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Customer Experience Consultant

The Disability Trust
Coniston, NSW
A$76,000 p/a
Call Centre & Customer Service → Customer Service - Call Centre
Full-time
On-site

Posted 3 days ago


About the opportunity:

embarc is a leading Disability Employment Services (DES) and Inclusive Employment Australia (IEA) service provider that proudly offers a personal and tailored approach to supporting people with disability, illness or injury on their employment journey.

Reporting to the Customer Experience Leader, the Customer Experience Consultant is a permanent, full time role which delivers exceptional service and support to participants and employers across Australia, driving continuous improvement through effective communication, customer feedback management, and administrative excellence. Our embarc footprint spans across NSW, ACT and VIC however the role can be based anywhere in Australia.

Key duties of this role includes:

  • Conduct Customer Satisfaction (CSAt) and Net Promoter Score (NPS) surveys for both employers and Participants in Paid Training (PPTs).
  • Respond promptly to customer feedback, ensuring concerns are addressed effectively.
  • Share and communicate customer insights across the team to support continuous service improvement.
  • Manage all inbound and outbound calls, including handling, actioning, or transferring calls as needed.
  • Conduct phone-based servicing appointments as required.
  • Re-engage suspended caseloads and promote volunteer participation.
  • Follow up on leads generated from cold calling, marketing efforts, and website enquiries.
  • Maintain accurate and up-to-date staff contact lists and employment records.
  • Conduct pre-welcome calls within 24 hours of a Participant Nomination Date (PND).
  • Manage all referrals, ensuring timely and appropriate processing.
  • Send welcome packs and confirm service entry details.
  • Verify participant eligibility and request Employment Services Assessment Tool (ESAt) reports from the Focus Team, if applicable.
  • Confirm and coordinate initial appointment details, including location guidance and public transport options.
  • Reschedule appointments as necessary to accommodate earlier or site-specific scheduling.
  • Verify participant contact details and provide clear communication regarding appointment expectations and required documentation.
  • Perform general administrative tasks as required to ensure smooth workflow.

What you will bring:

Essential:

  • Excellent communication skills both & written and verbal.
  • Sound knowledge of CRM systems, call software and basic troubleshooting
  • Ability to resolve issues efficiently and empathetically
  • Prioritization skills to navigate systems while communicating with customers and manage call durations
  • Effective team collaboration to share knowledge
  • High attention to detail to accurately record information and follow procedures
  • Resilience and patience while on the phone to provide expert customer service
  • Strong organisation and process-oriented skills.
  • Ability to set priorities and meet deadlines.
  • Ability to liaise with diverse stakeholders.
  • Awareness and knowledge of confidentiality and privacy practices.

Desirable:

  • Minimum 1 year experience in Disability Employment Services
  • Minimum 1 year experience in a Customer Service Role
  • Experience with ESS

Why work with us?

At embarc, we believe your workplace should reflect your stories, your goals, your strengths and your growth. That’s why we offer a suite of benefits, rewards and recognition programs that offer something for everyone.

When you join our team as Customer Experience Consultant, you can expect:

  • An attractive remuneration package between $76,000 to $81,000 (based on skills and experience).
  • All the resources you need to succeed, including a laptop, mobile phone, and access to company vehicles.
  • Generous salary packaging benefits of up to $15,900 for living expenses plus $2,650 for meal entertainment and venue each FBT year.
  • Extra rest and recreation with 5 weeks of annual leave per year.
  • An additional paid day off for your birthday.
  • Flexible public holiday leave options to celebrate recognised days of religious or cultural significance.
  • Access to an abundance of professional development opportunities.
  • Access to a free reputable and confidential Employee Assistance Program for you and members of your immediate family.

Apply now:

To be considered for this opportunity, please submit a cover letter and resume detailing the skills and qualities that make you a suitable candidate for this position.

If you have any questions or would like further information about the role, please contact our Head of Quality, Claims and Compliance on [email protected].

Applications close 5.00pm, Monday 20 October. However, shortlisted candidates may be contacted earlier than the closing date upon receipt of suitable applications.


About The Disability Trust

Mount Hutton, NSW, Australia
Community Services & Development
1001-5000 employees

We are a not-for-profit NDIS registered organisation with a rich history of providing person centred support services. We have been supporting people with disability and their families for over 50 years.

We offer individualised services such as accommodation support, employment assistance, community engagement programs and so much more.

We aim to enhance the quality of life and opportunities for people with disability.

Source: This is an extract from the company's own website.

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