Rostering & Customer Experience Advisor

Aged & Disability Support (Community Services & Development)

We are seeking an experienced Rostering & Customer Experience Advisor to join our SensesWA Customer Experience team on a Permanent role, commencing immediately.

Position Overview:

The Rostering & Customer Experience Advisor is responsible for ensuring a positive and consistent customer experience by coordinating the full breadth of customer liaison activities. As a Scheduler this role involves executing changes to customer and resource rosters and appointments, as required within a short notice period to ensure seamless operations. Knowledge of Social, Community, Home Care and Disability Services Industry Award [MA000100] is a must to succeed in this role.

This role will strive to enhance the overall customer journey, maintaining high standards of service over time and across all SensesWA services. Successful applicants will receive comprehensive on-the-job training to be able to set up and execute service contracts, service agreements, obtain necessary consents and setting up financial packages for financial reporting and invoice management.

Our Schedulers work flexible shifts to accommodate operational needs. Initially, this role will be office-based, Monday to Friday, with working hours between 6:30am and 6:30pm. Upon successful completion of training, you will transition into a rotating schedule, continuing to work shifts within the 6:30am and 6:30pm timeframe. Additionally, evening, weekend, and Public Holiday shifts will be assigned on a rotational basis, with some requiring you to work from home.

What we offer:

• Industry competitive salary + salary packaging up to $15,899 of living expenses and up to $2,650 on entertainment benefits per year + 17.5% annual leave loading (valued at $875 - $1279)
• 4 weeks annual leave and 2 wellness days (valued at $500 - $730) pro-rata
• Option to purchase additional leave, helping you to achieve better work life balance
• Flexible work conditions
• A fun, caring and motivating place to work with a supportive team environment!

What do we need from you?

• Demonstrated experience in a fast-paced customer service or workforce scheduling team.
• Previous experience working with or maintaining customer relationship management (CRM) systems.
• Demonstrated understanding of the Social, Community, Home Care and Disability Services (SCHADS) Award.
• Strong communication, negotiation and interpersonal skills, with the ability to engage positively with a wide range of internal and external stakeholders.
• Proven ability to manage competing priorities within deadlines and changes in work priorities.
• Strong data management skills to establish, refine and manage customer data to ensure robust and accurate data integrity and security.
• Current and in-depth knowledge of how the NDIS Pricing Arrangement and Pricing Limits (PAPL) and Support Catalogue is applied to services, will be an added advantage.
• Provide and maintain proof of eligibility to work in Australia, NDIS Workers Screening Clearance, Working with Children Check, First Aid and a valid WA drivers license.

What’s next:

Click ‘Apply Now’ and upload your CV (no more than 3 pages).

Applications close on Monday 12 May 2025 but will be assessed as they are received, and appointments may be made before the closing date.

For further information about the role or the application process, please contact our recruitment team on [email protected]

Company Overview:

SensesWA is a leading not-for-profit organisation with over a century of commitment to providing exceptional disability services in Western Australia. Our mission is to build capacity by delivering comprehensive disability services, specialising in Community Access, Homes & Living, Sensory Services, Positive Behaviour Support and children's therapies.

SensesWA welcomes applications from Aboriginal and Torres Strait Islander people, people from diverse cultural backgrounds, people with disability, refugee status and members of the LGBTQIA+ community.

Senses WA is an Equal Opportunity Employer that values and encourages social and cultural diversity.