Service Coordinator

The Company
We are a national company that provides a unique range of services that is split across both the healthcare and non-healthcare sectors. We pride ourselves in offering tailored solutions, problem solving, and leveraging from our bespoke systems and experience in the industry. We are passionate about what we do, the positive impacts we can have, and more importantly, a work culture built on working as a team. 

The Role
As the Service Coordinator, you will play a pivotal role in the delivery of services, across both our client services portfolio (NDIS / Child and Youth Services) and business services portfolio (Labour Hire). This role is critical in the coordination of the intake and onboarding process, with the primary focus of ensuring that the transition into our service (for both clients and business customers) is a smooth transition and positive experience. This role will require you to be able to provide a high level of customer service, to both internal and external stakeholders, and coordinate the activity required as part of service delivery. You will be able to provide guidance and direction, based on the policies and procedures in place. This role would be perfect for someone who likes variety, have ownership over their role and responsibilities.. 

The Responsibilities

Referrals and Onboarding (NDIS and Labour Hire)

• Engage with stakeholders (internal and external) to discuss services and obtain all relevant information as part of the onboarding and intake process.
• Accurately capture and collate all details required as part of the service delivery.       
• Create client / service location profiles and accurately maintain these records in our CRM system.
• Work collaboratively with internal stakeholders to develop a service model suitable to meet the client /customer’s needs.
• Provide clear communication to the field staff and service delivery team.
• Maintain accurate and up-to-date records in the CRM system.
• Be part of the implementation team for new labour hire agreements.

Service Delivery

• Daily co-ordination of client and labour hire services – including contacting our field workers and dispatching shifts.
• Monitor the delivery of services post intake for both client and customer services.
• Conduct regular stakeholder meetings to ensure we are delivering a high level of service. 
• Capturing all feedback provided by stakeholders, escalating any concerns to the management.
• Ensure compliance to policies, procedures and / or contractual service agreements.
• Provide weekly shift reports to both internal and external stakeholders.
• Provide monthly reporting to management.
• Roster and scheduling of shifts using rostering databases. 
• Organise and reschedule unplanned shift changes.

Overall

• Be the first point contact for organisations and client enquiring about our services. 
• Respond to all customer requests in a timely manner.  
• Develop and foster relationships with all internal and external stakeholders.
• Demonstrate awareness of diversity and be respectful to all stakeholders of the enterprise.
• Ensure the services are delivered in line with the company's policies and procedures

About you
A positive/energetic can-do attitude and willingness to learn and grow will set you up for a rewarding role in a growing organisation.

To be successful in this role, our ideal candidate will possess:

• Prior experience in customer service or scheduling and rostering is desirable.
• Ability to build and nurture relationships. 
• High level of detail and organisational skills
• Work with minimal supervision in an autonomous environment or in a team.
• Ability to work within a fast pasted environment.
• High level of communication skills – both verbal and written.
• High level of computer skills
• Proficient in Microsoft Office 

To apply for this role you will need to the following, or willing to obtain:
A current Blue Card or Employee Working with Children Check
A NDIS Worker Screening Certificate
A current police check conducted within 6 past months.