Early Childhood Customer Service Consultant

• Join our vibrant & inclusive Early Childhood team in Mayfield. 

• Temporary Full-Time role available until June 2025.

• Salary packaging benefits that can increase your take-home pay.

Diversity and Inclusion Statement: Northcott fosters a diverse and inclusive workplace. We encourage individuals with invisible disabilities to apply and are ready to make the necessary adjustments to support your application and employment experience. Reach out to our Diversity, Equity, and Inclusion team at *********@northcott.com.au for assistance or to discuss your individual needs.

Who are we?

The NDIS Partners in the Community Program (PITC) supports the implementation of the National Disability Insurance Scheme (NDIS) locally.

As an NDIA partner, Northcott will deliver the NDIS Early Childhood Approach (ECA) service to local communities in Northern NSW, Mid North Coast, Hunter New England, North Sydney, and Western Sydney. The EC approach supports activities that will improve the independence and social participation of children aged 0-9 with developmental delay and/or disability.

What does this role look like daily? 

The EC Admin team is the first point of call for the family’s journey in the Early Childhood Approach, providing top-notch Customer Service and support to our customers, families, and staff daily. The EC Admin is a team driven by their shared passion for high levels of customer satisfaction. With a strong team culture and common value base, the admin team understands the importance of working together to achieve their KPIs and proactively solve problems to best meet the needs of our customers and staff.

Visit the link below to see how you can make a difference:

https://northcott.com.au/services/ndis-early-childhood-approach/ 

Have a look at some of our team talking about their roles at Northcott:

https://www.youtube.com/@NorthcottSociety/videos

The key objectives of a Customer Service Consultant (CSC) is to:

• Deliver exceptional levels of Customer Service.
• Effectively and efficiently manage enquiries from customers and external stakeholders. Enquiries can be received over the phone, via email, or through web chat.
• Complete intake and sign up for new customers, working closely with the Northcott Intake Manager and Team to ensure families are provided with the correct information and a smooth handover into service delivery.

The essential requirements we would like you to have are:

• A background in Customer Service/call centre and/or the human services industry.
• Experienced using booking or intake system and experience using a call centre system.
• Demonstrated proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook), Adobe programs and the ability to navigate internet technology and multiple systems.
• Proven ability to write clear and concise business/customer communications.
• Excellent interpersonal and communication (both written and verbal) skills.
• Positive and helpful attitude – focuses on achieving a positive customer outcome.

Desirable experience:

• Studies or qualifications in disability, social sciences or any relevant field are preferred.
• Lived experience with and/or understanding the National Disability Insurance Scheme (NDIS) and/or the disability sector.

Other requirements include:

• Current Driver's Licence - P1 minimum
• Valid Working with Children’s Check Clearance - mandatory
• Valid NDIS Worker Screening Check (NDIS WC) or willingness to obtain – mandatory
• Working Rights in Australia for Full-Time Employment
• Fully vaccinated for COVID-19 (including minimum 1 x booster) in accordance with current Northcott Requirements (unless granted an exemption). 
• Successful pre-employment police check

Northcott Culture

• Induction Training Program – We have a tailored training program to help you understand how we meet targets and see the highest standards.
• Supportive and experienced Team Leaders & Managers – we want to see you succeed!
• Diverse and Inclusive—Our teams are multi-cultural, and we embrace different cultures and opinions.

Benefits we offer

• A diverse group of people in a great team environment who share knowledge, pursue growth and desire excellence. 
• Salary packaging, Perkbox, health and wellbeing benefits and more
• Great leave entitlements & flexible working environment.

This role can be held at one of our Northcott offices in the Hunter, Tamworth, Chatswood and Northern NSW.

To apply, please send an updated Resume and a brief cover letter giving an overview of your skills and experience relevant to the role's requirements.

If you have any questions outside the information provided, please email Corrine McGann at **************@ndis.gov.au.

About us:

We don’t just focus on the bottom line. Our passion is to support children and families with both undiagnosed and diagnosed disabilities to live the lives that they choose. As a large not-for-profit organisation, we offer an inclusive culture, a diverse group of people, a great team environment, growth, and a desire for excellence. We also offer salary packaging, great leave entitlements, and a flexible working environment.

Agencies need not send through applications. 

When applying internally, Northcott employees must notify their manager and 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 *********@northcott.com.au .

• Position Description