Introduction About Novita Novita nurtures ambition of every size and shape, for a career that grows with you, in a team that supports you. Novita is South Australia’s most established provider of therapy, assistive technology, community programs and community living services for people with disabilities and we’re evolving every day. Novita brings you the benefits of structure along with the freedom to grow within an environment that’s big, but personal. We equip you with the tools to thrive as the whole person you are, embracing whatever makes you tick, so you can reach your true potential. Our leaders remain by your side, respectful of your autonomy, because they care about you accomplishing your professional goals. And the sheer variety of Novita’s offerings means opportunities to take your career where you want it to go. Work at a place that supports you to achieve your best, so you can support others to achieve theirs. Description About the Role The Client and Family Support Officer is responsible for delivering a seamless, high-quality experience for customers across their journey with Novita. Acting as a central point of contact, you will be largely phone-based managing enquiries, coordinating onboarding and supporting ongoing engagement to ensure customers can access the right services at the right time. Based at our Hindmarsh office, this role works closely with Therapy and Community teams, with a strong focus on new client engagement, onboarding and lead management. Key responsibilities include: Managing new client enquiries via phone, web and other channels, acting as a central information point Coordinating customer onboarding, including eligibility, funding understanding, policy setup and initial documentation Supporting the development of early-stage support plans, service agreements, customer records and billings Building strong relationships with internal stakeholders across Therapy, Community, Finance and Marketing Managing and nurturing leads through Salesforce, recognising that conversion may take time and requires ongoing engagement Promoting Novita’s services and identifying opportunities to refer customers across the organisation to maximise outcomes Maintaining accurate and up-to-date customer information in relevant systems, including NDIS plans and funding arrangements Liaising with external stakeholders such as the NDIA regarding service access and planning Contributing to portfolio-based work, developing expertise in a service area, attending team meetings and understanding service growth and direction Skills And Experiences Knowledge, skills and experience You bring strong NDIS knowledge, excellent customer service skills and a collaborative mindset in addition to: Demonstrated understanding of the NDIS and related funding arrangements Experience in phone-based roles to provide customer service and booking services Exceptional customer service and communication skills, both written and verbal Proven ability to manage complex enquiries and build stakeholder relationships Strong organisational skills with attention to detail and ability to meet deadlines Proficiency in Microsoft Office and client management systems NDIS Worker Check and Working with Children Check We’re serious about safeguarding our clients. If you don’t have a current NDIS Worker Check and SA Working with Children Check, we’ll let you know how to obtain these prior to starting work with us. Why join Novita? In this role, you’ll play a crucial part in guiding clients through their journey, helping them navigate services, understand funding and feel confident from first contact through to ongoing engagement. Working alongside Therapy and Community teams, you’ll see firsthand the difference your coordination and care makes in delivering meaningful outcomes for customers and their families. You’ll also enjoy a range of other benefits: Total salary package includes base salary, annual leave loading and 12% superannuation Enjoy salary packaging up to $15,900 of your salary, increasing your take-home pay Further maximise your take home pay with additional salary packaging benefits including meal and entertainment expenses, accommodation and venue hire, private novated leasing and additional superannuation contributions Apply Now For a confidential conversation before applying, contact Leanne Kotek on leanne.kotek@novita.org.au or Sidney Thomson on Sidney.thomson@novita.org.au Don’t delay if you are wanting to join our team as this position is vacant, we are looking to undertake interviews as applications are submitted. Novita may close this advertisement early if a suitable candidate is identified before the listed closing date. Novita is committed to creating a diverse and inclusive workplace. All suitably qualified applicants will receive equal and fair consideration for employment. Applicants with a disability and/or who identify as Aboriginal and/or Torres Strait Islander are actively encouraged to apply. Potentially successful candidates will be required to complete background checks prior to confirmation of employment. Achieve your amazing at Novita.
