Make a real difference working within our Client Services Team as a Client Care Officerto support the teams who make a meaningful difference in the lives of people with vision and hearing loss.

Enjoy flexibility, two weeks of additional leave, and access to not-for-profit salary packaging benefits.

This is a Temporary(12 month) Part-Time opportunity (30.4 hours per week) reporting directly to the Client Experience Lead & Client Services Network Leadand will work onsite at our Macquarie Park Headquarters.

Job Description

What we can offer you:

- Salary of up to $57,564+ Super, with 100% salary packaging to maximise your take home pay
- Generous leave entitlements including 2 weeks paid Christmas leave in addition to 4 weeks annual leave, plus extensive personal/carer's leave
- Paid parental leave of 14 weeks for primary carer and 6 weeks for secondary carer
- Access to industry leading education, professional development opportunities and career pathways

Key duties and responsibilities:

Client Experience

- Servingas the primary point of contact by managing and triaging phone and email enquiries, categorising them by urgency and complexity, and providing immediate responses or redirecting as required.
- Conducting structured phone and email interactions with prospective clients or their designated contacts.
- Ensuringclear communication with clients and internal teams to facilitate prompt resolution of enquiries and maintain high customer service standards.
- Acknowledgingreferrals from referrers and provide timely updates on their status and required next steps.
- Fostering strong relationships with referrers through qualified and transparent communication.




- Maintaining a thorough understanding of funding models and service offerings across all locations, and stay updated on changes and new developments.
- Working with Client Experience Leads to identify and communicate emerging trends across the organisation.
- Supporting Marketing activities and campaigns.
- Supporting the nurture of cochlear implant clients who are unsure about proceeding with assessment and surgery.
- Supporting clients with culturally and linguistically diverse (CALD) needs when required.

Client Administration

- Constructing and issuing welcome correspondence to clients.
- Scheduling, managingand confirming appointments using the internal calendar management system.
- Requesting medical information from clients’ current healthcare providers.
- Running and reviewing the ‘Appointment List’ report on a weekly basis.
- Supporting the effective use of the electronic client management system and maintain client records, ensuring all information, including sensitive issues, is managed in a way that respects each client’s right to confidentiality and dignity.

Service Administration and Operations

- Performing a range of administrative and clerical tasks to support daily operations, including electronic filing,



data cleansing and maintaining accurate records in line with established business processes.
- Performingany other reasonable duties as required or assigned by your manager.

Desired Skills and Experience

About You:

- Experience in healthcare, audiology or client support services.
- Understanding of funding pathways for hearing-related services.
- Experience working with referral partners such as audiologists, ENTs or hearing care providers.
- Experience handling medical referrals, patient intake and coordination of hearing assessments.
- Strong verbal and written communication skills as well as detail orientated.
- Excellent time-management and organisational skills, with the ability to manage multiple clients at various stages of the intake process while maintaining accuracy in scheduling, documentation and communication.
- Ability to handle sensitive client information with confidentiality.
- Experience using client relationship management (CRM) systems.
- Working knowledge of Microsoft Office programs, including Word, Excel, PowerPoint and other programs/systems as necessary.
- Valid Working with Children Check clearance (WWCC) number.
- Valid NDIS Worker Check.
- Obligation to become familiar with and comply with child protection policies and legislation, as amended from time to time.

Our Purpose and Ambition

NextSense is a not-for-profit organisation supporting people with vision or hearing loss across Australia. We work with children, adults, and their families, providing a holistic approach to hearing services for newborns through to people over 90 years old, and helping children who are blind or have low vision to d

📌 Client Care Officer (Sydney)
🏢 NextSense
📍 Sydney