About the Role
Key responsibilities include delivering high-quality customer service, resolving customer enquiries and referrals, triaging complex enquiries and managing participant matters.
Key Responsibilities
* Customer Service:
o Providing front-line support for participants, customers and stakeholders through in-person, phone and email interactions.
* Enquiry Resolution:
o Resolving complex customer inquiries where clear advice or guidance is not available.
o Referring to appropriate teams, government services or community organizations as per NDIS Act guidelines.
* Triage and Escalation:
o Identifying and prioritizing moderately complex enquiries for referral to specialist teams.
* Matters Management:
o Managing participant matters according to NDIS Act, work instructions and Ministerial direction.
* Outbound Calls:
o Making regular calls to participants, providers and stakeholders to address various needs.
* Suitability Assessments:
o Evaluating suitability for entry and exit into specialist planning streams.
* Inbox Management:
o Triaging emails, making decisions on priority and escalating participant matters to relevant teams.
Desirable Skills
* Empathy and Excellent Customer Service
* Problem-Solving and Decision-Making
* Task Management and Adaptability
* Dynamic Problem-Solving and Analytical Skills
Benefits
This role offers a dynamic and supportive environment with opportunities for growth and development. The ideal candidate will be able to effectively communicate with diverse stakeholders and contribute to a collaborative team culture.
Others
The successful applicant will possess excellent communication skills, strong analytical abilities and the capacity to adapt to changing priorities and environments.