- Competitive salary including Salary Packaging providing tax benefits of up to $18,550 and 17.5% Leave Loading
- Collaborative, supportive and open team environment
- Mosman Park Location
We are looking for a Customer Experience Coordinator who wants to make a difference and do something truly worthwhile to join us to assist our customers on their journey to achieve their goals. A fantastic opportunity to join a team and organisation that provides a sense of belonging and value, autonomy and independence to do your job in a supportive, fun and welcoming environment.
What you need to do
The Customer Experience Coordinator plays a key role in supporting the delivery of high-quality, customer-centric services across the organisation. Working closely with, and reporting to, the Customer Experience Technical Manager, you’ll contribute to the design and continuous improvement of processes that align with our strategic priorities, NDIS sector requirements, and Customer Experience Principles.
You’ll support the implementation of clear operational procedures that drive efficiency within the Customer Engagement team and foster strong collaboration with other departments. A core part of your role will also involve delivering initial and ongoing training to ensure team members are equipped to provide high-quality, consistent experiences throughout the entire customer journey — from first enquiry through to intake, contract development, and renewal.
To be successful in this position you will demonstrate
- Confidence in navigating NDIS frameworks and translating them into practical, system-aligned procedures that support cross-functional teams
- An ability to work autonomously and collaboratively within immediate and broader teams across the organisation to improve process and procedures.
- Ability to critically assess policies and procedures, training manuals and charters that are integral to the functioning of the team.
- Experience in training, coaching and mentoring customer teams.
- Effective time management skills with an ability to prioritise competing demands and complete tasks on time.
- Exceptional verbal and written communication skills.
- Competency in the use of Microsoft Word, Excel, Outlook, and Visio (or similar).
- A strong understanding of and experience working within the framework of person/family-centered practice using an adaptive and flexible approach.
- A solutions focused approach informed by critical thinking and highly developed analytical skills.
- A proactive and adaptable approach, with the ability to work effectively and make sound decisions in high-pressure or fast-paced environments
- Sound knowledge of Occupational Safety & Health legislation and the ability to assess and manage organisational risk.
Benefits:
- A wide range of employee benefits including discounted HBF Health discounts, Fitstop Gym membership and EAP assistance
- Six weeks paid parental leave
- Bring a friend on-board and be rewarded with $2000!
- Fleet cars for work related travel and free parking
- Long service leave (pro-rata after 5 years)
- Purchased Leave Program to increase annual leave up to 6 weeks each year
- Salary Packaging (up to $18,550) and Leave Loading (17.5% payable on annual leave)
For more details about career advancement, opportunities and benefits at Rocky Bay, please click on the link below;
https://www.rockybay.org.au/careers-with-us/
We have some strict compliance requirements which will be required if your application is progressed
If you meet the criteria mentioned above, we'd love to consider you. Click the APPLY button to submit your application. You can also search us on social media platforms by using our hashtag - #therockybayway
At Rocky Bay, inclusivity is a top priority, and that includes making our recruitment process accessible for everyone. If you need any adjustments to accommodate your unique situation or want more information about the role, please reach out to us at recruitment@rockybay.org.au We're here to help!
At Rocky Bay, we come from all walks of life. We all have different backgrounds and experiences, making us who we are. We’re building a culture where uniqueness is valued- whether race, gender, disability, age, religion or LGBTQIA+ identity. We are committed to building an inclusive team, making us the best we can be. We encourage you to apply.
Rocky Bay acknowledges the traditional custodians on whose land we work, the people of the Noongar and Yamatji nations, and recognise their continued connection to the land, waters and skies. We pay our respect to their Leaders - past present and emerging.
We are committed to building an inclusive team, making us the best we can be. We encourage you to apply.
To view the position description
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