service support advisor

Newcastle, Maitland & Hunter, NSW, Australia, 2295

Brisbane, QLD, Australia

Hobart, TAS, Australia, 7000

Part Time Fixed Term

• Permanent Part Time | 12 Month Fixed Term Contract
• 104 hours per 4-week cycle
• QLD, NSW, VIC or TAS Based | Work from Home

The Incident Response team has been designed to support and enable teams working across the organisation to support service excellence in all areas. The team will focus on supporting, guiding and facilitating teams on areas such as service compliance, team-based support and local community / family engagement.

About the role

The role of the Service Support Advisor is to respond to incidents as they arise and provide support by actively responding to requests and ensuring matters are closed out in a timely and safe manner while ensuring the business is always compliant. The Incident Response team provide 24/7 support across the organisation and all advisors work remotely on a rotating roster.

This vacancy is to backfill other Service Support Advisors while team members are on leave.

The core functions of the role include:

• Customer Outcomes: designing and delivering a positive experience for our customers so that they feel empowered and in control
• Customer Safety: ensuring we always have the right plans in place to support our customers and keep them safe and away from harm
• Service Compliance: continuously monitoring and implementing reviews and processes to ensure compliance against the NDIS Quality and Safeguarding Framework and other relevant requirements
• Service Quality: going above what's required and ensuring effective coordination between service delivery, clinical practises and plans and having the right amount of support at the right time
• Local Community and Family Engagement: working together with families and the broader community on matters which are important to them, ensuring safety to our customers, staff and the public
• Department and Regulatory Liaison: effectively working with various bodies to provide timely, accurate information and ensuring our services meet legislative

About you

As a Service Support Advisor, you will have the following skills and experience:

• Tertiary qualifications in risk management, WHS or a related field with experience working in complex residential environments, ideally at house manager level or above
• Thorough understanding of customer focused incident / risk management with a proven ability to coordinate practical responses that satisfy relevant legislation, standards and / or agreements
• Proficiency in Lumary, Carelink, Riskman or similar systems
• Experience in business continuity, crisis management and incident response
• Commitment to reflective practice and proven ability to apply in practice
• Sound written, oral and presentation skills and proven capacity to foster productive relationships with diverse staff and customers
• Demonstrated ability to perform in high pressure environments
• Current driver's licence and a willingness to travel interstate as and when required

In addition to the above experience and skills, we are seeking an advisor who is resilient, can remain calm under pressure, has endless empathy whilst being able to think on your feet.

About the perks

Joining Lifestyle Solutions makes you feel like you are making a difference in people's lives. Our team is here because they care, and because of this, we have an enriching and rewarding culture within our teams.

You will be working primarily covering annual leave in the team of advisors which will equate to approximately 96 hours per month on a 24/7 rotating roster (12 shifts per 28 day period). The shift times are 0600 – 1430, 0800 – 1630, 1400 – 2230, 1530 – midnight, 1630 – 0100 and 2200 – 0630. You must be able to work all of these shifts. The base hourly rate of $46.48 (above award) plus super, plus applicable penalties for working shifts as well as generous salary sacrificing options.

You will be fully supported with hands on training, initially buddied with other remotely based yet experienced advisors.

About us

We're people who care. Lifestyle Solutions provides services to people with a disability, young people and children in Out of Home Care, their families and communities. Our customers receive services designed to meet their everyday needs and support them to achieve their goals. Our national workforce is committed to providing service that is reliable, responsive, flexible, friendly, empathetic and caring. We believe everyone is equal. We stand for everyone in society having equal opportunity and equal respect. We do this by providing our customers access to quality services and dedicated people who make a real difference in their lives. We believe this is everyone's fundamental right.

How to apply

Applications must be lodged online. For specific questions regarding this role, please contact Caro Bryant via email:

Our organisation is committed to protecting children and young people from harm. We require all applicants to undergo an extensive screening process prior to appointment.