About the role

We have an exciting opportunity for a Customer Service Manager to join our team, the purpose of this position is to optimise and ensure the delivery of best practice client service, care and experience at Afford. You will be responsible for responding to enquiries about Afford services and will engage with prospective and existing clients to facilitate a high quality and customised onboarding experience for all Afford client s and their support networks.

You will be the custodian of local area marketing and work in partnership with the Brand and Engagement team. This includes but not limited to Managing client enquiries; Work within an optimised system to capture, respond and report on all client enquiries regarding all Afford services.

Ensuring Service Agreements sign ups and renewals are in line with client needs, wants, and goals and that risk assessments and suitability matching criteria are appropriately completed. Provide input into business unit operational plans and initiatives to ensure service delivery and client experience is optimised and reflects client insights and feedback.

You will work closely with direction from the Brand, Engagement and Marketing team and alongside Service Delivery teams, promote Afford’s services and engage with clients, families and carers, sector stakeholders and partners at a local level.

You will be responsible for developing and maintaining productive and effective relationships across Afford and across the sector, utilising these relationships to continuously improve the client experience.

About you

To be successful in this role, you will have:

• A strong commitment to quality client service.
• At least 3 years' experience working in a client facing role with a focus on direct and multi-channel communication with clients.
•  Relevant tertiary qualifications in Disability, community services or similar development and engagement.
•  Deep knowledge and experience working in the Disability Sector.
• Excellent communication skills, both spoken and written with a demonstrated ability to work with and communicate with people from all walks of life.
• Ability to work independently with excellent time and task management skills.
•  Ability to work collaboratively across different functions within the organisation.
•  Strong personal commitment to working in a fit for purpose organisation.
•  Flexible, dynamic, and engaging with strong interpersonal skills.
•  Proficient in the use of Microsoft Office and other applications that may be required.
•  Current ‘C’ class driver’s licence
• It is also a condition of employment that employees who are eligible to receive the COVID-19 vaccination must be fully vaccinated and comply with current COVID-19 booster vaccinations in order to perform duties at any of our workplaces. If you are not medically eligible to be vaccinated against COVID-19, you must provide Afford with acceptable evidence of having a health condition for which obtaining a COVID-19 vaccination is contraindicated.

About Australian Foundation for Disability (Afford)

Afford is committed to safeguarding and promoting the well-being and safety of our customers, their families and carers. We pride ourselves in delivering exceptional quality experiences and in fulfilling our obligations as detailed in the NDIS Code of Conduct and Practice Standards. We will only recruit candidates who share this commitment, and therefore we apply robust recruitment and selection processes to ensure suitability, and all candidates are subject to appropriate pre-employment checks.

Our Vision is to provide innovative and flexible high-quality support that will genuinely enhance the lives of people with disabilities, their families and carers.

Afford is a recognised employer and our employees enjoy a range of benefits including;

• Ongoing professional development and paid training
• Fun and supportive workplace culture
• Not for profit salary packaging, and discounts on a range of products and services including gym memberships.

Afford is an Equal Opportunity Employer – we support and celebrate diversity and do not discriminate. We are for all people, regardless of difference, and know that the more inclusive we are the stronger our work culture and the better our service delivery will be. All employment is decided on the basis of qualifications, experience, merit and business need.