Customer Connections Officer

Answering customer enquiries and addressing concerns via phone and emails as you will be the first point of contact for clients and their families.
Processing new and existing clients’ enquiries and telephone registrations by establishing a good rapport with clients, understand their needs and provide them with the right support.
Assisting providers with their enquiries managing multiple tasks at once, including scheduling appointments, managing records, and processing applications.
Setting up new clients on the NDIS Provider Portal and the MPS database – basic understanding of NDIS processes, including the eligibility criteria and the application process, is highly regarded
Renewing expiring Registrations as well as monitoring incoming invoices that could not be automatically routed by the system
Maintaining accurate records of customer interactions and following up on enquiries, as well as other administrative tasks as required while maintaining confidentiality of sensitive information.
Managing access to customer files- checking access authorisation for Parents, Nominees, Support Coordinators and Third-party contacts
To be successful in this position you will have:
Excellent communication skills: Clear and articulate phone manner and excellent written communication essential for this role.
Strong organisational skills: Managing multiple tasks at once, including handling incoming calls, managing records, and processing applications.
Attention to detail: High attention to detail required as you'll be responsible for ensuring that information is accurate and up to date.
Customer service skills: The ability to provide excellent customer service is a must for this role. Being friendly, empathetic, and patient with clients, their families, and other stakeholders is essential.
Computer skills: Having strong computer skills is critical to being efficient and productive working with various software applications.
Ability to work in a team: Ability to work collaboratively and supportively with others is essential.
Understanding of NDIS processes: Understanding of NDIS processes: A basic understanding of NDIS processes, including the eligibility criteria and the application process is highly regarded.
Ability to handle confidential information: Sensitive information you will handle with discretion and confidentiality.
What we can offer you:
Novated leasing benefits and discounts
12 weeks paid parental leave and access to our Parents Portal
Comprehensive learning and development opportunities to support your career growth
Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
Exempt Employee Share Plan
What we can offer you:
Novated leasing benefits and discounts
12 weeks paid parental leave and access to our Parents Portal
Comprehensive learning and development opportunities to support your career growth
Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
Exempt Employee Share Plan