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Customer Service Liaison - LAC - Tweed Heads South

Feros Care
  • Be a part of a social reform that's the first of its kind in Australia
  • Join an award winning not-for-profit organisation
  • Work with an energetic and innovative team

Feros Care is proud to partner with the National Disability Insurance Scheme (NDIS) to offer Local Area Coordination services.

We are looking for customer service superstars to help us with our vision to support people with a disability to live their best life by exercising choice and control. This position would suit anyone with drive and passion that wants to be part of a bold, inclusive and accessible workplace.

The role

The Customer Service Liaison role is responsible for a range of administrative and coordination tasks. In this role, your primary focus will be inbound calls, as the first point of contact for participants, families, and the general community. You will need to use your customer service and problem-solving skills to provide guidance around the NDIS and other supports within our service regions.

This position is a full time, fixed term contract to June 2022 (with the possibility of extension), based at our Tweed Heads South Office.

Please ensure when applying for this role you draft a cover letter explaining why you believe you are suitable for this role. If you do not attach a cover letter, your application will not be considered.

Key responsibilities include:

  • Handling a high volume of inbound phone calls
  • Explaining the NDIS to people with disability, their family and the broader community
  • Ensuring all records, information, contacts and activities are recorded in the NDIS IT systems
  • Assisting in gathering information and mapping available community resources and non-funded supports
  • Ability to assist with out-bound calls as required

Our ideal candidate:

  • Minimum of two years experience working within a customer service role or similar
  • Can think on their toes and problem solve effectively as every call we take is different
  • Has a strong attention to detail, nothing passes them by
  • Brings a positive attitude with them everywhere they go
  • Builds rapport with ease
  • Is a confident and everyday user of technology
  • Is ready to smash stereotypes around disability

The boxes you will tick:

  • Well-developed communication skills (written, verbal and listening) with highly developed telephone techniques in order to liaise effectively with customers
  • Excellent problem-solving skills
  • High-level computer literacy and strong experience using Outlook
  • Ability to maintain accuracy whilst working in a busy environment and managing competing demands
  • Demonstrated time management and organisational skills to effectively plan and prioritise work tasks
  • Previous experience working within a high volume inbound/outbound call centre environment desirable
  • Knowledge of the National Disability Insurance Scheme (NDIS) would be advantageous, but not essential as full training will be provided

About us

We want our team to be made up of people from all walks of life. Feros Care would not be where we are today without the unique make up of Game Changers, Dream Makers and Vibrant Creators that help us to thrive every day. We actively seek to include, welcome and value the unique contributions of all people. We harness a culture that embraces individual differences in all its glory and values cultural intelligence.

Feros Care is committed to achieving a diverse workforce and encourage applications from Aboriginal and Torres Strait Islander people, people from cultural and linguistically diverse backgrounds and people with disability. If you would like to discuss accessibility requirements and/or adjustments please contact talent@feroscare.com.au using the subject line: Customer Service Liaison - LAC - Tweed Heads South enquiry via EthicalJobs.

Work perks (the goodies!):

  • Salary packaging (up to $15,899 per annum)
  • Discounted access to applicable health and fitness clubs
  • Access to our Employee Assistance Program
  • Ongoing training and development (face-to-face and online learning)
  • Plus, meaningful experiences through empowering people with disability, their families and carers, and the wider community

Feros Care acknowledges and pays respect to the Traditional Custodians of this land on which we work.

When successful, you will be required to undertake a national police check and provide evidence of your right to work in Australia.

When will I be contacted?

Please note, this is an ongoing recruitment process. Based on the volume of applications, there may be a delay in us getting in touch with you. If you are deemed suitable one of our Recruitment Advisors will be in touch to discuss your application further.

To apply online, please click on the appropriate link below. Alternatively, for a confidential discussion, please call 07 5669 0559 (please choose option 3 to get through to recruitment), quoting Ref No. 943573.

CSL Position Description

How to apply

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