CUSTOMER SUPPORT OFFICER

The Customer Service Officer is the first point of contact for NDIS participants, their families, carers, and supportcoordinators. This role focuses on delivering exceptional customer service and timely resolutions to queries. TheCustomer Service Officer provides back up support for the Intake Officer, onboarding new customers.

• 13th Month Pay
• Premium Benefits
• Leave Credits
• Carry over of unused leave credits
• HMO Principal
• HMO Dependent
• Group Life Insurance

Safety & Security

We aim to ensure all stakeholders are equipped to actively support and uphold all policies and procedures to ensure a safe and secure environment with well-being for all at the forefront. You must:

· Take reasonable care for your own Health and Safety and ensure that your acts or omissions do not adversely affect the health and safety of others.

· Comply with all reasonable safe work procedures and instructions.

· Cooperate with any policy or procedure relating to health and safety for the organisation. 

 · Ensure that health and safety is managed appropriately in your area of responsibility and     that your direct reports meet their own duties.

Work Ethically

· Demonstrate commitment to relevant values and philosophy of AP

· Comply with our code of conduct, and all other relevant APM policies and procedures and relevant standards and legislative requirements.

· Take a ‘Not on My Watch’ mentality to behaviour that is inappropriate or unprofessional and report this behaviour using the relevant internal polices and/or procedures

Documentation and Data

· Maintain documentation in a manner consistent with reporting requirements and according to APM policies and/or procedures to ensure APM or our business partners meet the requirements of legislation and standards and pass relevant audits or licensing requirements (HSQS/NDIS/other as required)

· Collect, analyse and prepare data in ways to inform decision-making. 

· Contribute to the development and review of policy and legislative related services.

Confidentiality

· Maintain confidentiality at all times with the information of APM or other business partner, Client or customer. Ensure that all actions relating to confidentiality show integrity and are within established policies and procedures and any signed Employment Agreements or Confidentiality Agreements.

Communication

· Conduct interpersonal communication with team members, team members of our business partners, Clients, stakeholders and colleagues in a manner that enhances a person-centred and/or community-centred approach consistent with work role requirements.

Personal Development

· All employees working at APM are required to participate in mandatory training, and quality assurance activities. As well as participate in the mandated Individual Performance Review (IPR) process and deliver on set out objectives.

Self-Care

 · Regularly seek and undertake supervision and peer support.

· Undertake debriefing as required.

Other Duties Coincidental to the Position

 · Other duties as reasonably directed by your Manager or the Executive Leadership Team.

 · Duties for this position should not be considered definitive. Duties may be added, deleted or modified in consultation with the incumbent as necessary.

 · Comply with all road traffic regulations and laws and be responsible for payment of fines relating to traffic infringements whilst driving vehicle provided by the Employer. Reimburse the costs (excess) incurred as a result of damage caused to the vehicle through the negligence of the drive

Essential:

 · NIL

Hold and maintain:

· Working with Children Suitability Blue Card (if required for your role

· NDIS Worker Screening (as required for Risk Assessed Role).

 · Current unencumbered Class C Drivers Licence (if required for your role)

Skills, Knowledge and Experience

The following criteria are desirable in consideration for this position:

 · Relevant experience in a customer service focused role.

 · Ability and willingness to understand the NDIS framework, plan management, and related compliance.

 · Solid verbal and written communication, with the ability to handle a wide variety of customers and their queries.

· Superior customer service mindset with empathy, patience, and a people-first approach.

 · Strong organisational skills, attention to detail, and accuracy in data entry.

· Ability to work under pressure and maintain composure.

 · Data entry ability with a willingness to learn to use CRM software, MS Office, and basic data analytics.

 · Problem-solving capabilities; proactive with a continuous improvement mindset.

 · Ability to work collaboratively across teams and multiple stakeholders.

Personal Qualities

· Commitment to professional development.

 · Energetic, willing, and ‘can-do’ attitude.

 · Ability to analyse situations and take corrective actions.

 · Commitment to process of continuous improvement.