Client Support Specialist

About Able Foods

At Able Foods, we believe that everyone deserves the right to a life of independence and joy, and we know how important food is in delivering that. This means that older Australians, Australians with disabilities, and the care network that supports them have a food partner who always keeps their needs front of mind in every decision.

Our dedicated team understands what it means to create meals that cater to our client's unique needs. Through years of experience, we also know how to best manage both the NDIS and Aged Care (HCP) processes.

Our menu is specially designed with nutrition guidelines that don't sacrifice great taste, and our services are delivered with genuine care from a team who are experts in the NDIS and aged care landscape.

We are a certified B Corp and it is our mission to enable healthier, happier, and more independent lives for each and every ability. At Able Foods, we make food with purpose.

The Role

As a Client Support Specialist, you will be a part of a collaborative and vibrant team that supports participants of the NDIS, their families, and support circles to access healthy meals in line with their goals. You will support them after they have been onboarded to ensure our clients and their support circles have everything they need week to week and assist in maximising the benefit of our services throughout their NDIS plan and subsequent plans.

You will assist our customers in taking control of their health through specialised, nutritious meals.

This role will be starting ASAP and will be offered on a temporary basis to cover parental leave for a period of 13 months. 

Responsibilities

Deliver an amazing client experience:

• Support NDIS participants, their families, and key stakeholders throughout their client journey through various communication touch points - inbound & outbound phone calls, SMS, emails, and live chat. This will involve processing orders, setting up an order method according to the client's needs, maintaining up-to-date records, and managing delivery issues.
• Guide clients and their support circle in maximising our services in an ever-evolving NDIS space.
• Work collaboratively with our Finance team to follow up on failed payments and attend to payment enquiries

Maintain accurate records for a team-based support and dynamic:

• Cultivate a team dynamic where everyone is supported and striving for excellence.
• Keep detailed and accurate records of all correspondences and client's support circles to provide a seamless experience for our clients.
• Manage and triage shared inboxes to support client's needs.

Hit your numbers:

• Deliver against team-based targets
• Work collaboratively with your peers to hit wider business targets

Continuously develop your skills and improve the way we do business:

• Continuously strive for improvement
• Challenge the status quo, and open up to your manager or within appropriate team settings when you notice opportunities to improve the way the business works or our customers experience our services

About You

Essential skills & attributes

• Exceptional people skills and empathy, with an ability to build strong relationships with people from a variety of backgrounds
• Great communication skills (written and verbal)
• High level of attention to detail
• Excellent organisation and time management skills
• Ability to work independently and as part of a small team
• A positive approach to the challenges of a high-growth business
• Commitment to Able Food's values: Equitable access, Continuous connection to the community, Independence, choice and control, Long-term sustainable impact, Improvement and innovation, and Inclusive and healthy workplace

Desirable skills & attributes

• 2 years experience in a sales or customer service position
• Knowledge of the NDIS or Aged-Care Sector
• Background in nutrition

Qualifications and Certifications

• This is considered a 'risk assessed' role and requires an NDIS Worker Screening Checks (NDISWSC).
  This link
  outlines the screening requirements for the state or territory in which this role operates.

What Able Foods offers you

• Competitive Salary Package including incentive structure.
• For-purpose empowerment - confidence that your work is having a positive impact on the world and serving an important mission as part of a creative, friendly and collaborative team
• You'll enjoy flexible working arrangements, including working from our awesome office at Surry Hills HQ (and get assistance with home office set-up).