CRM Administration Coordinator

Novita; Adelaide; On-site; AUD 55,000 - 68,000; Full time

Job summary

Novita is seeking a detail-oriented Customer Experience administrator to support CMS Penelope administration and client engagement across multiple channels from our Hindmarsh office. You will maintain client records, process data entry, support reporting, and assist service teams to deliver a seamless customer experience.

The role suits someone who thrives on accuracy, confidential handling of information, and building strong relationships with clients, families and colleagues in a fast-paced

Qualifications

• Demonstrated experience providing high-quality customer service in a fast-paced environment
• Experience managing enquiries and supporting customers across multiple communication channels
• Strong administrative skills with a high level of accuracy and attention to detail
• Experience working with client management systems and maintaining accurate records
• Well-developed written and verbal communication skills
• Ability to manage competing priorities and work effectively across multiple tasks
• Strong problem-solving skills and the ability to respond to customer needs in a professional and timely manner
• Ability to build positive working relationships with customers, families, stakeholders and colleagues
• Demonstrated commitment to confidentiality, professionalism and customer-centred practice
• Microsoft Office skills, including Outlook, Word and Excel
• Experience using Penelope or a similar client management system
• Experience in customer experience, customer service, administration or service coordination roles

Responsibilities

• Maintain accurate and up-to-date client records within Penelope
• Complete data entry, document management and administrative processing activities
• Monitor information quality and support data integrity requirements
• Assist with reporting, record audits and compliance activities
• Support service teams with client administration and system-related enquiries
• Provide support across the full client lifecycle, from initial enquiry through to service commencement and ongoing engagement
• Respond to customer enquiries via phone, email and other communication channels
• Guide clients, families and stakeholders through access and onboarding processes
• Build positive relationships and deliver a high standard of customer service
• Liaise with internal teams to ensure a seamless customer experience and timely resolution of enquiries

Skills

Customer service

Multichannel support

Administrative skills

Data entry

Written and verbal communication

Confidentiality

Prioritisation

Problem solving

Relationship building

Tools

Penelope

MS Office (Outlook, Word, Excel)

Job description

About Novita

Novita nurtures ambition of every size and shape, for a career that grows with you, in a team that supports you.

Introduction

About Novita

Novita nurtures ambition of every size and shape, for a career that grows with you, in a team that supports you.

Novita is South Australia’s most established provider of therapy, assistive technology, community programs and community living services for people with disabilities and we’re evolving every day.

Novita brings you the benefits of structure along with the freedom to grow within an environment that’s big, but personal. We equip you with the tools to thrive as the whole person you are, embracing whatever makes you tick, so you can reach your true potential. Our leaders remain by your side, respectful of your autonomy, because they care about you accomplishing your professional goals. And the sheer variety of Novita’s offerings means opportunities to take your career where you want it to go.

Work at a place that supports you to achieve your best, so you can support others to achieve theirs.

Description

About The Role

In this role you will work across both CMS Penelope administration and customer engagement functions, ensuring clients, families and stakeholders receive responsive, accurate and professional support.

Key responsibilities include:

Customer Management Services (CMS) Penelope

• Maintain accurate and up-to-date client records within Penelope
• Complete data entry, document management and administrative processing activities
• Monitor information quality and support data integrity requirements
• Assist with reporting, record audits and compliance activities
• Support service teams with client administration and system-related enquiries

Customer Experience

• Provide support across the full client lifecycle, from initial enquiry through to service commencement and ongoing engagement
• Respond to customer enquiries via phone, email and other communication channels
• Guide clients, families and stakeholders through access and onboarding processes
• Build positive relationships and deliver a high standard of customer service
• Liaise with internal teams to ensure a seamless customer experience and timely resolution of enquiries

This role would suit someone who enjoys balancing customer interaction with detail-oriented administrative work and is confident working across multiple systems and stakeholders.

This is a full-time position with 0.8FTE considered, to be worked across 4-5 days a week and is based at our Hindmarsh office.

Skills and Experiences

What you’ll need:

• Demonstrated experience providing high-quality customer service in a fast-paced environment
• Experience managing enquiries and supporting customers across multiple communication channels
• Strong administrative skills with a high level of accuracy and attention to detail
• Experience working with client management systems and maintaining accurate records
• Well-developed written and verbal communication skills
• Ability to manage competing priorities and work effectively across multiple tasks
• Strong problem-solving skills and the ability to respond to customer needs in a professional and timely manner
• Ability to build positive working relationships with customers, families, stakeholders and colleagues
• Demonstrated commitment to confidentiality, professionalism and customer-centred practice
• Microsoft Office skills, including Outlook, Word and Excel
• Experience using Penelope or a similar client management system
• Experience in customer experience, customer service, administration or service coordination roles

Novita is committed to creating a diverse and inclusive workplace. All suitably qualified applicants will receive equal and fair consideration for employment. Applicants with a disability and/or who identify as Aboriginal and/or Torres Strait Islander are actively encouraged to apply.

Potentially successful candidates will be required to complete background checks prior to confirmation of employment.