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Client Services Officer
- Posted 17 January 2025
- Salary$31.09 - $42.26 per hour
- LocationNew South Wales
- Job type Temporary
- DisciplineBusiness Support
- ReferenceBH-15858
Job description
Role Details
The Client Service Officer is responsible for delivering high-quality, reliable, and timely customer service, ensuring consistency across all interactions. This role involves managing a caseload of customers to provide financial management services, making informed decisions on their behalf. The Client Service Officer is expected to assess situations and escalate complex issues to the Senior Client Service Officer or Principal Client Service Officer when necessary.
Key Accountabilities
• Develop and implement strategies to manage customer finances, including long-term financial planning and substitute decision-making.
• Engage with customers to assess their financial needs, understand existing arrangements, build rapport, and support them in achieving their aspirations.
• Actively listen to customer concerns and inquiries, resolving issues promptly and effectively.
• Deliver respectful, empathetic, and high-quality service to customers in a timely manner, maintaining consistency and professionalism.
• Collaborate with team members to ensure a coordinated approach in managing customer matters.
• Utilise systems and processes to manage customer issues efficiently, proactively suggesting process improvements where applicable.
• Escalate complex issues and significant complaints to the Senior Client Service Officer or Principal Client Service Officer, as appropriate, while keeping them informed of progress.
• Complete ongoing decisions, budgets, and administration in collaboration with the Senior Client Service Officer.
Essential Requirements
• Previous experience supporting people with disabilities, vulnerable individuals, or older adults.
• Flexibility and willingness to participate in a rotating phone roster, covering morning and afternoon shifts between 9:00 AM and 5:00 PM.
• Openness to having phone calls and team email accounts monitored for quality assurance and training purposes, with a willingness to participate in one-on-one review sessions.
• Available immediately for an ASAP start.
Contact details - tamsinclarke@future-you.com.au
The Client Service Officer is responsible for delivering high-quality, reliable, and timely customer service, ensuring consistency across all interactions. This role involves managing a caseload of customers to provide financial management services, making informed decisions on their behalf. The Client Service Officer is expected to assess situations and escalate complex issues to the Senior Client Service Officer or Principal Client Service Officer when necessary.
Key Accountabilities
• Develop and implement strategies to manage customer finances, including long-term financial planning and substitute decision-making.
• Engage with customers to assess their financial needs, understand existing arrangements, build rapport, and support them in achieving their aspirations.
• Actively listen to customer concerns and inquiries, resolving issues promptly and effectively.
• Deliver respectful, empathetic, and high-quality service to customers in a timely manner, maintaining consistency and professionalism.
• Collaborate with team members to ensure a coordinated approach in managing customer matters.
• Utilise systems and processes to manage customer issues efficiently, proactively suggesting process improvements where applicable.
• Escalate complex issues and significant complaints to the Senior Client Service Officer or Principal Client Service Officer, as appropriate, while keeping them informed of progress.
• Complete ongoing decisions, budgets, and administration in collaboration with the Senior Client Service Officer.
Essential Requirements
• Previous experience supporting people with disabilities, vulnerable individuals, or older adults.
• Flexibility and willingness to participate in a rotating phone roster, covering morning and afternoon shifts between 9:00 AM and 5:00 PM.
• Openness to having phone calls and team email accounts monitored for quality assurance and training purposes, with a willingness to participate in one-on-one review sessions.
• Available immediately for an ASAP start.
Contact details - tamsinclarke@future-you.com.au
