Administration and Customer Service Officer

Royal Rehab LifeWorks; Cairns Regional; On-site; AUD 56,000 - 72,000; Full time

Benefits offered by this job

Salary packaging up to $15,900

Dining & holidays packaging up to $2,.

Fitness Passport

HCF private health insurance discounts

Career growth

EAP support

Based in Cairns Clinic

Job summary

Royal Rehab LifeWorks is seeking an Administration and Customer Service Officer to welcome clients and families, acting as the first point of contact and guiding them through the journey from initial enquiry to receiving the right support from allied health professionals.

You will work with Allied Health Leaders, clinicians, and teams to ensure the client experience is seamless, welcoming, and confidential, with opportunities for career growth within a vibrant, inclusive culture.

Qualifications

• Experience in customer service or admin, ideally in allied health or healthcare.
• Strong time management, organisational and communication skills.
• Proficient in admin systems with attention to detail and confidentiality.
• Knowledge of NDIS frameworks or ability to learn quickly.

Responsibilities

• Handle phone and email enquiries, and pass on complex questions to the right staff.
• Manage scheduling, waitlists, follow-ups, and elevate service risks as needed.
• Enter data and keep client records and service agreements accurate and confidential.
• Deliver monthly reports on clients, trends, revenue, and outcomes.
• Gather information to help Allied Health staff provide tailored support.
• Collaborate on treatment plans or Service Agreements aligned with client preferences.
• Engage with clients to understand their needs and expectations.
• Escalate concerns, risks, and complaints to Allied Health Leaders.
• Adhere to NDIS principles and represent RR LifeWorks positively.

Skills

Customer service

Organisational skills

Communication skills

Time management

Data entry & confidentiality

NDIS knowledge

Independent & team work

KPI awareness

Job description

• Salary Packaging: Package up to $15,900 of your pre-tax income and boost your take-home pay
• Meals & Accommodation: Package up to $2,650 for dining and holidays expenses
• Rewards: Enjoy a huge range of discounts through our salary packaging partner
• Fitness Passport: Discounted access to gym and aquatic centres
• Health Insurance: Exclusive HCF discounts
• Career Growth: Genuine opportunities for growth and career development
• EAP Support: Free, confidential counselling and wellbeing support
• Based in either our beautiful Cairns Clinic
  

• Salary Packaging: Package up to $15,900 of your pre-tax income and boost your take-home pay
• Meals & Accommodation: Package up to $2,650 for dining and holidays expenses
• Rewards: Enjoy a huge range of discounts through our salary packaging partner
• Fitness Passport: Discounted access to gym and aquatic centres
• Health Insurance: Exclusive HCF discounts
• Career Growth: Genuine opportunities for growth and career development
• EAP Support: Free, confidential counselling and wellbeing support
• Based in either our beautiful Cairns Clinic
  

About Us..

At Royal Rehab LifeWorks Community, we’re redefining health and wellbeing.

As part of the Royal Rehab Group, a leading charity with over 125 years of innovation in rehabilitation and community support services, we are committed to empowering individuals to achieve their health goals through evidence-based care and lifestyle medicine.

We deliver a comprehensive range of allied health services, including physiotherapy, occupational therapy, speech pathology, dietetics, psychology, exercise physiology, and more.

With a strong presence across the eastern seaboard, we are proud to provide innovative, multidisciplinary care tailored to individual needs.

We offer a vibrant, inclusive culture the values your expertise.

About The Role..

Join us as an Administration and Customer Service Officer and be the friendly first point of contact for new Royal Rehab LifeWorks clients and their families. You will work closely with our fantastic Allied Health Leaders, clinicians, and teams, ensuring a smooth and seamless journey from the initial enquiry to receiving the right support from our allied health professionals.

This role is all about making our clients feel welcome and supported every step of the way.

Key Responsibilities Include

• Handle phone and email enquiries, and pass on complex questions to the right staff.
• Manage scheduling, waitlists, follow-ups, and elevate service risks as needed.
• Enter data and keep client records and service agreements accurate and confidential.
• Deliver monthly reports on clients, trends, revenue, and outcomes.
• Gather information to help Allied Health staff provide tailored support.
• Collaborate on treatment plans or Service Agreements aligned with client preferences.
• Engage with clients to understand their needs and expectations.
• Escalate concerns, risks, and complaints to Allied Health Leaders.
• Adhere to NDIS principles and represent RR LifeWorks positively.

About You..

You will be the heartbeat of our team, welcoming customers warmly and ensuring their experience is seamless. We're seeking someone who excels at connecting with people, has strong organisational skills, and thrives in a fast-paced environment. If you're passionate about delivering exceptional customer service and love making a positive impact, this role is perfect for you! This position also offers opportunities for career growth and development for those interested in advancing within our team.

To be successful in this role, you will also have:

• Experience in customer service or admin, ideally in allied health or healthcare.
• Exceptional time management, organisational and communication skills.
• Proficient in admin systems with attention to detail and confidentiality.
• Skilled in managing priorities and ensuring high customer satisfaction in busy settings.
• Knowledge of NDIS frameworks or ability to learn quickly.
• Ability to work independently and as part of a multidisciplinary team.
• Demonstrated ability to meet and exceed Key Performance Indicators.
• High-level interpersonal and communication skills.
• Ability to manage and prioritise multiple customer tasks in a flexible, responsive environment with support from leadership and management.

Your Royal Rewards...

• Salary Packaging: Up to $18,550 salary packaging benefits (lower your taxable income and increase your take home pay!)
• Benefits: Fitness Passport & HCF Private Health Insurance discounts
• Rewards: Enjoy a huge range of discounts through our salary packaging partner
• Career growth: Genuine career opportunities
• QLeave: Access to portable long service leave for eligible candidates
• Work life balance: Flexible work arrangements
• Salary: Competitive remuneration
• Leadership: Supportive and experienced leadership team
• Culture: Friendly and close-knit team environment

We are proud of our diverse and skilled team of passionate healthcare and support professionals committed to delivering the very best for the people we serve. A career at Royal Rehab is the opportunity to make a difference with a progressive and innovative organisation, built on a rich history of community care since 1899.

If you require any adjustments to participate equitably in the recruitment process, or to support you in the workplace should you be successful, please let us know. We are committed to creating an inclusive and accessible environment where all individuals can thrive.

What’s Next…

The successful applicant may be required to undergo pre-employment checks including but not limited to a current criminal record check working with children check, employment history and referee checks. Vaccination against infectious diseases is strongly encouraged.

Join us in cultivating a culture of excellence at Royal Rehab, where your skills, growth, and well-being are prioritized!