Customer Liaison Officer

Customer Liaison Officer
Corporate | Bunbury, Perth Metro, Margaret River
Closing date: 25/01/2024

• Annual salary + Super + Salary Packaging + 5 weeks leave + 2 Wellness days + other Benefits
• Work with a supportive and collaborative team
• Various Locations around Perth, Margaret River/Bunbury

What is Therapy Focus?
Therapy Focus are a non-for-profit, community service organisation who are specialists in individual therapy. We have a team of clinicians and administrative support staff, who work collaboratively to meet the needs and goals of our customers.
The Therapy Focus team is fun, focused and committed to our purpose of supporting people to achieve great things. We offer a genuine, trusting work environment with a hands-on senior management team, offering you support and guidance every step of the way.
We are in an exciting growth phase, and as a result we are looking for Customer Liaison Officers to join our team on a permanent basis. We have opportunities available in several office locations throughout the Perth metro area and in Margaret River/Bunbury.
Be curious. Let’s see where Therapy Focus can take you….
What’s the role?
The purpose of the Customer Liaison Officer is to provide responsive and tailored support for our customers, their families and/or representatives, ensuring they receive exceptional customer services throughout their journey with Therapy Focus.
The Customer Liaison Officer is responsible for ensuring all elements of a customer’s journey is seamless from application to onboarding, discussing funding and service agreements, assisting with feedback and handling complaints, and coordinating service exits. They are also responsible for the collation and ongoing management of accurate customer records in the Customer Relationship Management (CRM) system.
The Customer Liaison Officer instils confidence in customers and stakeholders to continue services with Therapy Focus as their provider of choice.
Key Responsibilities

• Provides high quality customer service using a person-centred approach through multiple channels i.e. phone, email, online, and face to face.
• Uses creative and flexible thinking in responding to customer queries and find solutions to problems.
• Actively supports customers to ensure all elements of a customer’s journey is seamless and responsive; including from application to onboarding, discussing funding and service agreements, assisting with feedback and handling complaints, and coordinating service exits.
• Support customers while they are waiting for services by maintaining customer waitlist, communicating with customers and staff about needs of individual customers, wait times for services, and any change in need for services.
• Work collaboratively with internal stakeholders within the organisation; including Customer Experience, Clinical and Finance teams.
• Maintain accurate and up to date records.
• Maintain an up-to-date knowledge of the systems and practices.
• Create and maintaining accurate customer records in CRM system.
• Understand how various funding streams works, such as NDIS, Medicare and Private Health and ability to explain to customers and others.
• Ability to navigate different provider portals to support funding arrangements to ensure accurate payments.
• Remain up to date and educated with any organisational product or service changes, including but not limited to: pricing and specialist service offerings.
• Understand and uphold governance requirements relating to contracts, privacy and confidentiality, consent, guardianship and court orders.

What’s required?

• Exceptional customer service skills and well-developed communication skills
• Proven time management capability with the ability to multi-task in a constantly changing environment
• Previous experience with records management systems and data accuracy
• Demonstrated experience in a customer facing role
• Ability to find solutions to problems and work with people to resolve
• Strong digital literacy and data management skills including proficiency with Microsoft Office products and Customer Relationship Management systems
• Outstanding interpersonal and organisational skills with a strong customer-focused approach
• The ability to build effective internal and external relationships with a variety of stakeholders
• Be willing to obtain National Police Check, NDIS Worker Screening Check, Working with Children Check

What’s in it for you?

• Competitive annual salary and access to salary packaging providing tax benefits up to $18,550 per year
• Supporting your health and wellbeing with 5 weeks annual leave, 2 wellness days, flexible work arrangements
• A fast-paced environment with variety every day
• Corporate health & wellbeing discounts, including an employee assistance program
• Company branded workwear provided
• A collaborative working environment with encouragement from a passionate and committed team with regular social events
• Be recognised for your contribution and go home knowing you’ve made a difference.

At the core, Therapy Focus' philosophy aims to celebrate difference in all that we do.
Therapy Focus encourages our colleagues to bring their whole selves to work and for every individual to know that this is accepted. Awareness, we believe, is brought about by sharing.
This statement is written to declare that Therapy Focus values the sense of belonging and the respecting of the differences and diversity amongst us and that we aim to adopt this view as a custom in the workplace.
At Therapy Focus we believe every person’s journey should be extraordinary. Our guiding principles of stronger together, make today count, keep it simple, be courageous, make it personal and be exceptional are helping us transform the way therapy is delivered. And we are inviting you to join us on this journey.
What next?
Apply now by attaching your CV and a cover letter outlining your interest in the role. Should you wish to discuss the opportunity in further detail, please contact Vikki Tavelli – Talent Acquisition Lead on 0448 338 986