Customer Experience Officer

About Focus CareWe provide a range of services to assist people to live independently at home. Our comprehensive range of services including support worker services (domestic assistance, personal care, social support, transport), community nursing, allied health, art therapy, and group programs. We are a provider of Support at Home, NDIS, insurance, iCare and private services.Our vision is simple, yet powerful – to help people live their best life possible.Our mission is to lead the way in personalised support that respects individuality and empowers people.People are our greatest asset. We are committed to a culture that is supportive, safe, and where people can do their best work, so that we can provide excellent service delivery.You can find out more on our website by reading our overview of what it is like to work at Focus Care, what we offer our people, our values, and what you can expect from the recruitment process.THE ROLEThe Customer Experience Officer is responsible for providing a positive & engaging experience by ensuring customers feel heard and support them in navigating services that match their needs, funding and circumstances.Key AccountabilitiesYou will be responsible for:Proactive management of leads and referrals in a timely manner coupled with thorough assessment of participant needs through various channels such as phone, email, and online platforms.Engage with potential customers on a regular basis to ensure conversion to service delivery.Maintain records, documenting plans, and other communication with participant.Work closely with operational teams such as HR and Services to ensure exceptional service delivery, throughout the customer journey.Administration including management of participant records and other relevant informationPursue new opportunities through networking and promote Focus Care, attending industry conferences/events.Develop and maintain relationships with referrers and grow our referral base.About YouEssential criteria:Previous experience working with a healthcare provider and/or in human services.Demonstrated experience in high volume customer intake, plan and needs assessment.Superior skills in managing systems and record keepingExceptional customer service skillsExcellent communication skills (verbal and written)Strong organisation skills and attention to detailA current driver's licenceDesirableKnowledge of aged care and NDIS fundingQualifications in community services or related disciplineAPPLICATIONIf You Meet The Criteria And Think Focus Care Could Be The Right Place For You, We Welcome Your Application Including Resume And a Cover Letter OutliningYour motivation for applying for the roleWhat you offer - your experience, capabilities, qualifications and attributes that address the requirements for the roleWhat you hope to gain – experience, development opportunities and how you achieve job satisfactionWe look forward to receiving your application.