Are you passionate about making a difference in the lives of people with disabilities? Therapy Care Group is seeking a dedicated and reliable Full Time (38 Hours per week) Customer Service Coordinator to support our dynamic team across NSW.

At Therapy Care, we provide therapeutic and everyday living supports, driven by our mission to build enduring relationships. Join our growing organisation and be part of a supportive team that values your contributions.

About the Role
As the Customer Service Coordinator, you will play a vital role in ensuring exemplary support services for our participants while adhering to the NDIS practice standards and guidelines. The Customer Service Coordinator will deliver excellent customer service to all potential participants, families, and advocates and support their team to achieve their goals. Ensuring all incoming calls and referrals are monitored, actioned and data gathered/completed aligned with the Organisation’s Values, Vision and Mission.

Key Responsibilities

Provide exceptional customer service with an aim of first call resolution wherever possible.

Use effective communication skills to initiate, progress and maintain relationships with customers and relevant others, including greeting customers in a professional manner, identifying the purpose of the contact and progress the relationship to the appropriate next step.

Redirect the customer to an appropriate manager (i.e. RN’s/Allied Health/Services Manager) if the customer’s requirements exceed the CSC parameters and/or the CSC’s level of competence, expertise and responsibilities.

Accurately enter customer details, notes, and actions into the Customer Relationship Management (CRM) database

Maintain up to date participant records per NDIS practice guidelines and standards including onboarding forms stipulated for compliance.

Document and record customer complaints/compliments/feedback on each participant Flowlogic record where required.

Maintain knowledge of Therapy Care’s services and programs.

Provide timely and accurate quotations (schedule of supports) for services to increase the number of customers into the organisation.

Manage email and electronic portals to ensure customer queries and referrals are processed in a timely manner.

Communicating with internal teams to discuss sales targets.

Generating sales leads, building sustainable relationships.

Report on functions of responsibility.

Attend community events/opportunities where required and appropriate to promote Therapy Care Group.

Work collaboratively with the services team.

Updating of Customer Service Manual as systems and procedures change.

Key Requirements:

Experience in working for NDIS registered organisation is a MUST, if you believe you have transferrable skills please note this in your cover letter.

Passion and experience for working with people living with disability with high needs is a must.

Able to follow procedure and ensure the clients’ personal preferences are adhered to.

Confident communicator who can maintain professional boundaries with clients and their families.

Knowledge of NDIS practice standards and funding model is a must.

Excellent written and verbal communication skills.

Impeccable time management and multi-tasking abilities

Experience liaising with support coordinators, support workers, participants and plan managers

Solid computer literacy and capacity to use cloud-based software is essential

The following will also be required of successful applicants:

Valid driver’s license.

Working rights in Australia.

Working with Children Check (or willingness to obtain).

NDIS Worker Screening (or willingness to obtain).

COVID-19 vaccination certificate (or valid medical exemption).

Why Join Us?

Flexible work arrangements.

Opportunities for career progression in a growing organisation.

Birthday gift card to celebrate your special day!

Convenient office locations in the heart of Parramatta CBD, Blacktown CBD and Penrith CBD with parking locations all nearby (free parking at Blacktown - paid and timed parking options in Penrith and Parramatta).

Employee assistance program, including mental health support.

If you’re ready to make a meaningful impact and grow your career with Therapy Care, we’d love to hear from you.

Apply now with your most updated resume!