Description:
Client Services Coordinator
Cancer Council NSW is Australia’s leading cancer organisation, and our vision is to change the path of cancer and make sure no one walks alone. We are dedicated to meaningful careers where you will not only change the lives and futures of people affected by cancer, but you will work in a multi-award awarding winning culturally connected environment.
About us
Cancer Council NSW (CCNSW) is a community funded and focused not for profit. We are the largest cancer charity in NSW and our point of difference is that we work across every area of every cancer, from research right through to support.
At CCNSW we understand that nothing feels better than doing work you really care about. As Australia’s leading organisation supporting all people impacted by all cancers, we understand how good it feels to make a difference. We know that almost 1 in 2 Australians are affected by cancer during their lifetime, by joining the passionate team at CCNSW you’ll know that each day the work you’re doing will positively impact people in your life and Australia.
Together, we will work towards our goal of a cancer free future, while at the same time encouraging you to get the most out of your life with a supportive environment anchored in flexibility, physical and mental wellbeing to bring out the best of what makes you uniquely you. CCNSW we’re here for meaningful careers that feel good.
About the team
The Cancer Information and Support Services Division (CISS) aims to empower and support people affected by cancer, so that no-one need face cancer alone. This Division assists people as they navigate the cancer journey, easing their emotional and practical burdens and helping them make informed decisions.
This role sits within the Client Experience team, reporting into the Team Leader, Practical Support. This team facilitates the provision of financial, legal and practical support services to people affected by cancer experiencing financial hardship, in order to reduce the financial and practical burden associated with a cancer diagnosis and improve the welling of people affected by cancer.
About the role:
To key purpose of the Client Services Coordinator role is to provide effective and seamless delivery of CCNSW’s practical support services to people affected by cancer via phone-based delivery. These services include:
- Transport to cancer treatment for regional patients
- Accommodation support for cancer patients travelling significant distances to treatment
- Financial support towards the cost of cleaning and gardening services
The role will contribute to high quality client experiences, ensuring timely delivery of our practical support services on a day to-day-basis and will work closely with other service delivery teams across Cancer Information and Support to ensure we offer holistic support to clients. You will be required to assess needs and determine eligibility for services and liaise with clients, carers and health care professionals to effectively deliver appropriate services.
This is a full time 12-month fixed term contract. The successful candidate will be expected to work 8am-4pm Monday to Friday.
Key responsibilities of the role:
- Contribute to the day-to-day delivery of practical support services, including speaking with clients over the phone to understand their practical support needs, assess eligibility for services and coordinate the provision of Practical Support Services such as:
- Arranging accommodation bookings
- Arranging transport bookings through CCNSW Transport to Treatment service for clients in regional and remote regions across NSW
- Liaising with Accommodation providers, Health Care Professionals and Transport to Treatment drivers
- Assisting eligible clients navigate CCNSW Home Help
- Accurately record client communications and ensure data integrity in relevant technology systems.
- Build strong collaborative relationships particularly with accommodation providers, volunteers and key internal stakeholders
- Support with education of referrers around scope and eligibility of services including educating referrers on scope of service and service delivery timeframes and processes
- Demonstrate a client centric culture by upholding professional boundaries and actively working to improve our understanding of client needs and enhance the client experience.
About you
Essential:
- Two years’ experience working in a customer service or related industry
- Excellent written and spoken communication skills, especially proven ability to establish rapport via telephone-based contact
- Experience working with clients who are vulnerable, disadvantaged or have high levels of distress, and ability to maintain strong professional boundaries.
- Ability to work independently and as a part of a team
- Capacity to take initiative, problem solve and adapt priorities as required
- Demonstrated ability to work effectively with a range of stakeholders
- Ability to work in an agile manner and provide support to colleagues or with other services where needed
- A passion for delivering high quality client experiences and client satisfaction
Desirable
- Relevant and demonstrated experience in a client support/intake role or similar
- Basic knowledge of or interest in oncology, cancer services and the needs of persons affected by cancer
- Working knowledge/experience of the not-for-profit sector
- Experience working with Microsoft Systems
About the benefits
- Generous salary packaging options that can increase your take home pay by paying certain expenses using pre-tax dollars up to $15,900 a year.
- Recognised for Voice Project’s 2021 and 2023 “Best Workplace” Award.
- A balanced organisational approach to WFH and office
- Additional performance-based leave available.
- Work for purpose and know that your work fosters an engaged, diverse and culturally aware organisation.
- Discounts available for everyday expenses such as private health, retail and fitness
CCNSW is an inclusive place to volunteer and work. We embrace diversity, celebrate our differences, and inspire each person to be their authentic self at work. As we strive to represent the communities we serve, we welcome and actively encourage applications from Aboriginal and Torres Strait Islander people and other diverse groups.
If you require any adjustments to submit your application, please get in touch with us at careers@nswcc.org.au
Apply online by visiting our website directly, copying the following link www.cancercouncil.com.au/jobs then click on the role title and submit your cover letter and resume.
Please note, the health and safety of our people is a priority for us, our employees and volunteers are strongly recommended to be up to date with their COVID vaccination.
Closing Date: Friday 14th March 2025