Connect Coordinator

MS Plus; Sydney; Hybrid; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Staff benefits

Salary packaging

Purchased leave options

Insurance discounts

Employee assistance program

Job summary

MS Plus is seeking a Connect Coordinator in Lidcombe to welcome and support people affected by MS and other neurological conditions. You will provide information, referral, and connection across phone, email, webform, webchat and in person, ensuring a seamless client experience.

You will engage with clients, health professionals and stakeholders, delivering person-centred support and coordinating referrals.

Qualifications

• Experience in health care or disability settings.
• Strong MS Office & CRM literacy.
• Exceptional customer service and relationship-building skills.
• Strong interpersonal, verbal and written communication.
• Excellent organisational, planning and time management skills.
• Ability to learn quickly and simplify complex information.

Responsibilities

• Respond to enquiries from clients, health professionals and stakeholders across channels.
• Make outbound calls to engage clients and share information.
• Provide frontline reception support and create a positive first impression.
• Complete CRM and admin tasks supporting client connection and referrals.
• Support more clients to connect, belong and access MS Plus services.
• Identify the most appropriate referral pathway through person-centred conversations.
• Provide up-to-date information and empower clients to make informed choices.

Skills

Customer service

Administration

Telemarketing

CRM experience

Communication

Education

Certificate in related field

Tools

MS Office

CRM platforms

Job description

• Aged & Disability Support (Community Services & Development)
• Full time

Are you a warm, organised and client-focused communicator who enjoys helping people find the right support? MS Plus is looking for a Connect Coordinator to be one of the first points of contact for people affected by MS and other neurological conditions. This rewarding role combines client connection and administration, information and referral, outbound contact and frontline reception support, helping people access the services, information and pathways they need quickly and confidently.

About the role

As a Connect Coordinator, you will help people feel welcomed, heard and connected. You will engage with people impacted by MS and other neurological conditions, provide information and referral, and support clients to understand their options, access the right services and stay connected with MS Plus, a vital part of their community.

You will do this by:

• Providing person-centred information, support and referral to people living with MS and other neurological conditions.
• Helping clients connect with services and supports that meet their needs.
• Supporting a seamless client experience, so people can enter MS Plus through any channel and receive personalised support without having to repeat their story.

What you’ll be doing

This is a varied role for someone confident communicating by phone, email, webform, webchat and in person.

Your responsibilities will include:

• Responding to enquiries from clients, health professionals and internal and external stakeholders across all channels.
• Making outbound, telemarketing-style calls to engage clients, share information and connect people with appropriate services.
• Providing frontline reception support, including welcoming visitors, responding to phone enquiries and creating a positive first experience of MS Plus.
• Completing CRM and administrative tasks that support client connection, referral pathways and day-to-day service coordination.
• Supporting more clients to connect, belong and access the right MS Plus services.
• Understanding each client’s needs through person-centred conversations and identifying the most appropriate intervention or referral pathway.
• Supporting people affected by MS and other neurological conditions through active listening, empathy and clear communication.
• Providing up-to-date information and options that empower clients to make informed choices.
• Building rapport with clients and collaborative relationships with agencies to support positive outcomes.

What we’re offering

• Based inLidcombe
• Full-time, in-office
• MS Plus Staff Benefits, including salary packaging as part of a not-for-profit organisation
• Purchased leave options
• Discounted health, travel and pet insurance
• Employee assist program
• Learning and development opportunities

About you

You will be a confident communicator with strong customer service, telemarketing, administration and organisational skills. You are comfortable working across phone, digital and face-to-face channels and can build trust quickly with clients, colleagues and stakeholders.

Ideally, you will have:

• Experience working in a health care or disability setting.
• Strong computer literacy across MS Office and Customer Relationship Management (CRM) programs.
• Exceptional customer service skills and the ability to build effective working relationships.
• Strong interpersonal, verbal and written communication skills.
• Strong organisational, planning and time management skills.
• Ability to learn quickly and simplify complex information.

It would also be desirable if you have:

• A Certificate or higher in a related field such as Allied Health, Social Sciences, Health Sciences or Disability Services, or relevant experience in these fields.
• An understanding of MS and other neurological conditions, and the impact they may have on an individual.

If successful, you will need to complete a National Police, NDIS Workers Check and Working with Children check (and possibly an International Police Check).

A bit about us

MS Plus is one of Australia’s leading for-purpose organisations supporting people living with multiple sclerosis and other neurological conditions. For more than 70 years, we have provided trusted information, advice and support across Victoria, New South Wales, ACT and Tasmania. We are driven by a vision of empowering people to live well and play an important role in funding research to help find a cure for MS.

MS Plus is an equal opportunity employer and encourages applications from people with a lived experience of disability, Aboriginal and Torres Strait Islander peoples and people from culturally and linguistically diverse backgrounds.

Applications close: No Deadline - please apply as soon as possible