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Customer Support Consultant

Learning Links is a not-for-profit charity organisation with a 50-year history helping families and children with learning difficulties and disabilities. This is a fantastic opportunity for a Customer Support Consultant looking for an opportunity to work amongst a focused and warm-hearted team at a not-for-profit with a lot of purpose.

As a pivotal member of the Customer Care team, you will engage, assess, screen and book customers to receive services from our brilliant Teachers, Speech Therapists and Psychologists who help a range of children from 2 – 18 years old. This is a part time role based at our site in Peakhurst, for 4 days a week, Tuesday to Friday 9am to 5pm. The ability to adjust the days to support team members on leave may be required from time to time.

Day to day you will be:

  • Managing client bookings, waitlists, and exiting customers through the use of systems provided.
  • Manage the end-to-end customer process for government funded initiatives including utilisation of specialist portals and providing support to staff to ensure processes are completed in accordance with requirements.
  • Responding to telephone, email and web enquiries whilst providing general advice to clients.
  • Focus on communicating and liaising with relevant stakeholders regarding NDIS plans, schedules of support, service agreements and any NDIS related issues.
  • Communication of all booking changes to the team, and clients in a timely and efficient manner.
  • Maintaining a high standard of privacy and accuracy of client records to support a seamless customer experience.

Why is Learning Links right for you?

  • As a Charity you can take advantage of salary packaging where you can access up to $18,549 tax-free as part of your total remuneration package.
  • We are a strengths-based organisation (using Gallup Clifton Strengths) with hands down the most supportive and welcoming culture around.
  • Systems and digital skills training.
  • Dedicated professional development days each year.
  • EAP services including access to career support, manager assistance, mental health and counselling services, nutrition/ diet advice, financial counselling, legal assistance etc.
  • Giving back to communities by helping kids from low socio-economic or disadvantaged background.

Essential criteria:

  • At least 3 years’ experience in customer service and administrative roles.
  • Exceptional customer service & people skills with a strong ability to effectively manage client conversations to achieve outcomes.
  • Demonstrated time management and organisational skills with ability to manage and prioritise own workload with competing priorities in a busy work environment.
  • Excellent verbal and interpersonal communication skills.
  • Demonstrate an effective understanding and use of multiple IT platforms such as word, excel, outlook, (Salesforce or similar CRM desirable).
  • Current Working with Children Check or happy to obtain one.
  • Commitment to working in partnership with families and other professionals.

About You

You have a flexible can-do attitude and can work independently with minimal supervision. You are IT savvy and always ensure that tasks are completed with precision and in a timely manner. You enjoy working in a fast paced and high volume call centre environment providing great outcomes for customers. You enjoy learning new skills, troubleshooting and working flexibly to provide exceptional customer service.

About Learning Links

Learning Links have over 50 years’ experience in providing evidence-based therapy, education, and support services to help children build the skills and confidence to learn, develop and thrive. We work in close collaboration with parents, professionals, and schools to work towards our vision of creating a community where difficulties learning is no longer a barrier to a fulfilling life.

Diversity, Equity and Inclusion as well as creating a sense of belonging is important to us and you will have a structured and detailed onboarding program to give you a great start in understanding the culture.

Child safety is top priority for us, and we are a child safe organisation. You will be asked to undergo a NDIS Worker Screening Check/ Police check and Working with Children Check. 

Your application

Sound like a great opportunity? We can’t wait to hear from you!  Applications require an accompanying cover letter – click on this link to apply now via our e-recruitment portal.