Client Experience Officer

Noro Music Therapy is a not-for-profit organisation with a team of Registered Music Therapists and musicians based in Western Sydney. We provide music therapy and music programs across aged care, disability (NDIS), education, and community programs, operating from our clinic in Penrith. About the Role The Client Experience Officer is a vital front-of-house role within Noro Music Therapy, responsible for creating a warm, welcoming, and professional environment for all clients, families, and visitors at our clinic. This position is the first point of contact for clients accessing music therapy (allied health) services, and plays a key role in ensuring an exceptional client experience from initial enquiry through to ongoing engagement. The Client Experience Officer manages reception operations, client bookings, CRM administration, and provides essential administrative support to ensure the seamless day-to-day functioning of a busy allied health clinic. The ideal candidate will be passionate about delivering outstanding customer service, highly organised, and comfortable working in a fast-paced environment supporting people with diverse needs including disability, aged care, and community participants. Responsibilities Client Experience & Reception (60%) • Reception & Front of House • Client Bookings & Scheduling • Client Enquiry Management • Client Relationship Management Administrative Support (40%) • CRM & Systems Administration • Communication & Correspondence • Clinic Administration • Operational Support Skills, Experience & Knowledge • Customer service skills • Proficiency in Microsoft Office Suite (Outlook, Word, and Excel) • Experience managing appointment scheduling and client communications in a busy clinic environment • Strong attention to detail and high level of accuracy in data entry • Excellent written and verbal communication skills Additional skills that would be highly regarded • Certificate III or IV in Business Administration, Health Administration, or related field (or equivalent experience) • Experience in a client-facing reception or customer service role, ideally within healthcare, allied health, or disability services • Demonstrated experience with practice management or CRM systems (experience with Splose or similar highly regarded) • Previous experience in NDIS service environments and understanding of NDIS processes You Will Also Have • Current valid NSW Driver’s Licence • Unrestricted rights to work in Australia • Valid Working with Children Check • Valid Police Check • Valid NDIS Worker Check Success Profile The successful Client Experience Officer will demonstrate: • Outstanding interpersonal skills and a genuine passion for delivering exceptional client experiences • Strong organisational and time management skills with the ability to manage competing priorities • Proactive approach to problem-solving and process improvement • Client-centred mindset with excellent service orientation • Ability to work independently while maintaining collaborative relationships across the team • Adaptability and resilience in a dynamic, fast-paced clinic environment • Professional communication skills with diverse stakeholders including clients, families, therapists, support coordinators, and plan managers • Commitment to confidentiality and ethical handling of sensitive information Why Noro? • Purpose-driven work — everything we do improves the lives of people in our community • A supportive, close-knit team that genuinely cares about each other • Based at Panthers Precinct in Penrith • Real career development opportunities in a growing organisation • The chance to build skills across client services, administration, and the allied health sector • Salary packaging benefits available as a registered not-for-profit How to Apply Send your resume and a brief cover letter telling us why this role excites you to ceo@noro.org.au.