Client Intake Officer

3 days ago

Blackburn, Victoria, Australia Nextsense Full time $60,000 - $80,000 per year

Posted: 22/09/2025

Closing Date: 20/10/2025

Job Type: Permanent - Part Time

Location: Blackburn

Job Category: Allied Health

Our Purpose and Ambition

NextSense is a not-for-profit organisation supporting people with vision or hearing loss across Australia. We work with children, adults, and their families, providing a holistic approach to hearing services for newborns through to people over 90 years old, and helping children who are blind or have low vision to develop the right skills, mobility, and independence to confidently explore their world.

NextSense has been breaking boundaries since 1860, and we've been expanding our services ever since. Today, we deliver world-class education (both to children with sensory loss and to professionals in the field), cochlear implants, allied health services, therapy, research, and clinical services to children and adults. We're a registered NDIS provider, working with our clients to achieve their own goals and potential.

We're committed to research and innovation; harnessing the latest technologies and new ways of thinking and educating the next generation to lead the way in hearing and vision services.

Our new world-leading centre for innovation on-site at Macquarie University NSW represents a new era for hearing and vision loss. This nationally significant social infrastructure project was undertaken to nurture, trial and share new ideas and form new partnerships that will drive better outcomes for people who are deaf, hard of hearing, blind or have low vision. While the centre is based in Macquarie, its impact will extend across the country to all our sites.

Job Description

The Role

We have an exciting opportunity for a Client Intake Officer to join our team at our Blackburn site. This is a permanent part-time role, on site, working 30.4 hours per week and reports directly to the Client Experience Lead.

As the first point of contact, you'll play a vital role in supporting clients who are Blind, have low vision, or who are Deaf or hard of hearing. You'll take the time to listen, understand their individual goals, and connect them with the right services to help them thrive.

Your day will be centred on creating a smooth and supportive intake experience: guiding clients through their first steps, ensuring they feel comfortable and confident, and setting them up with the services that best meet their needs. You'll build trust and rapport from the very beginning, showing genuine care and respect at every interaction.

This is a role where no two days are the same. You'll use your strong people skills and problem-solving abilities to tailor solutions, knowing that each client's journey is unique. And by helping clients get started with the right services, you'll make a real difference in their experience and outcomes.

Key responsibilities include but are not limited to:

  • Serve as the primary point of contact by managing and triaging phone and email enquiries, categorising them by urgency and complexity, and providing immediate responses or redirecting as needed
  • Conduct structured phone and email interactions with prospective clients or their designated contacts.
  • Ensure clear communication with clients and internal teams to facilitate prompt resolution of enquiries and maintain high customer service standards.
  • Foster strong relationships with referrers through professional and transparent communication.
  • Work with Client Experience Leads to identify and communicate emerging trends across the organisation.
  • Support the nurture of cochlear implant clients that are unsure about proceeding with assessment and surgery.

What we can offer you

  • Competitive remuneration, 100% salary packaging allowing you to increase your take home pay
  • Extensive personal/carer's leave
  • 2 weeks paid leave over Christmas in addition to 4 weeks annual leave
  • Paid parental leave of 14 weeks for primary carer and 6 weeks for secondary carer
  • Access to industry leading education and professional development
  • Collaborative work environment
  • Wellbeing program including Employee Assistance Program
Desired Skills and Experience

To be successful in this role you'll need to demonstrate you meet the following selection criteria.

Essential:

  • Demonstrated experience in delivering high quality customer service in a fast- paced environment, with a strong focus on client satisfaction and effective communication.
  • Working knowledge of Microsoft Office applications
  • Prior experience using a client management system/platform
  • Demonstrates effective time management and teamwork
  • Prior experience providing administrative support and following established procedures and guidelines
  • Excellent verbal and written communication skills
  • Working With Children Check
  • NDIS Worker Check

Desirable:

  • Prior experince providing administrative support to allied health professionals or in the health/disability sector
  • Working knowledge of the National Disability Insurance Scheme (NDIS) framework

We're here to help. If you have any further questions, please reach out to our hiring manager Joanne Fleetwood at Good luck

NextSense is a child safe organisation, candidate compliance with child protection legislation is essential.

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