Customer Experience Consultant

Novita; Adelaide; Hybride; AUD 65 000 - 85 000; Plein temps

Résumé du poste

Novita in Adelaide, South Australia, is seeking a Customer Experience Consultant to be the first point of contact for customers, delivering a seamless, responsive and high-quality service throughout their journey with Novita. You will coordinate enquiries, onboarding and ongoing support to ensure customers can access the products and services they need.

You will work closely with internal teams and external stakeholders to manage complex service coordination, customer records and administrative

Qualifications

• NDIS knowledge and funding arrangements.
• Excellent customer service and written/verbal communication.
• Ability to manage complex enquiries and build stakeholder relationships.
• Strong organisational skills with attention to deadlines.
• Proficiency in Microsoft Office and client management systems.

Responsabilités

• Support customer enquiries and act as a central information point.
• Coordinate onboarding, service planning, and customer transitions.
• Manage complex appointment bookings and scheduling.
• Maintain accurate customer records, including updating NDIS plans and funding information.
• Support billing processes, including invoice creation and distribution and weekly orthotic billing via the PRODA government portal.
• Ensure funding arrangements are current to enable timely claiming and service delivery.
• Liaise with external agencies regarding plans and service coordination.
• Monitor service agreements, balances, and support payment arrangements.
• Assist with quality processes, including handling feedback and resolving customer concerns.
• Promote relevant services to maximise customer outcomes.

Connaissances

NDIS knowledge

Customer service

Communication

Stakeholder relationships

Organisation

MS Office

Complex enquiries handling

Outils

Client management systems

Description du poste

Job Category: Call Centre and Customer Service

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.

Job Description

About the Role

As a Customer Experience Consultant, you will be the first point of contact for customers, delivering a seamless, responsive and high-quality service experience throughout their journey with Novita. You will coordinate enquiries, onboarding and ongoing support, ensuring customers can easily access the products and services they need.

You will manage complex service coordination, customer records and administrative processes that support assistive technology and equipment services.

Working closely with internal teams and external stakeholders, you will:

• Support customer enquiries and act as a central information point


• Coordinate onboarding, service planning, and customer transitions


• Manage complex appointment bookings and scheduling


• Maintain accurate customer records, including updating NDIS plans and funding information


• Support billing processes, including invoice creation and distribution and weekly orthotic billing via the PRODA government portal


• Ensure funding arrangements are current to enable timely claiming and service delivery


• Liaise with external agencies regarding plans and service coordination


• Monitor service agreements, balances, and support payment arrangements


• Assist with quality processes, including handling feedback and resolving customer concerns


• Promote relevant services to maximise customer outcomes

Desired Skills and Experience

Knowledge, skills and experience

You bring strong NDIS knowledge, excellent customer service skills and a collaborative mindset in addition to:

• Demonstrated understanding of the NDIS and related funding arrangements


• Exceptional customer service and communication skills, both written and verbal


• Proven ability to manage complex enquiries and build stakeholder relationships


• Strong organisational skills with attention to detail and ability to meet deadlines


• Proficiency in Microsoft Office and client management systems

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.