Customer Experience Specialist

Lifestart supports children and young people with disability, as well as their families and communities, to reach their full potential. To achieve this, we place the child or young person at the centre of all decision-making and planning, supporting them to achieve their goals and live a fulfilling, meaningful life. We are a large organisation consisting of multiple disciplines and areas but are united by this philosophy – that a successful day at work means successfully helping a child or young person living with disability be an equal and valued member of their community and society. To find out more visit www.lifestart.org.au. 

Work in a role where you can talk to people in need and connect them to support that will change their lives. We’re looking for someone who can listen, assess and respond to a diverse range of customers from different backgrounds who are seeking support for the children and young people they care for. You’ll effectively triage them and become a central point of contact as they begin an often challenging journey. Every day, you can go home knowing you made a real difference to that journey.   

This role will talk via phone to families with children aged under 9 years who wish to access NDIS supports. You’ll ask questions about their child that will help determine what may be available to them, ascertain and upload the required documentation from them, provide them with relevant information that may help them, and become their initial point of contact.

Responsibilities include:

• Serving as the initial point of contact for customer calls, effectively managing incoming communications, and providing prompt assistance or escalation as necessary.
• Receive and assess customer inquiries, requests, and issues, determining their nature and urgency to prioritise and route them to the appropriate internal teams or departments for resolution. 
• Create accurate customer records, including contact information, inquiries, issues, and possible interim support, ensuring completeness and confidentiality in compliance with company policies and regulations. 
• Verify and validate customer information and details provided during intake, ensuring accuracy and completeness to facilitate efficient resolution and follow-up actions. 
• Liaise with internal teams, departments, to connect customers with the right resources or personnel capable of addressing their specific needs or inquiries effectively. 
• Assist in troubleshooting and resolving straightforward customer issues or inquiries independently, utilising available resources and knowledge base to provide timely and satisfactory solutions. 
• Provide guidance, instructions, and support to customers regarding next steps, processes, or actions required, empowering them to navigate through their inquiries or issues effectively. 
• Communicate with customers promptly and professionally, keeping them informed of progress, updates, and resolutions regarding their inquiries or issues, and following up to ensure satisfaction. 
• Collaborate with internal teams, departments, or stakeholders to streamline intake and triage processes, share insights, and address common issues or challenges for continuous improvement. 
• Adhere to quality standards, service level agreements (SLAs), and compliance requirements in intake, triage, and customer record management, ensuring consistency, accuracy, and adherence to established protocols. 

• Relevant qualifications in customer service or equivalent knowledge and experience.
• Minimum 3-5 years’ experience in a customer service role.
• Previous intake and triage experience preferrable.
• Experience in the community services or disability sector and knowledge of the NDIS will be well regarded.
• Highly organised and efficient, with strong attention to detail and accuracy, and able to work with technology in an agile changing environment.
• Ability to work flexibly in response to families’ individualised needs and priorities.
• Understanding of inclusion, cultural sensitivities, and the needs of diverse communities.
• Align with Lifestart’s values and believe you would be a great fit.
• Valid Working with Children’s Check (WWCC) Clearance (or willingness to obtain)
• Valid NDIS Worker Screening Check (NDISWC) Clearance (or willingness to obtain)
• Fully vaccinated for the Covid-19 Virus (3 doses) or accepted medical exemption certificate.

Be rewarded by supporting children and young people of all abilities to lead inclusive lives within their community. You will enjoy a culture of collaboration and inclusion where our people are motivated, challenged and recognised for their contribution. Our benefits include, but are not limited to:

• Competitive base salary, plus superannuation and leave loading
• Ability to increase your take-home pay by $4,000-$6,000 through salary packaging
• Additional week of paid leave issued in December each year
• 15 days personal leave, plus paid cultural and parental leave
• Access to vehicle novated leasing and discount program 
• Hybrid working opportunities to ensure work/life balance 
• A supportive and inclusive team environment with a strong focus on employee wellbeing, plus additional support via Employee Assistance Program 
• Join a dynamic and supportive team! Seize the opportunity to thrive in a nurturing environment that values inclusion, collaboration, diversity, and integrity.

If you believe you are a good fit for Lifestart after reading the above information, we look forward to receiving your application. Please include your resume and a cover letter expressing your interest and suitability for the role. 

Applications close: Friday, 21 June 2024

For further information you can contact a member of the Recruitment Team on (02) 8526 8***.

We are an Equal Opportunity Employer, welcoming people with disability or lived experience, people from diverse cultural and linguistic backgrounds, people from the LGBTQI+ community and those people who identify as Aboriginal and Torres Strait Islander to our team. When you join Lifestart, we will value each individual's unique contribution. 

We are currently not accepting introductions by recruitment agencies.