Client Specialist Officer. Permanent Full Time - Flexible Location

About the Organisation

Enhance the lives of older Australians by joining the Life Without Barriers team. Guided by every client’s individual needs and interests, our personalised in-home Aged Care services focus on empowering every person to maintain their home comforts, health, and connections within their community.

Life Without Barriers is a leading social purpose organisation of 8,000 employees working in more than 500 communities across Australia. We support children, young people and families, people with disability, older people and people with mental illness. We work with people who are homeless and refugees and asylum seekers. Join a community of people dedicated to breaking down barriers.

We want to employ people who reflect the diversity of our clients to ensure we can support each client's individual needs and wants. We encourage people of Aboriginal and Torres Strait Islander background and people with disability to apply.

About the Role

As the first point of contact for all calls and emails received by Life Without Barriers current and potential aged care clients, you will be responsible for responding in a professional, efficient and timely manner, resolving queries or escalating and triaging calls as appropriate.

The successful candidate will have previous customer service experience, strong verbal communication skills, experience in effectively handling a high volume of queries and a passion for supporting elderly Australian’s.

This is a permanent full-time position that can be based anywhere within our national footprint with flexible hybrid work from home arrangements.

Key Responsibilities

• Respond to incoming client calls and emails professionally and efficiently
• Escalate or triage calls to the relevant person as appropriate
• Log all calls and queries for record keeping and analysis purposes
• Receive client referral requests and ensure necessary documentation is completed
• Assist with completion of program specific documentation for service delivery and allocation
• Ensure client database in up to date with information received
• Provide administrative support to the team as required

Skills & Experience

• Previous customer service experience, ideally within a contact centre
• Relationships focused with strong interpersonal skills
• Experience in handling a high volume of queries including complaints handling
• Strong verbal communication skills to support our aged care clients over the phone
• High level written communication and computer literacy for responding to email enquiries, data entry and remediation
• Experience within the aged care or community services sector will be highly regarded

Successful candidates will be required to clear probity checks including a National Criminal History Record Check.

To be considered for and appointed to a position at Life Without Barriers, you must be fully vaccinated against COVID-19 with a minimum of two (2) doses or hold a valid medical exemption certificate, in accordance with Life Without Barriers Employee COVID-19 Vaccination Policy. You will be required to provide evidence of your vaccination status during the recruitment process.

Benefits

• Do work that matters and have a positive impact on the lives of vulnerable people
• Up to $15,900 of your annual salary tax free through Salary Packaging
• Monthly rostered days off (think 12 extra long weekends a year!)
• Flexible working arrangements, including work from home
• Join an organisation that champions diversity, inclusivity and equality

How to Apply

Include your resume and covering letter in one document, click ‘Apply’ and follow the prompts. For any enquiries including persons with disability that require adjustments, contact Kestra Caller at recruitment@lwb.org.au

Applications close at midnight on Sunday the 18th of February, 2024