Client Support Officer

Are you passionate about helping people navigate complex processes and access the support they need? Do you thrive in a role where your communication skills, empathy, and organisation make a genuine difference in people's lives? If so, we'd love to hear from you.

 At Guide Dogs Queensland, our work changes lives.

 As one of Australia's most trusted charities, we support Queenslanders living with low vision or blindness to navigate their world with confidence, independence, and choice. Every day, our dedicated team works alongside clients, families, volunteers, donors, and community partners to remove barriers and create opportunities for greater participation, inclusion, and wellbeing. By joining Guide Dogs Queensland, you'll be part of an organisation that delivers meaningful community impact, empowering people to achieve their goals and live the life they choose while contributing to a more inclusive Queensland.

 As a Client Support Officer, you'll play a key role in delivering high-quality, person-centred support to clients, ensuring they receive timely, accurate, and compassionate assistance. You'll help clients understand and access services, navigate NDIS processes, and make the most of their funded supports.

 Working collaboratively with clients, families, practitioners, volunteers, donors, external organisations, and internal teams, you'll contribute to positive outcomes while ensuring services align with Guide Dogs Queensland's (GDQ) strategic objectives and external service standards.

About the Role
This role sits at the heart of our client experience. You'll be a trusted point of contact for clients, supporting them through their journey with GDQ and helping them understand their options, overcome challenges, and access the services they need.

No two days are the same. You'll balance meaningful client interactions with administration and coordination activities, ensuring services are delivered efficiently and with care.

Reporting to the Client Support Manager, you will:

• Provide professional, responsive, and compassionate support to clients, families, and stakeholders via phone and email.
• Coordinate client intake, referrals, waitlists, appointments, and related program administration.
• Assist clients to understand available services, NDIS funding, service agreements, and support options.
• Respond to enquiries, concerns, and complaints in a calm, empathetic, and solutions-focused manner, escalating complex matters when required.
• Maintain accurate and up-to-date client records and information within organisational systems.
• Support practitioners with appointment scheduling, billing, invoicing, and general administrative activities.
• Coordinate travel arrangements and associated administration for the Impact Team.
• Contribute to continuous improvement initiatives and the enhancement of business processes.
• Support workplace health and safety requirements and assist with the effective operation of office facilities.
• Collaborate with multidisciplinary teams to achieve positive outcomes for clients and the organisation.

About You
To be successful in this role, you will bring:

• Experience delivering high-quality customer service or client support to people with diverse needs.
• Exceptional communication skills, with the ability to build trust and adapt your approach to meet individual client needs.
• Strong written and verbal communication skills, including the ability to translate complex information into clear and easily understood language.
• Excellent organisational and time management skills, with the ability to manage competing priorities effectively.
• Proven ability to navigate sensitive conversations with empathy, discretion, and professionalism.
• Strong attention to detail and the ability to maintain accurate records and data.
• A genuine commitment to person-centered practice and delivering exceptional client outcomes.
• The ability to work collaboratively and positively within a team environment.
• Initiative, adaptability, and a willingness to contribute to continuous improvement.

Highly Regarded

• Experience in disability services, allied health, aged care, NDIS environments, or roles involving funding and compliance frameworks.
• Experience using Salesforce or similar client relationship management systems.
• Knowledge of NDIS processes, service agreements, and participant funding arrangements.

Benefits of working at Guide Dogs Queensland

• Enjoy a rewarding career where you can make a meaningful difference in the lives of Queenslanders living with low or no vision.
• Generous paid parental leave of 12 weeks to support growing families.
• Access generous salary packaging benefits of up to $18,550 tax-free per year.
• Work from our beautiful campus featuring free onsite parking, easy access to public transport, and our four-legged team members in the workplace.
• Support your wellbeing through wellness initiatives and access to our Employee Assistance Program (EAP) for you and your immediate family.