Customer Liaison Officer

Be part of the exciting expansion of NDIS services
- Collaborative working environment with supportive leadership
- Not for profit, community-minded organisation

**About the role**

Maxima is expanding our NDIS services and have an exciting new opportunity in the Hindmarsh head office.

Your demonstrated experience in customer service, knowledge and understanding of the NDIS policy and framework will allow you to play an important role in supporting our customers to achieve choice and control with their NDIS plan. This includes services such as plan management, employment supports, allied health, support coordination and psychosocial recovery services. To align with the Maxima values and approach, you will need to have an exceptional customer-centric focus and administrative skills.

Joining the team at an exciting development stage, your ability to work outside the box to provide 1:1 engagement with potential customers and help grow a thriving service offering for Australians living with disability.

**Your Responsibilities**

In this role, you will:

- Respond to all customer queries, liaise with NDIS Team Leaders and Service Stream Leads throughout the intake process.
- Provide current information on all NDIS services to support customers to make informed choices on available services which meet their individual needs.
- Maintain a high level of knowledge and understanding of services that can be billed under the NDIS framework.
- Ensure that funding availability for the requested services is established through sighting of NDIS Plans or copies of relevant funding sections.
- Complete Service Agreements, Schedules of Support and make service bookings in PRODA as required for new and existing customers.
- Ensure all enquiries are recorded in the relevant CRM system and that case notes and follow up processes are completed correctly within the system.
- Maintain information in the CRM, customer files and databases appropriately to ensure that files meet with audit standards on an ongoing basis.
- Record customer feedback, compliments, complaints and incidents to escalate for review in line with organisational and departmental policy and procedure.

**You will need**
- Exceptional customer service skills with significant demonstrated experience in a customer facing role
- Exceptional skills in building rapport quickly with a diverse range of stakeholders
- Demonstrated ability to work with various computer software packages
- Demonstrated experience working with disadvantaged or marginalized people
- Working knowledge of the NDIS standards, price guide, framework and legislation
- NDIS Worker clearance, Working with Children Clearance and police check
- Evidence of an approved ATAGI COVID Vaccination or a valid exemption as required from the relevant government health authority

**You might also have**:

- Previous experience with Lumary (ideal, but not essential)
- Cert IV in Disability, Community service or other relevant tertiary education
- NDIS Worker Induction Module

**Culture and Benefits**

At Maxima we distinguish ourselves by offering a supportive working environment. Be welcomed into a culture of continuous improvement and endless learning opportunities.
- Salary sacrifice your yearly income by working with a registered not-for-profit
- 17.5% annual leave loading
- Personal Accident & Illness Insurance cover
- Healthy lifestyle initiatives
- Continuous training and development
- Long term career development opportunities
- Volunteering leave
- Employee Assistance Program
- A community-focused team culture

**About Us**

Maxima Group is a national not-for-profit organisation with a diverse approach to supporting our communities. Starting as a group training organisation, we’ve grown over the last 35 years into a recruitment and development one-stop-shop for everyone in our communities. Having led that growth with a strong focus on disability inclusion and meaningful employment, our passion has made us a leading player in the Disability Employment Services (DES) program, and consistently rated as one of the country’s top performers in achieving outcomes for jobseekers. With Maxima NDIS support services already operating under School Leaver Employment Support (SLES), we are working hard on building more NDIS services and looking to work with the best in the business to get the best outcomes for our customers.

**How to Apply**
- Maxima believes in the strength of a diverse workforce. We welcome applicants who have a disability, identify as First Nations, are from culturally and linguistically diverse backgrounds or are members of the LGBTQIA+ community. The life experiences of our employees help us build strong relationships with our customers and enables us to deliver services that benefit all members of our community._