Part-Time Client Experience Specialist

NextSense; Sydney; On-site; AUD 35,000 - 58,000; Part time

Benefits offered by this job

Flexible leave

Two weeks extra leave

Salary packaging

Onsite Macquarie Park

Job summary

NextSense is a not-for-profit organisation dedicated to supporting people with vision or hearing loss across Australia. The Client Care Officer role sits in the Client Services Team, delivering high-quality support to clients via phone and email while coordinating appointments and handling sensitive information.

This 12-month, part-time position (30.4 hours/week) reports to the Client Experience Lead and Client Services Network Lead and is based at our Macquarie Park headquarters.

Qualifications

• Experience in healthcare, audiology or client support services.
• Understanding of funding pathways for hearing-related services.
• Experience working with referral partners such as audiologists, ENTs or hearing care providers.
• Experience handling medical referrals, patient intake and coordination of hearing assessments.
• Strong verbal and written communication skills and attention to detail.

Responsibilities

• Serving as the primary point of contact by managing and triaging phone and email enquiries, categorising them by urgency and complexity, and providing immediate responses or redirecting as required.
• Conducting structured phone and email interactions with prospective clients or their designated contacts.
• Ensuring clear communication with clients and internal teams to facilitate prompt resolution of enquiries and maintain high customer service standards.
• Acknowledging referrals from referrers and provide timely updates on their status and required next steps.
• Fostering strong relationships with referrers through professional and transparent communication.
• Maintaining a thorough understanding of funding models and service offerings across all locations, and stay updated on changes and new developments.
• Working with Client Experience Leads to identify and communicate emerging trends across the organisation.
• Supporting Marketing activities and campaigns.
• Supporting the nurture of cochlear implant clients who are unsure about proceeding with assessment and surgery.
• Supporting clients with culturally and linguistically diverse (CALD) needs when required.

Skills

Healthcare experience

Communication skills

Time management

Confidentiality

Tools

CRM systems

Microsoft Office

Job description

NextSense is a not-for-profit organisation dedicated to supporting people with vision or hearing loss across Australia. The Client Care Officer role sits in the Client Services Team, delivering high-quality support to clients via phone and email while coordinating appointments and handling sensitive information.

This 12-month, part-time position (30.4 hours/week) reports to the Client Experience Lead and Client Services Network Lead and is based at our Macquarie Park headquarters.