BRAVE, INNOVATIVE & RESPECTFUL. If these values drive your customer service mantra, we are looking for you! Our Team is dedicated, supportive and results-driven and embraces challenge. You will be experienced in call centres and know your way around Customer database systems.

About the roles: 

Northcott have 3 roles in its Customer Service Team - one in Enquires and one in Rostering. The roles will provide you with all the training you need in Northcott systems with buddy shifts organised to ensure you are comfortable and up to speed. Day to day tasks will include (but are not limited to):

Enquiries:

• Taking enquiries from customers, support workers and stakeholders new to Northcott
• Adjusting customer and support worker records and leaving critical notes
• Having flexibility to juggle multiple competing tasks and unexpected situations/conversations
• Sharing an email workload in inboxes
• Escalating appropriately
• Investigating and presenting detailed follow-up

Rostering:

• Matching customers needs with support workers' skills and experience
• Rostering in advance  
• Working a rotating roster, including some weekend shifts through a rotating roster
• Navigating Carelink to find instructions, support plans, funding balances 
• Maintaining excellent stakeholder relations, even under pressure
• Sharing email workload
• Minimising over-time of support workers

To be considered, we need you to have the following: 

• Minimum 2 years experience in a call centre environment
• Demonstrated ability to handle a high volume workload
• Strong sense of empathy and awareness of situations while working in the disability sector
• Extremely high attention to detail and ability to learn processes
• Knowledge of who Northcott is and products on offer (desirable but not essential)
• Previous or current rostering experience is highly regarded
• Excellent interpersonal phone manner
• NDIS Worker Check (or willingness to obtain) - Mandatory
• Certified Work Rights - Mandatory

Closing date for the roles is COB 19 May 2021. For further enquiries, please email mitch.jeffs@northcott.com.au 

We will actively shortlist during this time. Unsuccessful applicants will be notified via email.

Northcott is not responsible for any fees related to unsolicited agency resumes or applications.

When applying internally, Northcott employees are required to notify their Manager and should be aware that their Manager may be asked to endorse their application.