Our Purpose and Ambition
NextSense is a not-for-profit organisation supporting people with vision or hearing loss across Australia. We work with children, adults, and their families, providing a holistic approach to hearing services for newborns through to people over 90 years old, and helping children who are blind or have low vision to develop the right skills, mobility, and independence to confidently explore their world.
NextSense has been breaking boundaries since 1860, and we’ve been expanding our services ever since. Today, we deliver world-class education (both to children with sensory loss and to professionals in the field), cochlear implants, allied health services, therapy, research, and clinical services to children and adults. We’re a registered NDIS provider, working with our clients to achieve their own goals and potential.
We’re committed to research and innovation; harnessing the latest technologies and new ways of thinking and educating the next generation to lead the way in hearing and vision services.
Our new world-leading centre for innovation on-site at Macquarie University NSW represents a new era for hearing and vision loss. This nationally significant social infrastructure project was undertaken to nurture, trial and share new ideas and form new partnerships that will drive better outcomes for people who are deaf, hard of hearing, blind or have low vision. While the centre is based in Macquarie, its impact will extend across the country to all our sites.
Job Description
The Role
NextSense has an exciting opportunity for a Client Support Officer to join our team at Macquarie. This is a permanent full time role, working 38 hours per week, and reports directly to the Client Experience Lead. You’ll make a difference in this role by:
- Serve as the primary point of contact by managing and triaging phone and email enquiries, categorising them by urgency and complexity, and providing immediate responses or redirecting as needed
- Conduct structured phone and email interactions with prospective clients or their designated contacts
- Ensure clear communication with clients and internal teams to facilitate prompt resolution of enquiries and maintain high customer service standard
- Support the effective use of the electronic client management system and maintain client records to ensure all information is treated confidentially
- Maintain a thorough understanding of funding models and service offerings across all locations and stay updated on changes or new developments
- Support the nurture of cochlear implant clients that are unsure about proceeding with assessment and surgery
What we can offer you
- Competitive remuneration
- 100% salary packaging allowing you to increase your take home pay
- Extensive personal/carer’s leave
- 2 weeks paid leave over Christmas in addition to 4 weeks annual leave
- Paid parental leave of 14 weeks for primary carer and 6 weeks for secondary carer
- Access to industry leading education and professional development
- Collaborative work environment
- Wellbeing program including Employee Assistance Program
Desired Skills and Experience
To be successful in this role you'll need to demonstrate you meet the following selection criteria.
Essential:
- Working knowledge of Microsoft Office applications
- Prior experience using a client management system/platform
- Demonstrates effective time management and teamwork
- Prior experience providing administrative support and following established procedures and guidelines
- Excellent verbal and written communication skills
- Working With Children Check
- NDIS Worker Check
Desirable:
- Experience handling medical referrals, patient intake, and coordination of hearing assessments
- Working knowledge of the National Disability Insurance Scheme (NDIS) framework
We’re here to help. If you have any further questions please reach out to our hiring manager Joanne Fleetwood at [email protected]. Good luck!
NextSense is a child safe organisation, candidate compliance with child protection legislation is essential.
