Senior Customer Service Officer

The Senior Customer Service Officer will provide assistance to the team each day to ensure the highest level of Customer Service.

Working closely with the Team Leaders and Head of Operations, the role will ensure that key KPI's are met on a daily, weekly and monthly basis. The role actively supports the team with greater knowledge of process and procedures at Plan Partners and within the NDIS by providing technical support, coaching and guidance to the team. The role will also identify, communicate and recommend business processes for continuous improvement in the Plan Partners service delivery.

Key Responsibilities

• Manage and resolve customer escalations and enquiries in a timely and professional manner.
• Provide a high level of technical systems support (Giles and NDIA Portal) and guidance to team members as required, ensuring the maintenance of customer records.
• Support the Team Leaders of Customer Service with day to day requirements of team members, including conducting Customer Service coaching and feedback and managing team based KPIs.
• Assist the Team Leaders of Customer Service in analysing and prioritising tasks and workflows (calls and administration) to ensure support of phone queues and the completion administration tasks.
• Provide high levels of Customer Service to ensure that customers receive the best possible outcome and first call resolution.
• Assist in the identification, recommendation and implementation of continuous business improvement opportunities and initiatives.
• Overview of Plan Partners Dashboard activities and areas of improvement.
• Maintain and update records of every customer transaction including details of comments, enquiries, complaints and actions taken via call notes in the company's systems.
• Ensure compliance with NDIS and Plan Partners guidelines, including commitment to the privacy of customer information and adherence to the Plan Partners Customer Charter.
• Maintain a high standard of process and product knowledge including service provider processes, NDIA processes and Customer Services.
• Work collaboratively with administrative roles responsible for Financial Intermediary invoice processing where required.
• Proactively manage and maintain the internal 'Knowledge'.
• Conduct adhoc product and administration process training as required.
• Contribute to creating and maintaining a motivated, committed and engaged workplace.
• Conduct project work as directed by the Customer Service Team Leaders and Head of Operations.
• Demonstrate how the actions and outcomes of this role and work unit impact customers and Plan Partners' ability to deliver, or facilitate the delivery of, effective support and services.
• Demonstrate an understanding of the National Disability Insurance Scheme (NDIS) and a commitment to the Department's business processes for Customer Service management.
• Provide effective stakeholder management, including escalating enquiries and feedback where required.

What you'll bring...

• Commitment and proven ability to provide a high level of Customer Service.
• Strong problem-solving skills to ensure issues are resolved to the satisfaction of the customer/ stakeholder.
• Excellent written and verbal skills.
• Excellent time management skills with the ability to multi-task and prioritise tasks accordingly
• Ability to work with people with diverse abilities, requirements and goals.
• Ability to maintain relationships with people with disability, carers, service providers and government agencies.
• Ability to work with other team members in a positive and pro-active manner to facilitate service excellence.
• An understanding of various disabilities, and the ability to access Practise Support as required for guidance on complex or unusual circumstances.
• Ability to assess risk in the context of service delivery to a diverse range of customers, in a diverse range of settings, and the ability to implement risk mitigation strategies.
• Ability to recognise areas for improvement, to propose and implement approved changes to process.

What we can offer you:

• Our strong people-first culture
• Flexible/hybrid working to enhance your work/life balance
• Novated lease benefits and discounts
• 12 weeks Paid Parental leave and access to our Parents Portal
• Exempt Employee Share Plan
• Paid Income Protection Insurance under MMSG default Super plan
• Access to a broad range of learning and development programs
• Career break and volunteering leave
• Access to Employee Assistance Program and annual Flu vaccination
• Lifestyle Rewards program

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

Please note only shortlisted applicants will be contacted and all successful candidates will undergo a National Police check and credit checks and must provide a valid Working with Children check.