Customer Partner

Northcott is looking for a Customer Partner to join our team in Toowoomba on a full-time basis; this position is the central point of contact for Northcott customers.

On a day-to-day basis, you will be responsible for;
• Working from a person-centred framework to build and maintain strong relationships with customers.
• Identifying opportunities for customers to meet their goals.
• Working closely with the broader customer engagement team to ensure the handover of customer-specific needs is captured as part of service delivery.
• Engaging with the local community and being the face of Northcott, in line with
organisational values.
• Conducting customer check-ins and periodical holistic service reviews.
• Information gathering and profile development and quality documentation audits -ensuring customers' goals and needs are captured and customer set-up is correct.
• Identifying any resourcing issues and sharing insights with the coordinator/sales/other managers to support the management of customer expectations.
• Referring all potential new service requirements from customers (new and existing) to and from Sales.
• Processing any new requests from account management.
• Plan reviews with coordinators.
• Managing customer funds and ensuring value for money from customers' plans.
• Follow up/reconcile any non-funded customer activity.

We are looking for someone who aligns with our values and is Innovative, Respectful and Brave.

Ideally, you will bring these skills and experience:
• A passion for and recent experience in account management, customer management or equivalent health or disability services experience.
• Knowledge of the Person-Centred Practice Framework.
• Strong understanding of the National Disability Services Standards and National Disability Insurance Scheme (NDIS).
• Proven organisational skills with demonstrated ability to multi-task and manage time.
• Great organisational skills and a need to be busy and hands-on.
• Confidence with tools such as Word and Excel.
• Being a people person – someone who is a clear and confident communicator who loves building relationships and helping people through every medium – verbal and written.
• Great financial management skills.

Why work for us?

• We are a leading disability services provider in NSW and the ACT, providing services and support for people with disability and their families and carers. 
• You will have your contribution valued and have opportunities to grow your career with us. 
• A family-friendly workplace is offered, and support is provided for staff to manage their home and work lives effectively.
• A new recognition and rewards program enables discounts at various retail and entertainment outlets.
• Salary packaging benefit, gym membership and an insurance discount!

Please submit an up-to-date resume and cover letter outlining your relevant skills and experience. 

We do not accept unsolicited agency resumes or applications. Northcott is not responsible for any fees for unsolicited agency resumes or applications. 

Northcott is an EEO employer that welcomes applications from all backgrounds and abilities. Essential pre-employment checks will be conducted.

When applying internally, Northcott employees must notify their Manager and should be aware that their Manager may be asked to endorse their application.

Covid Vaccination Status
The health and safety of our people, customers, and communities is our number one priority. To maintain this, we require all of our employees to show evidence that they have received the two full primary doses and at least one booster dose of a TGA approved Covid-19 vaccination. Evidence of your current vaccination status or medical exemption will be required. Northcott will consider exemptions on a case-by-case basis.
Diversity and Inclusion Statement
Northcott actively promotes diversity and inclusion in the recruitment process and throughout employment. We are committed to providing a workplace where every person is valued, respected and supported to progress. Northcott welcomes applications from and ensures no one is disadvantaged on the basis of their Aboriginal and Torres Strait Islander identity, culture, LGBTIQ+ identity, disability, gender, age, religion or caring responsibilities. If you require an adjustment to participate in the recruitment process, if you have a preferred contact method or require any information provided in an alternative format, please contact Diversity, Equity and Inclusion at diversity@northcott.com.au .

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