Customer Service Officer

Published
January 13, 2025
Location
Fortitude Valley, Australia
Category
Default
Job Type
Full-time
**Salary Packaging**: Up to $18,550 salary packaging benefits (lower your taxable income and increase your take home pay)

**Benefits**: Fitness Passport & HCF Private Health Insurance discounts
**Extra Leave**: 4 weeks annual leave + additional 5 days leave
**Career growth**: Genuine career opportunities
**Salary**: Competitive remuneration
**Culture**: Friendly and close-knit team environment
About us...
Royal Rehab LifeWorks is part of the Royal Rehab Group, a leading provider of disability and rehabilitation services.
Representing a broad range of professions, our people are united by our values of honesty, respect, working together and innovative thinking. We are inspired by a commitment to clinical excellence and personalised care.
Royal Rehab LifeWorks provides rehabilitation services to people experiencing illness, injury or disability to improve their overall wellbeing through individually tailored programs and world-leading technology. Our approach is informed by world-leading best practice and ultimately guided by the customer
- their needs, their goals, their aspirations.
At Royal Rehab LifeWorks we are proud to be Great Place to Work Certified
About the role..
Join us as an Allied Health Customer Service Officer and be the friendly face and first point of contact for new Royal Rehab LifeWorks clients and their families. Based in our Brisbane office, you'll work closely with our fantastic Allied Health Leaders, clinicians, and teams, ensuring a smooth and seamless journey from the initial enquiry to receiving the right support from our allied health professionals.
This role is all about making our clients feel welcome and supported every step of the way. Additionally, you’ll have the opportunity to contribute to the growth of services in Brisbane and the northside by supporting therapists to deliver exceptional care and expand their reach in the community.
**Key responsibilities include**:
Engage with clients to understand their needs and expectations.
Manage scheduling, waitlists, follow-ups, and escalate service risks as needed.
Gather information to help Allied Health staff provide tailored support.
Collaborate on treatment plans or Service Agreements aligned with client preferences.
Handle sensitive enquiries, provide information, and refer complex issues to staff.
Maintain accurate, confidential service agreements and client records.
Deliver monthly reports on clients, trends, revenue, and outcomes.
Escalate concerns, risks, and complaints to Allied Health Leaders or National BDM.
Adhere to NDIS principles and represent RR LifeWorks positively.
Inform new clients about feedback and complaints processes.
About you
You will be the heartbeat of our reception, welcoming customers warmly and ensuring their experience is seamless. We're seeking someone who excels at connecting with people, has strong organisational skills, and thrives in a fast-paced environment. If you're passionate about delivering exceptional customer service and love making a positive impact, this role is perfect for you This position also offers opportunities for career growth and development for those interested in advancing within our team.
**To be successful in this role, you will also have**:
Experience in customer service or admin, ideally in allied health or healthcare.
Exceptional time management, organisational and communication skills.
Proficient in admin systems with attention to detail and confidentiality.
Skilled in managing priorities and ensuring high customer satisfaction in busy settings.
Knowledge of NDIS frameworks or ability to learn quickly.
Ability to work independently and as part of a multidisciplinary team.
Demonstrated ability to meet and exceed Key Performance Indicators.
High-level interpersonal and communication skills.
Ability to manage and prioritise multiple customer tasks in a flexible, responsive environment with support from leadership and management.
What we offer...
**Salary Packaging**: Up to $18,550 salary packaging benefits (lower your taxable income and increase your take home pay)

**Benefits**: Fitness Passport & HCF Private Health Insurance discounts
**5 extra leave days**: Access to an additional 5 individual leave days
**Career growth**: Genuine career opportunities
**Salary**: Competitive remuneration
**Leadership**: Supportive and experienced leadership team
**Culture**: Friendly and close-knit team environment
Proud to be Great Place to Work Certified
We are proud of our diverse and skilled team of passionate healthcare and support professionals committed to delivering the very best for the people we serve. A career at Royal Rehab LifeWorks is the opportunity to make a difference with a progressive and innovative organisation, built on a rich history of community care since 1899.
Whats next?
If this sounds like the perfect role for you, address the essential criteria in yo