Client Services Officer

Role Overview

• Oversee daily clinic operations: maintain a tidy, welcoming environment, greet clients, and deliver an exceptional experience.
• Contribute to community engagement, including site visits, promotional activities, and expos.
• Manage client appointments via phone, email, and the booking system, confidently navigating multiple systems and applications.
• Proactively manage and optimise clinic appointment diaries by following up on cancellations, conducting call campaigns, and identifying opportunities to maximise bookings and clinic utilisation, ensuring the clinic remains busy and productive.
• Provide basic hearing-device support, including cleaning, battery replacement, and Bluetooth pairing (training provided).
• Maintain inventory and ordering of hearing devices; process invoices and POS transactions; verify client eligibility (HSP, DVA, private health insurance).
• Engage clients with empathy and warmth, responding promptly to enquiries and offering proactive support.
• Work effectively in a small team; independently manage the front desk while supporting customers, clinicians, hearing technicians, and other internal stakeholders.

Requirements

• Previous administration or customer service experience in one of the following environments: retail, hearing care services, pharmacy, or allied health.
• Experience working with an older demographic, preferred.
• Strong relationship-building, sales, and commercial acumen, with the ability to proactively drive clinic activity, manage competing priorities, and maintain a full appointment diary through effective customer engagement and follow-up.
• Strong interpersonal communication skills and empathy for clients to support their hearing journey.
• Higher School Certificate (HSC) or TAFE Qualification.
• Strong computer literacy and analytical skills, with the ability to interpret data, identify trends, and use insights to support effective decision-making.
• Flexibility and willingness to cover additional shifts as needed.

Benefits

• Permanent Part Time role (0.4 FTE, Thursday and Friday, 9am
• 5pm, no weekends)
• Performance incentives
• Supportive hearing care team
• Professional development through clear career path and professional training
• MyRewards program – a program that offers discounts to more than 300 retailers and services across Australia
• Online Wellbeing centre – a platform offering activities, workouts, meditations, nutritional and financial advice – everything you need to live a healthier and happier life
• Employee Assistance Program
• Birthday and Christmas gifts