Customer Care Specialist

2 weeks ago

Penrith, Australia Phil Terry Health Care Services Full time

**About us**:
Phil Terry Health Care Services is an NDIS Approved Provider offering a flexible and individualised care service in home and community settings to people with disabilities, enabling them to live independently and to achieve their goals.

**About the role**:
"We are actively seeking a committed and seasoned Customer Care Specialist to become an integral part of our team in Penrith. In this role, the Customer Care Specialist will play a crucial role in supporting the rostering team by efficiently scheduling support staff to meet both operational demands and client support requirements. Responsibilities also include front desk administration duties such as onboarding, follow-ups, managing incoming calls, handling referrals, addressing inquiries, and other related tasks.

Hours of work: 8.30am - 4.30pm Monday to Friday in Penrith office.

Duties will include, but are not limited to:

- Efficiently scheduling support staff to meet operational requirements and client support needs.
- Performing front desk administration duties, encompassing onboarding processes, follow-ups, managing incoming calls, handling referrals, and addressing inquiries.
- Collaborating with the rostering team to ensure effective deployment of support staff.
- Maintaining accurate records and documentation related to customer care activities.
- Participating in team meetings and contributing to the overall improvement of customer care processes.
- Adhering to established protocols and procedures to ensure quality service delivery.
- Handling additional responsibilities as delegated by the General Manager to support organisational goals.

**About you**:

- Customer Service Expertise: Demonstrated experience in delivering exceptional customer service with a focus on meeting and surpassing client expectations.
- Organisational Skills: Strong organisational abilities are crucial to efficiently schedule and manage support staff, ensuring the fulfillment of operational requirements.
- Communication Skills: Excellent verbal and written communication skills are required to handle incoming calls, inquiries, and other customer interactions in a professional manner.
- Administrative Proficiency: Competency in front desk administration tasks, including onboarding, follow-ups, and meticulous record-keeping.
- Initiative: A proactive approach to problem-solving and a willingness to take on additional responsibilities as delegated by the General Manager.
- Team Player: Capacity to collaborate effectively with the rostering team, fostering a positive team environment and contributing to the overall success of the organization.

**Essential criteria**:

- NDIS Worker Screening Check or recent National Police Check
- NDIS Worker Orientation Module: ‘Quality, Safety and You’ Certificate of Completion
- Australian permanent resident

Pay: From $36.00 per hour

Schedule:

- Day shift

Work Location: In person

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