Client Experience Specialist
- Salary: up to $90,000 per annum (Full Time) plus superannuation and NFP salary packaging benefits
- Join an Established Organisation Celebrating 100 Years
- Empower People, Create Connections. Make a Real Impact
About Us – Unisson Disability
At Unisson, we believe disability doesn’t define anyone. With over 100 years of experience, we’ve supported people with disability to live fulfilling, independent lives. Our name pays tribute to our beginnings – with the double “S” symbolising our original name, Sunshine, and the vision of our founder, Dr. Lorna Hodgkinson.
About the Role
We’re looking for a passionate Client Experience Specialist to Provide on the ground support to internal and external stakeholders, providing a positive and proactive service to all, from initial query, to beginning of service delivery, and ensuring we are exceeding client expectations throughout their journey with Unisson.
Key responsibilities include:
- Attending expos & networking events, representing Unisson’s brand and services to acquire new prospects & following up post-event to progress enquiry to conversion.
- Regularly meeting with industry & community networks to build genuine relationships and referral pathways within the disability sector.
- Capturing all information required within the client journey into the relevant systems to support from onboarding all the way through to transition and retention.
- Following up and liaising with Client services on all outstanding enquiries to ensure the client’s needs are met and all necessary documentation is completed within agreed timeframes.
- Engaging with Client Services teams to understand service requirements and support with compatibility priorities, site visits, risk assessments to ensure accurate and up to date knowledge of services are maintained.
- Collaborating with Client Services and Marketing to understand service capacity, value propositions and growth targets, ensuring your networking and outreach is strategic and impactful.
- Leveraging opportunities to cross-promote and cross-sell Unisson services to existing clients and families.
- Keeping up to date with changes within the NDIS environment regarding funding, approval processes and documentation requirements.
- Regularly reviewing and assessing your client caseload, working collaboratively with Client Services and internal teams to enhance client experience and satisfaction. Engage in feedback strategies to better understand client sentiment and identify market opportunities for growth
- Completing reporting required to provide visibility on acquisition and networking efforts.
Who We're Looking For
- Proven ability to build and maintain respectful and effective relationships with clients and stakeholders.
- Strong attention to detail and commitment to accuracy in documentation and data entry.
- Great communication and interpersonal skills, both written and verbal, with the ability to explain complex information clearly, build rapport with diverse stakeholders, and negotiate outcomes that balance client needs with available resources.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment
- Outstanding planning and organising skills demonstrating initiative when working without direct supervision
- Sound understanding of NDIS funding, service agreements, and pricing arrangements.
- Emotional intelligence, resilience and physical capacity to perform the work required
- Experience working within a KPI and target driven environment
- Experience working within the disability or community services sector (minimum 3 years preferred).
Why Join Us?
- Generous salary packaging to boost your take-home pay.
- 17.5% annual leave loading
- Wellbeing leave + option to cash out annual leave
- Employee Assistance Program for you and your family
- Flexible work options and individualised training
- Free flu vaccinations, WHEREFIT membership and milestone celebrations
All employees must have or be willing to obtain:
- NSW Driver’s Licence (P2/Full)
- NDIS Worker Screening Check
Unisson is proud to be a smoke-free, equal opportunity employer. We value diversity and embrace a person-centred approach – for the people we support and the people we hire. Join us and help people live great lives.
How to Apply
Click the link to apply with your resume.
If you have any questions, reach out to our HR team at [email protected].
