CRM & Client Experience 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

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