Customer Experience Consultant - NDIS & Assistive Tech

Novita; Adelaide; Hybrid; AUD 65,000 - 85,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

NDIS knowledge

Customer service

Communication

Stakeholder relationships

Organisation

MS Office

Complex enquiries handling

Tools

Client management systems

Job description

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