Client Service Manager - Gladstone

• Act as the primary point of contact for NDIS clients, addressing and resolving any issues or concerns they may have

• Manage and maintain relationships with clients, ensuring their satisfaction and retention

• Develop and implement strategies for improving customer service and overall client experience within the NDIS framework

• Coordinate with internal teams (e.g. case managers, support coordinators) to ensure client needs are met.

• Monitor and analyze customer feedback and use it to make improvements to the companys products or services

• Prepare and present regular reports to upper management on client satisfaction and potential areas for improvement

• Lead and manage a team of customer service representatives and support coordinators, providing training and support as needed.

• Keep updated with the new policies, procedures and guidelines of NDIS

• Collaborate with service providers, community resources and other external parties to ensure that clients receive the appropriate supports and services.

• Assist clients with their NDIS plan, including goal setting, planning, and budget management.

• Support clients to access the appropriate providers and services within their budget.

• Act as a liaison between clients and providers to ensure that services are meeting clients needs and goals.

• Provide training and education to clients and their families on how to navigate the NDIS system

Requirements

• Bachelors degree or a Certificate in a related field (e.g. social work, disability studies, rehabilitation, health, or others)

• At least 1 years of experience in customer service or account management within the NDIS sector

• Strong understanding of the NDIS and its guidelines

• Strong communication and interpersonal skills

• Ability to multitask and manage multiple clients at once

• Strong problem-solving and conflict resolution skills

• Experience with CRM software and NDIS portals

• Ability to work well under pressure and meet deadlines

• Strong leadership and team management skills

• Strong understanding of community resources and service providers that can support clients with their NDIS plans

• Ability to work with a diverse client base, understanding the different support needs of clients based on their abilities, cultural backgrounds, and language requirements

• Strong computer skills, including proficiency in Microsoft Office Suite and data analysis software

Benefits

Making a positive impact on peoples lives: As an NDIS Client Service Manager, you will have the opportunity to make a real difference in the lives of people with disabilities by helping them access the support and services they need to live independently and achieve their goals.

Professional development opportunities: The NDIS is a rapidly evolving field, and as a Client Service Manager, you will have the opportunity to stay up to date with the latest developments and best practices, and to grow your skills and knowledge.

Working in a supportive and collaborative environment: The Client service Manager role involves working closely with a team of dedicated professionals, including case managers, support coordinators, and service providers. This collaborative environment can foster a sense of community and camaraderie among team members.

Job security: The NDIS is a government-funded program and its expected to continue growing, which can provide a sense of job security for those working in the field.

Competitive compensation: NDIS Client Service Manager jobs often offer competitive compensation packages, including salary, benefits, and opportunities for bonuses or performance-based pay.

Flexibility: Many organizations offer flexible working arrangements, such as part-time or telecommuting options, which can help balance work and personal commitments.

Sense of purpose and fulfillment: The NDIS Client Service Manager job can be a fulfilling and rewarding career choice for those who are passionate about helping people with disabilities and want to make a positive impact on society.

Career advancement opportunities: As NDIS expands and more people with disabilities become eligible for support, there will be an increasing need for managers and leaders in the field, providing opportunities for career advancement.