Customer Service Liaison – Local Area Coordination


Feros Care is proud to partner with the National Disability Insurance Scheme (NDIS) to offer Local Area Coordination services. We are looking for customer service superstars to help us with our vision to support people with a disability to live their best life by exercising choice and control. We want our Tribe to be made up of people from all walks of life. Feros would not be where we are today without the unique make up of Tribal Shapers, Vibrant Creators and Game Changers that help us to thrive every day.We actively seek to include, welcome and value the unique contributions of all people. We harness a culture that embraces individual differences in all its glory. The role: The Customer Service Liaison (CSL) role is responsible for a range of administrative and coordination tasks. In this role, your primary focus will be inbound calls, as the first point of contact for participants, families, and the general community. You will need to use your customer service and problem-solving skills to provide guidance around the NDIS and other supports within our service regions.  Key responsibilities include: Handling a high volume of inbound phone calls Explaining the NDIS to people with disability, their family and the broader community Ensuring all records, information, contacts and activities are recorded in the NDIS IT systems Assisting in gathering information and mapping available community resources and non-funded supports Ability to assist with out-bound calls as required Our ideal candidate: Can think on their toes and problem solve effectively as every call we take is different Has a strong attention to detail, nothing passes them by Brings a positive attitude with them everywhere they go Builds rapport with ease  Is a confident and everyday user of technology Is ready to smash stereotypes around disability The boxes you will tick: Previous experience working within a high volume inbound/outbound call centre environment Excellent problem-solving skills Well-developed communication skills (written, verbal and listening) with highly developed telephone techniques in order to liaise effectively with participants and customersHigh-level computer literacy and strong experience using Outlook Demonstrated time management and organisational skills to effectively plan and prioritise work tasks Ability to maintain accuracy whilst working in a busy environment and managing competing demands Previous experience in the disability or home support services is desirable but not essential Knowledge of the NDIS program would be advantageous, but not essential as full training will be provided Work perks (the goodies!): Salary packaging (up to $15,899 per annum) Free access to health and fitness clubs Access to our Employee Assistance Program Ongoing training and development(face-to-face and online learning) Plus, meaningful experiences through empowering people with disability, their families and carers, and the wider community Feros Care acknowledges the traditional owners of this land, the Aboriginal & Torres Strait Islander People of this Country. We also pay respects to Elders past and present, who strive to build a better and more sustainable future for future generations.When successful, you will be required to undertake a criminal history check in accordance with legislation and have the right to work in Australia. Position Description _ Customer Service Liaison - Local Area Coordination Australia - QLD Gold Coast
Job Opportunity | Customer Service Liaison - Local Area Coordination | Feros Care

Customer Service Liaison - Local Area Coordination

  • Full time, fixed term contract to June 2021
  • Smash stereotypes around disability!
  • Based in our Tweed Heads South office

Feros Care is proud to partner with the National Disability Insurance Scheme (NDIS) to offer Local Area Coordination services. We are looking for customer service superstars to help us with our vision to support people with a disability to live their best life by exercising choice and control. 

We want our Tribe to be made up of people from all walks of life. Feros would not be where we are today without the unique make up of Tribal Shapers, Vibrant Creators and Game Changers that help us to thrive every day.We actively seek to include, welcome and value the unique contributions of all people. We harness a culture that embraces individual differences in all its glory. 

The role: 

The Customer Service Liaison (CSL) role is responsible for a range of administrative and coordination tasks. In this role, your primary focus will be inbound calls, as the first point of contact for participants, families, and the general community. You will need to use your customer service and problem-solving skills to provide guidance around the NDIS and other supports within our service regions.  

Key responsibilities include: 

  • Handling a high volume of inbound phone calls 
  • Explaining the NDIS to people with disability, their family and the broader community 
  • Ensuring all records, information, contacts and activities are recorded in the NDIS IT systems 
  • Assisting in gathering information and mapping available community resources and non-funded supports 
  • Ability to assist with out-bound calls as required 

Our ideal candidate: 

  • Can think on their toes and problem solve effectively as every call we take is different 
  • Has a strong attention to detail, nothing passes them by 
  • Brings a positive attitude with them everywhere they go 
  • Builds rapport with ease  
  • Is a confident and everyday user of technology 
  • Is ready to smash stereotypes around disability 

The boxes you will tick: 

  • Previous experience working within a high volume inbound/outbound call centre environment 
  • Excellent problem-solving skills 
  • Well-developed communication skills (written, verbal and listening) with highly developed telephone techniques in order to liaise effectively with participants and customers
  • High-level computer literacy and strong experience using Outlook 
  • Demonstrated time management and organisational skills to effectively plan and prioritise work tasks 
  • Ability to maintain accuracy whilst working in a busy environment and managing competing demands 
  • Previous experience in the disability or home support services is desirable but not essential 
  • Knowledge of the NDIS program would be advantageous, but not essential as full training will be provided 

Work perks (the goodies!): 

  • Salary packaging (up to $15,899 per annum) 
  • Free access to health and fitness clubs 
  • Access to our Employee Assistance Program 
  • Ongoing training and development(face-to-face and online learning) 
  • Plus, meaningful experiences through empowering people with disability, their families and carers, and the wider community 

Feros Care acknowledges the traditional owners of this land, the Aboriginal & Torres Strait Islander People of this Country. We also pay respects to Elders past and present, who strive to build a better and more sustainable future for future generations.

When successful, you will be required to undertake a criminal history check in accordance with legislation and have the right to work in Australia.