Customer Service Consultant

The role has a rotating roster between 8am-4pm, 9am - 5pm and 10am - 6pm Monday-Friday. Northcott work in a hybrid model and are in the office 3 days per week and 2 from home. 

Join our dynamic Customer Services team who are the face of
Northcott. We share a passion for generating customer satisfaction through great Customer Service and are responsible for:

• Intake of new enquiries for all Northcott services
• New Customer Set ups
• Process customer cancellations and support worker unplanned leave, and much more.
• Rostering, add ADHOC customer shifts.
• Timely management of inbound calls, emails.
• Transitioning new customers to Northcott Sales Team ensuring smooth and positive customer experience.
• Collaboration with local service delivery teams in relation to local enquiries.
• Recording information into databases, keeping in line with data integrity.
• Supporting events such as our fundraising campaigns.

With recent experience in a contact centre role we envisage you will have;

• A passion for providing excellent Customer Service.
• Active listening skills.
• The ability to empathise and formulate positive solutions.
• Excellent verbal & written communication skills.
• Ability to achieve and maintain qualitative KPIs i.e. customer satisfaction and efficiency measures
• Resilience and the ability to handle difficult calls.
• Adaptability and the ability to work in a fast paced, continually evolving environment.
• A positive outlook and ability to work as part of dynamic team.
• High attention to detail and data accuracy 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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