Customer Support Officer

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. 

We are looking for a standout telephone-based Customer Support Officer, who will be serving as the frontline representative of our organisation and will be responsible for delivering high quality customer service. You will be responsible for answering incoming calls promptly, addressing customer inquiries, resolving issues, and providing support in a professional and courteous manner. 

Responsibilities include:

• Serving as the initial point of contact for customers by promptly answering a high volume of incoming calls in a courteous and professional manner.
• Listening actively to customer inquiries, concerns, and requests, providing accurate information, guidance, and solutions to meet their needs effectively.
• Troubleshooting and resolving customer issues or complaints efficiently, utilising available resources, knowledge, and problem-solving skills to ensure satisfactory outcomes.
• Offering assistance and support to customers regarding service inquiries, troubleshooting, and any related questions or concerns.
• Emailing relevant information and links post-call
• Maintaining detailed and accurate records of customer interactions, inquiries, issues, and resolutions in the company's system or ticketing system for reference and follow-up purposes.
• Identifying and escalating complex or unresolved customer issues to appropriate internal teams or supervisors for further investigation and resolution.
• Adhering to established communication protocols, scripts, and guidelines when interacting with customers to ensure consistency, professionalism, and compliance with company policies and procedures.
• Striving to exceed customer expectations by delivering personalized and empathetic service, actively listening to customer needs, and demonstrating a genuine commitment to customer satisfaction.
• Working collaboratively with team members, supervisors, and other departments to share knowledge, best practices, and insights, contributing to a positive and supportive work environment.

• Relevant qualifications in customer service or equivalent knowledge and experience.
• Minimum 3 years’ experience in Customer Support, providing assistance to customers in a telephone-based role. 
• 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.