About the business

We provide Community Transport in Sydney's vibrant inner west.

Community Transport is a door-to-door transportation service provided in cars and small buses.

We assist older people and people with disability who need help getting out and about.

We help people stay independent and live an active life in their local community by providing safe and reliable transport services.

Our services include door - to - door shopping, personal and medical transport well as group social outings. We also provide transport services and drivers for other community organisations.

We offer a service that is inclusive and welcoming. Our staff and clients celebrate the diversity of the Inner West in all its forms including cultural diversity, religious diversity, sexual orientation and gender identity.

We welcome applications from candidates who can also speak languages other than English as our client base is multi-cultural as are our staff.

Helping people get where they need to go.

Check out our website https://connectinnerwest.org.au/

About the role

The Client Services Officer is responsible for providing high-quality customer service by responding to enquiries, resolving issues, and ensuring clients and prospective clients receive accurate and timely information. The role supports the organisation’s operations by building positive relationships with clients and prospective clients, promoting take up of community transport services, maintaining service quality standards, and contributing to continuous service improvement.

1. Act as the first point of contact for customer enquiries via phone primarily but also via email and online platforms.

2. Provide accurate information on services, processes, and alternative service options.

3. Process customer transactions, applications, or service requests efficiently and accurately.

4. Maintain records of customer interactions and follow up to ensure satisfactory outcomes.

5. Assist in preparing reports on customer service activities and performance.

6. Support the implementation of customer service policies and initiatives.

7. Identify opportunities for service improvements and contribute suggestions.

8. Resolve customer minor complaints and escalate more complex issues when necessary.

9. Ensure compliance with company policies, procedures, and relevant legislation.

10. Contribute to the ongoing review of operating practices and processes including undertaking risk assessments, to support the application of best practice in community transport service delivery.

11. Other duties as required.

Connect staff are employed under the Social, Community, Home Care and Disability Services Industry Award.

Benefits and perks

Located close to public transport (we're next door to Sydenham Train and Metro Station!)

Flexible working hours

Family friendly

On the job orientation

Skills and experience

1. Strong and clear communication and interpersonal skills.

2. Active listening, and problem-solving ability.

3. Excellent written and verbal communication skills and ability to tailor communication to suit individual needs

4. Ability to upsell services.

5. Ability to remain calm and professional under pressure.

6. High attention to detail and accuracy.

7. Competence with customer management systems, databases, and Microsoft Office.

8. Team-oriented with the ability to work independently when required.

9. Organisational and time management skills.

10. NSW Driver’s License, First Aid Certificate; Police and/or NDIS Worker Clearance

All Connect staff must be fully Covid vaccinated (this includes a third vaccination) - this is a mandatory condition of employment.