Job no: 505628
Employment type: Full Time
Location: ACT, Newcastle, Maitland & Hunter, Sydney, Darwin, Brisbane, Adelaide, Hobart, Melbourne
Categories: Disability

SKILLS & EXPERIENCE

• Strong experience in providing timely and accurate customer service in a high transactional environment (e.g. call/contact centre)
• Experience working with telephone and data entry applications (Amazon Connects experience highly regarded)
• Experience in the disability or other community-based sector
• Accurate data entry skills, attention to detail and ability to work to deadlines and priorities tasks
• Demonstrated understanding, empathy and patience to provide person centred support to customers
• Strong written and verbal communication and customer service skills
  Successful candidates will be required to clear probity checks including a National Criminal History Record Check and NDIS Worker Screening Check.

ABOUT THE ROLE

As the first point of contact for all calls and emails received for people seeking disability supports from Life Without Barriers, you will be responsible for responding in a professional, empathetic, efficient and timely manner, resolving queries or escalating and triaging calls as appropriate.
The successful candidate will have a background in community services to effectively provide person centred, trauma informed, empathetic communication over the phones as well as previous experience within a contact, call centre or high-volume customer service role to effectively handling a high volume of email and phone queries.
This is a 12-month full-time position that can be based anywhere within our national footprint with flexible hybrid work from home arrangements. Our National Disability Services line is open between 9am to 5pm (AEST).

KEY RESPONSIBILITIES

• Respond to customer enquiries via phone, email and web forms, providing introductory information, general advice, guidance and resources
• Refer enquiries and escalate urgent or complex issues appropriately to relevant Engagement Partners or LWB representatives
• Resolve issues by addressing customer complaints, troubleshooting problems and finding solutions
• Build rapport with customers, ensuring a person-centred and timely customer service approach across all interactions
• Work collaboratively with the Engagement Team and other stakeholders to ensure a smooth, responsive customer journey with optimised conversion
• Document interactions with customers and generate customer service analytics
• Assist in the creation, documentation and maintenance of user guides and other training resources