ABOUT US

The word ‘audit’ tends to conjure up feelings of deep anxiety. But what if we changed the script and audits were seen as a positive experience that helped organisations to realise risk and identify improvements in safety, quality and service delivery.

Do you use health services? Have you or someone you know sought help with housing assistance, mental health support, or daily assistance if you have a disability? Do you have an older family member living in an aged care facility or accessing community support?

Every day, Australian’s access these services and this is why our work matters. Our ‘why’ as a company is to support our client organisations through the audit process so that they can deliver safe and quality services, because we know that this can ultimately lead to better lives for the people they support.

We provide certification, accreditation and verification audits across a range of quality standards, management standards and safety and quality frameworks, specifically for health and human services. The range of organisations we work with include disability services, child & family services, health services, dental practices, aged care services, and other public and private community-based organisations. HDAA is the latest acquisition for Bureau Veritas' Certification division.

ABOUT THE ROLE

The Client Services Officer is responsible for a portfolio of clients and the coordination of those clients’ audits/assessments. The Client Services Officer manages each client from their initial enquiry, providing a proposal, through to the planning and coordination of their audits, as well as various post audit activities. The role requires building strong rapport and positive relationships with clients, understanding, and anticipating clients’ needs in the context of their regulatory requirements.

The Client Services Officer operate in a complex and fast-paced environment, working to strict timeframes, regulatory requirements, and involves engagement with various key stakeholders. The role entails excellent time management skills to adequately manage a client portfolio, and the ability to effectively prioritise competing demands. The Client Services Officer will be part of a program team and will report to a Program Leader.

There is potential for the right candidate to progress within HDAA and become involved in the technical side of auditing/assessing. This includes important tasks such as technically reviewing audit reports and audit team findings, making final certification decisions, and become a qualified auditor.

REQUIREMENTS OF THE ROLE

This is a full-time, permanent position, Monday – Friday (8:30 am – 5:00 pm).

You will use our custom workflow management software to logically and efficiently manage the duties of your role which include:

• Preparing proposals for your clients;
• Scheduling audits to meet prescribed cycles;
• Preparing audit documents for use by Auditors and your clients;
• Responding by phone and email promptly and clearly to your clients’ queries;
• Invoicing clients and assessors;
• Uploading audit data to Government/stakeholder portals; and
• Maintaining full and accurate records of your client’s audit activity in databases and electronic files.

You will need to have strong attention to detail, a high degree of accuracy in your work and have experience following detailed processes. You will need to maintain positive internal and external relationships with the many people you will work with (e.g., clients, assessors, colleagues, regulators).

HDAA staff work from home. There may be an occasional requirement to travel (e.g., for professional development or stakeholder meetings).

REQUIRED EXPERIENCE AND SKILLS

• A tertiary qualification (e.g., health, business, social sciences).
• Experience in fast paced administration or similar previous role.
• Competent in Microsoft Office Suite (including videoconferencing such as Teams).
• Experience using CRM and administration software and programs (e.g., Xero).
• Solutions focused with a problem-solving approach to challenges.
• Ability to follow set processes and to identify and learn from errors.
• Strong time management skills and ability to balance priorities to meet defined timeframes.
• A professional communication style that is clear, succinct, supportive, and confident.

HIGHLY DESIRABLE

• Auditor qualifications or quality management experience
• Experience working competently from home

BENEFITS:

We offer an attractive salary and an opportunity to develop your experience in a leading global organisation. You will also have the flexibility to work from home or the closest Bureau Veritas office.

Your career is about more than building a resume—it’s a chance to leave your mark.

Make an impact doing work you can be proud of. Contribute to a global mission to enhance standards with integrity and help us create a brighter future for our next generations, and a safer society for us all.

Aboriginal and Torres Strait Islander candidates are encouraged to apply.