About the Role
Do you want to make a difference in your community? You can empower people who are deaf, deafblind and hard of hearing to live the life they want and achieve their goals, from the everyday to the extraordinary.
Deaf Connect has an opportunity for an experienced Customer Bookings & Claiming Officer within our Interpreting Services department. You will be responsible for the provision of high-quality interpreters and customer service in order to deliver information access to Deaf, Deafblind and Hard of Hearing people. In addition, you will support the Finance and Payroll Administrator to ensure smooth and accurate delivery of customer invoices and staff payroll for the Interpreting Services Team.
Your role will include:
- Answering and responding to all phone calls, email and online requests in a professional and timely manner.
- Allocating interpreting requests to permanent and casual interpreters using the electronic booking system to achieve service KPIs
- Liaising and negotiating with customers as to the timing of appointments to optimise serviceability and utilisation of the interpreter workforce
- Providing advice, education, and instruction on interpreter booking procedures to new clients
- Supporting the Finance and Payroll Administrator to prepare customer invoices and staff payroll
- Completing all daily administration tasks following the service policies and processes
- Responding to and report on customer feedback, complaints and incidents in consultation with the Customer Bookings Team Leader and the Manger, Interpreting Service as required, in line with the organisation complaints procedure
- Compiling and keep up to date statistics and reports as requested by the Customer Bookings Team Leader
- Actively fostering positive relationships with key stakeholders – customers and interpreters
To succeed in this role, you’ll have:
- Highly developed administrative, organisation and time management skills
- Highly developed engagement and communication skills which demonstrate an ability to liaise with staff and customers
- Proven ability to meet targets and deadlines and juggle competing priorities
- Experience and knowledge of the deaf community, language and culture is desirable
- Willingness to learn Auslan (Australian Sign Language)
Before you start, you’ll need:
- NDIS Worker Screening Card
- Completed NDIS Worker Orientation course
- COVID-19 vaccination certificate (mandated)
- A Focus on Work/Life Wellbeing
- Ongoing Training and Development
- Supportive and inclusive team environment where you can be yourself
- Salary Packaging benefits (reduce your taxable income and increase take-home pay)
- Make a real difference with Australia’s largest service provider for Deaf Australians!
Deaf Connect is the new name for Deaf Services and the Deaf Society, Australia’s largest whole of life support service for Deaf, deafblind and hard of hearing Australians.
Every one of us is unique. Whether we are born deaf or hard of hearing; whether we sign, speak, lipread or use a cochlear implant, we are all connected by our culture and community.
We stand with the Deaf community to build capacity and influence social change while paying respect to history, culture and language.