**Customer & Experience Coordinator Role Overview:**
At New Horizons, we are committed to delivering exceptional customer support and experiences daily, with wellbeing at the core of our mission.
This role involves providing person-centered support to help customers achieve their goals and improve their wellbeing by:
1. Collaborating with support networks and the broader community to enhance customer independence in areas such as living skills, community engagement, financial and health service access, social activities, personal care, employment, education, and training.
2. Reporting to the Program Experience Lead (or Service Delivery Manager, depending on the program) and working collaboratively with the wider team.
**Key Responsibilities:
1. Assisting in resource planning, coaching, and mentoring support workers to ensure they have the necessary skills and knowledge to provide high-quality support.
2. Promoting and demonstrating safe and healthy work practices to maintain a safe working environment for all staff and customers.
3. SUPPORTING change initiatives and modeling positive behaviors to drive a culture of excellence within the organization.
4. Participating in team meetings and sharing information respectfully to foster open communication and collaboration among team members.
5. Utilizing resources efficiently and recording customer information accurately to ensure seamless service delivery.
6. Coordinating daily support and activities for customers to meet their individual needs and preferences.
7. Developing and reviewing individualized support plans to ensure customers receive tailored support that meets their unique requirements.
8. Enhancing customer experience through innovative solutions and feedback mechanisms to continuously improve service delivery.
9. Maintaining confidentiality and professional relationships with customers, families, and other stakeholders to uphold the organization's values and reputation.
10. Ensuring customer records are up-to-date and accurate to facilitate effective service delivery and monitoring.
To succeed in this role, you will require:
1. Relevant qualifications (Cert 3 or 4 in Disability Support or equivalent experience).
2. Technical literacy in Microsoft Office and reporting systems to effectively manage data and communicate with stakeholders.
3. Supervisory skills and basic HR management knowledge to lead and develop a team of support workers.
4. Physical ability to support customers, including lifting up to 10 kg, to ensure safe and accessible support is provided.
5. A valid NSW Driver's C class license to transport customers and perform duties related to the role.
6. The willingness to obtain necessary checks (AFP, WWCC, NDIS WC) to ensure compliance with regulatory requirements.
New Horizons offers a range of benefits, including:
1. Tax benefits (Salary Packaging) available only to employees who work for a not-for-profit organization – through lower tax deductions.
2. An Employee Assistance Program providing counselling services to support staff mental health and wellbeing.
3. Internal and external learning and workplace mentoring opportunities to develop skills and knowledge.
4. Professional development opportunities and secondments to support career growth and advancement.
5. Flexible work arrangements to accommodate diverse needs and promote work-life balance.
6. Long Service and/or Parental leave to support staff flexibility and family commitments.
7. A supportive culture and working environment that values diversity, inclusion, and respect for all employees and stakeholders.