Our Client Liaison Officers are responsible for assisting people to understand what services Guide Dogs NSW/ACT can provide and completing the intake process for new clients. They are also responsible for ensuring clients have a service agreement and all referrals are entered into the Client Management system for the services required.

The successful candidate will have a sound knowledge of client management systems and ideally government funding streams such as NDIS and MyAgedCare. They will demonstrate superior customer service skills with the ability to manage a busy workload, engage with clients and develop positive relationships, embrace change, continuously improve customer experiences and work efficiently within a team.

Role Accountabilities:

• Deliver timely, accurate and helpful service to our clients (via phone, email and face-to-face).
• Provide clients with support and guidance surrounding funding and eligibility.
• Capture and maintain accurate client data in the Client management system.
• Ensure that service agreements are in place for all clients.
• Achieve NPS and customer satisfaction KPI’s.
• Provide backup support for our St Leonards reception team.

Your background and experience:

• Completion of an administration qualification and/or experience in a similar role.
• Superior customer service skills, with demonstrated ability to liaise professionally, sensitively, and appropriately with a broad range of client.
• Experience supporting or working with people with vision impairments will be highly regarded.
• A team player, with a friendly, flexible and adaptable approach.
• Excellent interpersonal, verbal and written communication skills with the ability to relate to a range of stakeholders including clients, staff and other organisations via phone, email and in person.
• Strong computer skills, especially in client management systems, Microsoft Word, Excel, Outlook and PowerPoint.
• Demonstrated drive and ability to organise, prioritise and complete the duties assigned.

The benefits:

This is a fantastic opportunity to join a team that achieves outstanding results, always supports each other and has fun along the way. The role works across Monday to Friday, 35 hours per week and is based in our flagship office in St Leonards, NSW.

The successful candidate will have access to the following benefits:

• PBI salary packaging.
• Flexible working arrangements including hybrid working.
• Salary Continuance Insurance.
• Generous leave conditions including Paid Parental Leave and Purchased Leave.
• Ongoing professional development and career pathways.

Please see the position description for further information.

At Guide Dogs NSW/ACT we strongly encourage applications from people with vision impairment or blindness.

We are proud to be an inclusive workplace that reflects our clients and the broader community and are committed to providing a work environment in which everyone is included, treated fairly and with respect. We offer equal employment opportunity regardless of your disability, gender or gender identity, race, religion, sexual orientation, age, marital or domestic status, carer status, or political opinion.