Customer Liaison Officer

Summary about this job

Detail information about job Customer Liaison Officer. Terms and conditions vacancy

• Not for Profit Mental Health Provider
• Be part of a Growing organisation
• Help individuals make sense of their NDIS Package

We are seeking another enthusiastic, people-oriented Customer Liaison Officer to join the Me Well Info Hub on a Part Time, 12 month Maximum Term Contract based in the northern suburbs of Melbourne to handle inbound enquiries about our services.  As a Not-For-Profit Mental Health provider we are looking for someone with a strong background in customer service that will take an empathetic and kind approach to helping customers. 

What you will be doing

As the primary point of contact for new customer enquiries, your role will be to assist people in understanding how Me-Well’s NDIS service can support them to get the most out of their NDIS plan and point them in the right direction.  Your role will be to handle inbound enquiries and onboard new customers. This includes collecting vital information and allocating these customers to the right teams within Me Well. You will be well supported by a highly skilled management team, and working alongside another Customer Liaison Officer.

Key responsibilities will be:

• Handling inbound service enquiries via phone, email and chat
• Collecting sensitive customer information and recording in system
• Logging call and case notes into the system ready for the service to allocate
• Conducting initial assessment information
• Liaising with regional teams for onboarding new customers

What you will need to bring to the role?

As a skilled customer service professional, your phone manner and writing ability will the key to success in this role.  You will have a high degree of empathy and have the ability to take a kind, gentle approach to assist customers.  You will be working with customers from diverse and varying backgrounds, so your patience and ability to tailor your communication style to each customer will be imperative.  

To be considered for the role you will also need:

• Good level of computer literacy
• Able to effectively use email, MS office and other software products including telephony systems and online chat
• Able to competently use mobile devices (smart phones, tablets, etc.)
• Some knowledge of the NDIS would be an advantage
• An understanding of Issues around mental health
• Some understanding of  disability support services providers in the local area
• A current police check (within the last 6 months)
• A valid Victorian Employee Working with Children Check
• Right to work in Australia

Please refer to the Position Description for a complete overview of the responsibilities and the skills required for this role.

Why you should come work with us?

Backed by Neami National (one of Australia’s most respected service providers in the mental health sector) Me-Well is a national Not-For-Profit organisation setup specifically to provide services under the new National Disability Insurance Scheme (NDIS). Joining Me-Well now in the early rollout stage means you will be working with us to shape how services will be delivered under the new scheme. 

This will be a challenging role but offers great opportunities for learning, development and career progression as the organisation rapidly expands over the next 12 months. As a Not-For-Profit employee you will be working for an organisation that values people from all walks of life with rich and varied skills from all sectors and professional backgrounds.  Me-Well also offers generous salary packaging with up to $15,900+ in tax free pay per FBT year for full time and part time positions on on a one year fix term contract.  If you are passionate about making a real, tangible difference in people’s lives, Me-Well is the place for you.

If you have any questions not listed within the advertisement or Position Description, please contact

Phil Watson – Service Manager – Ph. 0434 335 227

If you are looking to build a career in the Mental Health Sector, then please submit your application by August 1, 2018.