Community Support Coordinator

Please note this position is a targeted role for Persons with Physical Disabilities at Spinal Cord Injuries Australia

JOB DESCRIPTION

Our client started their business in 2015 with the challenge to find disability support that worked for them. They needed more support and knew that people with disability could have greater independence, choice, and control in their lives.

Today, our client is proud to deliver personalised, high-quality support through home care for older Australians, enabling them to live with dignity, independence, and connection to their community.

ABOUT THE ROLE:

Reports to: Team Leader Community Support
Location: 2 days Office, 3 days Work From Home.
Employment basis:  Full time. 

As a Community Support Coordinator, you will be responsible for answering day-to-day requests and enquiries from our client’s users (clients and support workers). You will deliver exceptional customer service, answer the questions of their user base, effectively handle complaints, deal with incidents, solve their challenges and unlock opportunities within the community.

Please note the Community Support team works across a rotating roster between 7.30am – 6pm Monday to Friday.

KEY ACCOUNTABILITIES FOR THE ROLE ARE;

• Providing outstanding service in a fast-paced, high volume environment.
• Manage proactive and reactive phone and email communication.
• Manage complaints and/or incidents.
• Proactively communicating with users to ensure theyʼre making the most of the opportunities our clients community can provide.
• Provide fast responses and follow ups, and ensure alternative team members are available to progress if you are not.
• Working with users to understand the issue at hand and working with them find a resolution.
• Collaborate with other teams to resolve problems and find resolutions for users.
• Analysing and responding to information received from our clients community to ensure that every booking that occurs is safe, appropriate and individualised.
• Advocating internally to ensure that the community’s ideas and feedback are incorporated into our client’s service and platform design.
• Work across our client’s systems and CRMʼs to capture relevant and important information.
• Achieve individual daily targets of calls and emails.

TO BE A SUCCESS IN THIS ROLE YOU WILL;

• High School Certificate or equivalent.
• Be available to work across a rotating roster between 7.30am – 6pm, Monday to Friday.
• Have experience in the disability or health sector and want to support our users in a person centred disability support model.
• Have experience in a customer service role and/or call centre or providing exceptional customer service over phone and email, including familiarity with Customer Relationship Management (Zendesk) and phone systems
• Have experience handling a high volume of inbound and outbound phone calls.

PERSONAL QUALITIES/CRITICAL COMPETENCIES;

• Builds rapport and relationships through empathy, transparency and warmth.
• Strong verbal and written communication skills.
• Be self-motivated, results driven, collaborative & team player with the ability to work autonomously.
• Uses problem solving, creativity, resilience and initiative to find the right solution for each individual.
• Be eager to work in a fast paced and structured environment.
• Be motivated and inspired to learn and develop new skills.
• Want to work in a role that provides you with the opportunity to connect with our client’s users and make an impact.

We invite candidates of all ages, persons with a physical disability.

How to Apply: 

For this application to be considered, please provide a current resume and cover letter outlining the following

• Your skills and experience relevant to this role
• Proof of Australian Residency Status (citizenship or permanent residency)
• Successful candidates are required to complete pre-employment screening including a criminal background check.
   

Applications should be addressed to Miranda Fenwick, Employer Engagement Manager, Email MFenwick@scia.org.au, using the subject line: Community Support Coordinator application.