Position Statement

The position of Client Services Officer provides an efficient telephone/receptionist service to clients and staff of Relationships Australia Northern Territory (RA-NT). This is a key position and is instrumental in delivering high standards to RA-NT’s clients and internal stakeholders. The position involves providing a high degree of administrative support throughout the organisation.

In the performance of this role, you are required to comply with the Safeguarding Children and Young People Practice and Behaviour Guidelines and to participate in cultural fitness activities. This is an on-site position.

Key Accountabilities and Deliverables

• Utilise excellent communication skills and a high level of judgment when dealing with a wide range of clients in a variety of situations.
• Answer, screen and process all incoming calls, which can include communicating with clients in a crisis situation. Provide advice to clients on the services RA-NT offers, explaining fee structures and payment options.
• Manage the client appointment system, by liaising with other teams in relation to their availability and movements.
• Responsible for checking appointment system information is recorded accurately: data, statistics and client fees.
• Ensure security and confidentiality of information in the reception area including integrity of computer data, daily worksheets and wait lists.
• Greet clients upon arrival and provide assistance if required with the completion of appropriate paperwork.
• Complete duties based around the Front Office Manual and other procedural documents, consulting and updating them as necessary.
• Issue statements on a monthly basis to debtors, undertake debt recovery action, and follow up aged outstanding client debts with clinical staff for direction on recovery action.
• Use various applications of Microsoft Office to create meeting minutes, letters and spreadsheets.
• Organise or assist with special functions held within the organisation for staff/board members.
• Provide assistance to the manager and other staff, when and as required.

Qualifications and Experience

Essential

• Ability to work in a challenging environment and positively contribute to a small team.
• Excellent organisational skills, particularly in prioritising workloads and managing competing deadlines.
• A confident and outgoing approach with excellent communications ability and telephone manner.
• The ability to respond sensitively and appropriately to distressed callers.
• A high level of initiative, flexibility and time management skills.
• Advanced Microsoft Office skills.
• NT Driver's Licence

Desirable

• Understanding of trauma-informed and client-centred service delivery. Experience working with culturally diverse communities, including Aboriginal and Torres Strait Islander peoples.
• Qualifications in administration, business support, or a related field.
• First Aid Certificate

Requirements

• A satisfactory Northern Territory working with children check (Ochre Card).
• A satisfactory national criminal history check.
• A commitment to our Safeguarding Children Practice and Behaviour Guidelines.

To obtain further information visit us at www.nt.relationships.org.au/careers. 

Applications will be processed as received and only successful candidates will be contacted. To discuss this position further please contact Kylie on 08 89234999.

Relationships Australia NT encourages applications from people of all ages, nationalities, abilities and cultures – including Aboriginal & Torres Strait Islander peoples, CALD, the LGBTQI+ community and people living with disability. We are happy to adjust our recruitment process to support your accessibility needs.