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.
- General administrative and ad-hoc duties and occasional project work.
- Weekly rostering. High attention to detail required with no duplications, overlaps or empty blocks. Rosters should be completed on by C.O.B. Friday for the following week. Proactive monitoring and recording of future unavailability’s / holidays of support workers and organising suitable covers for those days. Last-minute changes such as emergencies, sickness and absences and arranging covers where necessary.
- Liaising with the internal team at ‘First In Caring’ to complete tasks and continue the flow of work.

**What you will bring**:

- Key Selection Criteria_
- Previous experience working in customer service environment advantageous.
- Previous experience working with NDIS participants and/or Aged Care clients, home care packages is preferrable but not necessary.
- Previous experience using ShiftCare or other rostering software is advantageous.
- Previous experience hiring and onboarding other staff members is advantageous.
- Intermediate to advanced proficiency in Microsoft Office suite (Word, Excel, Outlook).
- Top tier interpersonal skills (excellent verbal and non-verbal communication skills, with the ability to empathize, actively listen, and the ability to handle conflict).
- Strong organisational and time management skills, with the ability to prioritise tasks, handle multiple inquiries simultaneously, and meet deadlines.
- Attention to detail and a commitment to maintaining accurate records and documentation.
- Collaborative team member who can build positive relationships and rapport 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.

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

Pay: $29.96 - $36.30 per hour

Expected hours: 21 per week

**Benefits**:

- Referral program
- Travel reimbursement

Schedule:

- Monday to Friday

**Experience**:

- Office administration: 2 years (required)

Work Authorisation:

- Australia (required)

Work Location: In person