Client Experience Officer | Part-Time | Careva
At Careva, we’re redefining what it means to work in human services. We’re smart but never corporate, friendly but never flippant, professional but never dry.
We’re seeking two highly motivated Client Experience Officers to become the welcoming voice of Careva — answering incoming calls, assisting with service enquiries, and managing day-to-day rostering adjustments across our Careva network.
If you’re someone who thrives on helping others, communicates with warmth and clarity, and enjoys a fast-paced, people-centered role, we’d love to hear from you.
Salary: Pro-rata + Super
Location: Parramatta or Hybrid based off suitability
Work Type: Permanent Part-Time working 5 days per week there are two shifts available.
Shift 1: 8am-1pm and Shift 2: 1pm-6pm
Position Purpose
The Client Experience Officer is responsible for delivering outstanding service to clients, participants, and stakeholders by acting as the first point of contact for all incoming calls and general enquiries.
This role supports the coordination of services by managing simple rostering adjustments across multiple Careva entities, ensuring smooth communication, accurate record-keeping, and a seamless client experience — all while upholding Careva’s commitment to quality, inclusion, and care.
Key Responsibilities
Client Experience & Communication
- Answer and triage all incoming calls and emails in a professional and timely manner.
- Provide accurate information regarding services, scheduling, and support processes.
- Escalate complex or urgent matters to the appropriate teams as required.
- Build rapport with clients, participants, and their support networks while maintaining confidentiality and professionalism.
Rostering & Coordination
- Action day-to-day rostering adjustments (e.g., cancellations, reschedules, shift swaps) in collaboration with operational teams.
- Liaise with support staff, service delivery, and coordination teams to ensure service continuity.
- Maintain awareness of staffing levels, upcoming changes, and service demands.
- Support accurate data entry in scheduling and client management systems.
Administrative Support
- Maintain accurate client and scheduling records across Careva systems.
- Assist with preparation of documentation, data entry, and reporting.
- Support communication between departments to ensure service efficiency.
- Identify and suggest process improvements to enhance customer and staff experience.
Teamwork & Culture
- Work collaboratively with other departments (e.g., Allied Health, Support Coordination, Rostering, Marketing).
- Contribute to a positive and supportive team culture, even when working remotely.
- Attend virtual meetings, training sessions, and participate in continuous improvement initiatives.
Selection Criteria
Essential
- Previous experience in a customer service, administration, or scheduling role.
- Exceptional communication and interpersonal skills, particularly over the phone.
- Ability to manage multiple tasks and competing priorities.
- Strong attention to detail and organisational skills.
- Proficiency in Microsoft Office and rostering or CRM systems.
- Ability to maintain discretion, confidentiality, and professionalism.
- Understanding of, or willingness to learn about, the NDIS and disability sector.
- Willingness and flexibility to help as required.
Desirable
- Experience in NDIS, healthcare, or community services settings.
- Knowledge of rostering or client management platforms (e.g., ShiftCare, Lumary, or similar).
- Experience working in a multi-entity environment.
Why Join Careva?
- Hybrid working arrangements and flexible hours that support work–life balance following initial training.
- Purpose-driven organization making a genuine impact.
- Supportive and inclusive team culture.
- Ongoing development opportunities, benefit programs and access to Employee Assistance Program (EAP).
Ready to be the voice and heart of Careva?
Apply now with your resume and a short cover letter outlining why you’re the perfect fit.
