Customer Experience Officer

Afford's high-quality disability services are continuing to grow, and we're looking for a Customer Experience Officer to help people access the right supports at the right time. This is a role where purpose and customer experience go hand in hand. You'll be the first point of contact for many prospective customers, guiding them through the journey from initial enquiry and assessment through to onboarding and service commencement.

Work Monday to Friday, 9am-5pm, based at our Parramatta Head Office with a hybrid arrangement of 3 days in the office and 2 days from home.

About the role:

• Manage new enquiries and referrals, helping customers understand Afford's services
• Conduct initial client assessments and coordinate the information needed for onboarding
• Build strong relationships with clients, families, carers and external stakeholders
• Play a key role in converting enquiries into new customers and supporting Afford's growth

What you will do:

• Manage and respond to a high volume of inbound and outbound customer enquiries
• Qualify leads and referrals and identify suitable pathways into Afford's services
• Conduct initial client assessments and gather required documentation
• Develop strong relationships with customers, families, carers and external stakeholders
• Work with internal teams to coordinate tailored service solutions and support service commencement
• Prepare and coordinate service agreements, quotes and supporting documentation
• Maintain accurate and comprehensive customer records in the CRM
• Contribute to agreed client acquisition targets and performance measures
• Respond to customer feedback, complaints and concerns in line with Afford's policies and processes
• Identify opportunities to improve the customer experience and contribute to continuous improvement
• Ensure all interactions are professional, empathetic, responsive and customer-focused

What you will bring:

• Experience onboarding clients in an NDIS, disability, healthcare or human services environment
• Knowledge of the NDIS and/or other human services funding environments
• Understanding of NDIS Price Arrangements and Pricing Limits
• Experience delivering high-quality, customer-focused services
• Strong relationship-building and stakeholder engagement skills
• Excellent written, verbal and interpersonal communication skills
• Strong organisational skills and ability to manage competing priorities in a high-volume environment
• Creative thinking and a solutions-focused approach
• Sales, client acquisition or lead conversion experience will be highly regarded
• A genuine commitment to working in a for-purpose organisation
• Current Australian C class driver's licence
• Hold (or be willing to obtain) a current NDIS Worker Screening Check (NDISWSC) and Working with Children Check (WWCC)

Why join Afford:

• Make a difference - Help people with disability access the services and supports they need to live the lives they choose.
• NFP Salary Packaging benefits - Increase your take-home pay with up to $15,900 tax-free plus $2,650 for meals and entertainment.
• Additional leave benefits - Enjoy bonus leave at each work anniversary and the option to purchase additional annual leave.
• Health and wellbeing - Access discounted gym membership through Fitness Passport and a range of wellbeing initiatives.
• Career development - Grow your skills through ongoing learning, professional development and career progression opportunities.
• Supportive culture - Join a collaborative, values-led team committed to inclusion, continuous improvement and making a positive impact.

More about Afford:

At Afford, we exist to create an inclusive world where human rights are realised, a world where people of all abilities can share in life's adventure. We are committed to inclusion, diversity and creating opportunities for people with disability to live the lives they choose. Our people live our values of Kind, Clear, Team and Explore. To learn more about Afford, visit www.afford.com.au.