Customer Experience Coordinator

Description:

About us

See Differently supports people in South Australia who are blind or have a vision impairment to gain new skills, be engaged in life, and grow confidence at home, work, and in their communities. See Differently provides a range of community-based services including assistance with employment, a manufacturing and packaging division and is the leading provider of guide and assistance dogs in South Australia.
The Opportunity

We are seeking a dedicated and organised Customer Experience Coordinator to join and support the day-to-day needs of our team. The successful candidate will play a crucial role in supporting and enhancing the customer experience by ensuring seamless communication and operational efficiency for both internal and external stakeholders. This position requires a proactive individual who can manage various tasks, communicate effectively with multiple parties, and ensure that services and products are delivered in accordance with clients' needs and expectations.
Key Responsibilities:

• Provide internal information and support for the Therapy & Independant Living Team (TILT), including See Differently Optometrist staff regarding processes, funding types, products, and services, both internal and external.
• Create and manage quotes and invoices for products and services
• Monitor and respond to queries, emails, tasks, and phone calls from internal staff, clients, and external providers, ensuring timely and accurate direction of information.
• Track and update Key Performance Indicators (KPI) on a regular basis within the TILT Tracker Spreadsheet
• Update the waitlist and perform quality checks for new referrals, ensuring all relevant information is captured and added, as per the Quality Standard Requirements.
• Create and manage groups in Avantcare (CRM) such as walking/Cooking groups and set up automatic billable appointments.
• Obtain funding approvals for clients within multiple funding types
• Update client files and upload necessary documents, including consent forms, home risk assessments, and other required documentation.
• Handle requests for information and documents from external providers (NDIS, CHSP, HCP, DVA, etc.).
• Coordinate follow-ups regarding requested hours, submitted quotes, product approvals, dispatch, and delivery statuses.
• Facilitate related logistics to equipment, deliveries
• Provide timely correspondence, information, and resources to external providers, informal support, and clients, including handling walk-ins and post-optometry queries.
• Address finance-related inquiries and provide further details regarding services/products provided.

Your Skills and Expertise:

• Excellent organisational skills and attention to detail.
• Strong communication skills, both written and verbal, with the ability to liaise with internal teams and external stakeholders.
• Experience in customer service, healthcare, or a related field is desirable.
• Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Proficiency in using software such as Avantcare, Microsoft Office Suite, Business Central and other relevant applications.
• A proactive approach to problem-solving and customer service.
• Knowledge or experience with NDIS, HCP, or other funding programs is a plus.
• Strong interpersonal skills and a passion for delivering excellent customer service.
• Ability to maintain client and staff confidentiality
• Demonstrates a high level of empathy and understanding when dealing with clients and their needs.
• Reliable, adaptable, and willing to take initiative.

What We Can Offer You
At See Differently, we’re committed to making a positive impact on the lives of people with blindness or vision impairment. You’ll be part of a team that values collaboration, innovation, and service excellence.

• Attractive remuneration, plus Superannuation and salary packaging (claim up to $15,900 tax free).
• Exciting, varied work
• Paid Parental Leave
• Staff Reward and Recognition Program
• Ongoing Professional Development
• EAP
• Staff conferences and events
• A supportive, collaborative team environment
• Flexible work arrangements – talk to us about your preferences!

As an organisation, we are committed to protecting children, young people and vulnerable adults and people with disability. All staff are required to work within our Code of Conduct, the NDIS Code of Conduct and undergo relevant pre-employment checks.