Client and Family Support Officer

About the role

The Client and Family Support Officer delivers a seamless, high‑quality experience for customers throughout their journey with Novita. Based in Hindmarsh, you will be the primary phone‑based point of contact, managing enquiries, coordinating onboarding and supporting ongoing engagement to ensure clients receive the right services at the right time.

Key responsibilities

• Manage new client enquiries via phone, web and other channels, acting as a central information point.
• Coordinate customer onboarding, including eligibility checks, funding understanding, policy setup and initial documentation.
• Support the development of early‑stage support plans, service agreements, customer records and billing.
• Build strong relationships with internal stakeholders across Therapy, Community, Finance and Marketing.
• Manage and nurture leads through Salesforce, recognising that conversion may take time and requires ongoing engagement.
• Promote Novita’s services and identify referral opportunities across the organisation.
• Maintain accurate and up‑to‑date customer information in relevant systems, including NDIS plans and funding arrangements.
• Liaise with external stakeholders such as the NDIA regarding service access and planning.
• Contribute to portfolio‑based work, develop expertise in a service area and attend team meetings.

Required profile

• Strong knowledge of the NDIS and related funding arrangements.
• Proven experience in phone‑based customer service or booking roles.
• Excellent written and verbal communication skills.
• Ability to manage complex enquiries and coordinate multi‑step onboarding processes.
• Collaborative mindset with a focus on delivering high‑quality client outcomes.

Required skills

• Salesforce