Client Specialist Officer

About the Organisation

Enhance the lives of older Australians by joining the Life Without Barriers team. Guided by every client’s individual needs and interests, our personalised in-home Aged Care services focus on empowering every person to maintain their home comforts, health, and connections within their community.

Life Without Barriers is a leading social purpose organisation of 8,000 employees working in more than 500 communities across Australia. We support children, young people and families, people with disability, older people and people with mental illness. We work with people who are homeless and refugees and asylum seekers. Join a community of people dedicated to breaking down barriers.

We want to employ people who reflect the diversity of our clients to ensure we can support each client's individual needs and wants. We encourage people of Aboriginal and Torres Strait Islander background and people with disability to apply.

About the Role

As the first point of contact for all calls and emails received by Life Without Barriers current and potential aged care clients, you will be responsible for responding in a professional, efficient and timely manner, resolving queries or escalating and triaging calls as appropriate.

The successful candidate will have strong verbal communication and customer service skills, including complaints handling, experience in effectively handling a high volume of queries and a passion for putting these skills towards supporting elderly Australian’s. Candidates with previous experience within a contact centre or call centre will be highly regarded.

This is a permanent full-time position that can be based anywhere within our Northern Territory (NT) footprint with flexibility to work from home or one of the local offices. Our Client Engagement line is open between 8:30am to 5:30pm (local time) Monday to Friday.

Key Responsibilities

• Respond to incoming client calls and emails professionally and efficiently
• Escalate or triage calls to the relevant person as appropriate
• Log all calls and queries for record keeping and analysis purposes
• Receive client referral requests and ensure necessary documentation is completed
• Assist with completion of program specific documentation for service delivery and allocation
• Ensure client database in up to date with information received
• Provide administrative support to the team as required

Skills & Experience

• Previous customer service experience
• Contact centre or call centre experience highly regarded
• Relationships focused with strong interpersonal skills
• Ability to handle a high volume of queries including complaints
• Strong verbal communication to support our aged care clients over the phone
• High level written communication and computer literacy for responding to email enquiries, data entry and remediation
• Experience within aged care or community services will be highly regarded

Successful candidates will be required to clear probity checks including a National Criminal History Record Check.

Benefits

• Do work that matters and have a positive impact on the lives of vulnerable people
• Up to $15,900 of your annual salary tax free through Salary Packaging
• Monthly rostered days off
• Flexible working arrangements, including work from home
• Join an organisation that champions diversity, inclusivity and equality

How to Apply

Include your resume and covering letter in one document, click ‘Apply’ and follow the prompts. For any enquiries, please contact Kestra at [email protected]

Candidates with disabilities who require adjustments to the recruitment process or the application form in an alternate format can visit https://www.lwb.org.au/careers/ for information on our access and inclusion work and how to contact us directly.

Applications close at midnight on Sunday the 30th of August