Our team is looking for two Client Services Administration Officers (locally known as Client Liaison Officer) to join our team Full Time on a 12 month fixed term contract. Our Client Services Administration 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.

Key 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.

Key knowledge & 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 clients.  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.

Some of the benefits that Guide Dogs offer: 

As a member of the Guide Dogs team, you will have access to a wide range of benefits tailored to your needs.

• A competitive remuneration package is available commensurate with skills and experience, which includes tax free salary packaging of up to $15,900. 
• EAP - Get support when you need it with Employee Assistance Program counselling sessions.
• Me Days – Receive two paid days per year to support your health and wellbeing.
• Paid Parental Leave – take time to bond with your new child with 13 weeks paid leave.
• The option to purchase up to 4 weeks additional leave each year.
• Employee benefits program and Reward and Recognition program.
• Annual flu vaccinations. 
• Support for your professional development including paid study leave and educational assistance.
• Join an organisation that makes a meaningful and positive impact on our society.

Guide Dogs NSW/ACT 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.

If you require an adjustment within the recruitment process, please contact jobs@guidedogs.com.au to inform us of your preferred method of communication.