range of internal and external customers, with the aim of resolving enquiries at the first point of contact where possible.

The role is responsible for being the first point of contact for all Afford enquiries, ensuring potential clients for Afford are well-looked after and provided with timely and correct information, liaising with our service delivery teams to onboard new clients, supporting our employees with best points of contact for answers, preparing Service Agreements and renewals and ensuring they are in line with client needs, wants and goals and that risk assessments and suitability matching criteria are appropriately completed.

**Key Responsibilities**:

- Respond to inbound phone, digital and social media chat enquiries from external and internal stakeholders in a professional, solution focused and empathetic manner.
- Conduct outbound phone calls and return digital communications in a timely manner with the right information.
- Coordinate the centralised intake/onboarding, assessment and referral process for new clients (or their representatives), ensuring that they receive appropriate advice and support while completing required documentation.
- Prepare quotes and Service Agreements for review and signature.
- Help maintain an up-to-date presence of Afford on online information and directory portals.

**Essential Criteria**:

- Experience in a client facing role, ideally within the NDIS, aged care or other human services sector
- Outstanding communication and interpersonal skills
- Proficiency in the use of computer systems and software, including Microsoft Office and Customer Relationship Management (CRM) systems
- Strong problem-solving skills with the ability to think creatively and adapt to different situations
- Ability to work Support Centre shifts as and if required, this may be between the hours of 8am - 7pm
- Be willing to provide update to date Covid vaccination certificate or medical exemption


**Desirable Criteria**:

- Demonstrated in depth knowledge and understanding of the National Disability Insurance Scheme (NDIS) and Disability Employment Services (DES)
- Experience with business software packages; including customer billing, HRIS, IT Helpdesk, Incident Management, document management and geographical information systems
- Understanding of Simple English and/or Easy Read practices
- Experience using interpreters and disability accessible language to communicate to people with a range of communication abilities

**About Australian Foundation for Disability (Afford)**

Our Vision is to provide innovative and flexible high-quality support that will genuinely enhance the lives of people with disabilities, their families and carers.

Afford is a recognised employer and our employees enjoy a range of benefits including;
- Ongoing professional development and paid training
- Fun and supportive workplace culture
- Not for profit salary packaging, and discounts on a range of products and services including gym memberships.

Afford is an Equal Opportunity Employer - we support and celebrate diversity and do not discriminate. We are for all people, regardless of difference, and know that the more inclusive we are the stronger our work culture and the better our service delivery will be. All employment is decided on the basis of qualifications, experience, merit and business need.