Customer Connections Officer

McMillan Shakespeare – Raymond Terrace NSW 4d ago , from MMSG McMillan Shakespeare Group Welcome to My Plan Support We're a team of passionate individuals dedicated to providing exceptional service while making a difference in the lives of others. Working as a Customer Connections Officer (Reception & Intake Officer), you'll receive ongoing professional development and play a crucial role in managing funding for participants under the National Disability Insurance Scheme (NDIS). As a Customer Connections Officer, you will be responsible for providing exceptional customer service to clients, their families, and other stakeholders over the phone and via email. Initial 12-month contract with potential for ongoing employment at the end of the contract . Key Responsibilities Answering customer enquiries and addressing concerns via phone and emails as you will be the first point of contact for clients and their families. Processing new and existing clients’ enquiries and telephone registrations by establishing a good rapport with clients, understanding their needs and providing them with the right support. Assisting providers with their enquiries while managing multiple tasks at once, including scheduling appointments, managing records, and processing applications. Setting up new clients on the NDIS Provider Portal and the MPS database – basic understanding of NDIS processes, including eligibility criteria and the application process, is highly regarded. Renewing expiring registrations as well as monitoring incoming invoices that could not be automatically routed by the system. Maintaining accurate records of customer interactions and following up on enquiries, and other administrative tasks as required while maintaining confidentiality of sensitive information. Managing access to customer files – checking access authorisation for parents, nominees, support coordinators and third‑party contacts. To be successful in this position you will have: Excellent communication skills : Clear and articulate phone manner and excellent written communication essential for this role. Strong organisational skills : Managing multiple tasks at once, including handling incoming calls, managing records, and processing applications. Attention to detail : High attention to detail required as you'll be responsible for ensuring that information is accurate and up to date. Customer service skills : The ability to provide excellent customer service is a must for this role. Being friendly, empathetic, and patient with clients, their families, and other stakeholders is essential. Computer skills : Having strong computer skills is critical to being efficient and productive working with various software applications. Ability to work in a team : Ability to work collaboratively and supportively with others is essential. Understanding of NDIS processes : Basic understanding of NDIS processes, including the eligibility criteria and the application process is highly regarded. Ability to handle confidential information : Sensitive information you will handle with discretion and confidentiality. What we can offer you: Novated leasing benefits and discounts 12 weeks paid parental leave and access to our Parents Portal Comprehensive learning and development opportunities to support your career growth Sonder digital wellbeing platform (providing personalised support 24/7), plus annual flu vaccinations Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund Exempt Employee Share Plan Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage individuals from all backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants. We embrace hybrid working and welcome conversations about flexibility. Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially. We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work. If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at ***************@mmsg.com.au #J-18808-Ljbffr