Office Administrator

As an Office Administrator, you will play a pivotal role in delivering exceptional customer service and support to our current and potential NDIS and My Aged Care clients. You will be responsible for assisting clients with their inquiries, providing accurate information about services, and ensuring a seamless experience throughout their journey with us. This is a rewarding and diverse role that requires strong communication skills, empathy, and a genuine passion for helping others.

**Key Responsibilities**:

- Handle customer feedback and address complaints, ensuring a high level of client and participant satisfaction and swift resolution of any issues.
- Provide information and guidance around the NDIS and My Aged Care support services.
- Maintain up-to-date knowledge of any changes around the NDIS and My Aged Care.
- Maintain accurate and up-to-date client records, ensuring confidentiality and compliance with relevant policies and regulations.
- Monitor the progress and outcomes of client services, making necessary adjustments and liaising with internal teams, Allied Health professionals, and external contractors to ensure seamless service delivery.
- Proactively identify opportunities to enhance the client experience and contribute to the continuous improvement of our service delivery processes.
- Liaising with external stakeholders for the benefit of our participants and clients.
- General administrative and ad-hoc duties and occasional project work.

**Rostering and Staff-Client Matching**:

- Weekly rostering with high attention to detail, ensuring no duplications, overlaps, or empty blocks. Rosters must be completed by close of business Friday for the following week.
- Proactive monitoring and recording of support workers’ future unavailability or holidays, organizing suitable coverage as needed.
- Manage last-minute changes due to emergencies, sickness, or absences, arranging replacements promptly.
- Match support workers to clients based on preferences, skills, and availability, ensuring compatibility and a high standard of care.
- Liaising with the internal team at 'First In Caring' to complete tasks and maintain workflow.

**What You Will Bring**:
**Key Selection Criteria**:

- Previous experience working in a customer service environment advantageous.
- Previous experience working with NDIS participants and/or Aged Care clients, particularly home care packages, is necessary.
- Experience with rostering software such as ShiftCare, Care Master, Brevity, etc., required.
- Previous experience hiring and onboarding staff is required.
- Intermediate skills in Microsoft Office Suite (Word, Excel, Outlook, Teams).
- Excellent interpersonal skills, including verbal and non-verbal communication, empathy, active listening, de-escalation and conflict management.
- Strong organizational and time management skills, with the ability to prioritize tasks, manage multiple inquiries, and meet deadlines.
- Attention to detail and a commitment to maintaining accurate records and documentation.
- Collaborative team member who can build positive relationships with clients, colleagues, and external stakeholders.

**First In Caring Culture & Benefits**:
Our team members share a common commitment and passion to make a positive impact in the greater community, and we believe that this shared ethos creates a range of benefits for all who work with us. From opportunities for personal and professional growth to a sense of purpose and belonging, our culture promotes an environment of integrity and accountability.
- A culture of trust and empowerment for people to grow and thrive.
- Commitment to a work-life balance with flexible working conditions.
- Recognition and reward for your contributions.
- Supportive and inclusive workplace environment.
- Focus on mental health and well-being.
- Commitment to ethical and impactful work.
- Focus on work satisfaction.

**Salary**

**Job Types**: Full-time, Permanent

Pay: From $60,000.00 per year

**Benefits**:

- Free drinks
- Referral program
- Travel reimbursement

Schedule:

- Monday to Friday

**Experience**:

- Office administration: 2 years (required)

Work Authorisation:

- Australia (required)

Work Location: In person