Job no: 505561
Employment type: Full Time
Location: Gosford & Central Coast, Newcastle, Maitland & Hunter, Sydney, Darwin, Brisbane, Gold Coast, Melbourne, Perth
Categories: Disability

SKILLS & EXPERIENCE

• Tertiary experience or equivalent in human services or similar
• Demonstrated experience in disability/mental health sector, with a strong understanding of the NDIS/NDIA
• Previous experience in strategic customer engagement function and driving and delivering commercial outcomes through customer service.
• Experience in developing and implementing effective client attraction, retention and satisfaction strategies.
• Experience in generating leads from new and existing partnerships.
• Proficiency with CRM systems for managing client relationships and tracking engagement metrics.
• Ability to work collaboratively with a range of stakeholders
• Effective verbal and written communication skills, proficiency with Microsoft office and ability to use databases
• In depth understanding of NDIS models of support and how these supports may intersect.
  Successful candidates will be required to clear probity checks including National Criminal History Record Check and an NDIS Workers Screening Check.

ABOUT THE ROLE

As an Engagement Partner (Disability and Mental Health (DMH), you will be responsible for proactively generating leads and building and maintaining strong relationships with customers and other key stakeholders, managing the entire customer journey from enquiry to agreement.
The successful candidate will be a subject matter expert in the National Disability Insurance Scheme (NDIS) and all Life Without Barriers (LWB) DMH services. You will be a confident networker with experience in customer service, generating leads, initiating and building strong partnerships and developing and implementing client attraction strategies.
The Engagement Partner DMH will work on a permanent full-time basis with positions available in NSW (Sydney, Newcastle or Central Coast), VIC (Melbourne), QLD (Brisbane or Gold Coast) and WA or NT. Successful candidates will be required to travel within their local areas to engage with internal and external stakeholders and embed themselves in local networks.

KEY RESPONSIBILITIES

• Own and manage the end-to-end customer journey, from enquiry to agreement, across LWB DMH services.
• Deliver exceptional person-centred customer service experiences by ensuring people are central to decisions about the supports they choose.
• Collaborate with Operational Teams to gain expert service knowledge and use these insights and available data to improve referrals and service matches
• Ensure timely responses and quality service to maximise conversation rates, enable smooth transitions into services and to meet customer experience expectations
• Partner with customers to design services that help them to reach their goals and improve their quality of life, considering support needs, funding and available LWB services
• Manage referrals, waitlists, and collaborate internally to maximise lead conversions and identify growth opportunities
• Navigate NDIS systems and develop quotes and service agreements based on agreed supports and NDIS pricing arrangements
• Generate new leads from new and existing partnerships, delivering events and engagement campaigns to promote growth of LWB DMH services