Professional Support Officer - Operations in Blackburn

Make a real difference working within our Services Team as a Professional Support Officer - Operations, partnering with leaders to support the teams who make a meaningful difference in the lives of people with vision and hearing loss. Enjoy flexibility, two weeks of additional leave, and access to not-for-profit salary packaging benefits. This is a Permanent Full-Time Opportunity (38 hours per week) reporting directly to the Head of Service Operations and will work onsite at our Blackburn Location. This role will require you to travel to other NextSense Centres.

What we can offer you:

• Salary of up to $77,910+ Super, with 100% salary packaging to maximise your take home pay
• Generous leave entitlements including 2 weeks paid Christmas leave in addition to 4 weeks annual leave, plus extensive personal/carer's leave
• Paid parental leave of 14 weeks for primary carer and 6 weeks for secondary carer
• Access to industry leading education, professional development opportunities and career pathways

You’ll make a difference in this role by:

• Strategic and Business Support
  • Providing administrative and coordination support for strategic projects and organisational initiatives, ensuring timelines, documentation, and deliverables are managed.
  • Assisting with compliance activities, maintaining accurate records and supporting reporting for systems (e.g. fleet management) and regulatory obligations.
  • Supporting accurate employee records and organisational data, aligned with governance, privacy, and audit standards.
  • Undertaking data cleansing and audits to improve data quality, consistency, and reliability.
  • Preparing and maintaining documentation, reports, and trackers to monitor progress, risks, and compliance.
  • Collaborating with stakeholders to gather information, resolve data issues, and improve processes and systems.
• Client Experience & Engagement
  • Acting as a first point of contact for client and referrer enquiries, ensuring timely triage, response, and escalation.
  • Delivering consistent, high-quality communication via phone and email to support client experience.
  • Coordinating with internal teams to progress enquiries, referrals, and service requests efficiently.
  • Supporting client engagement activities, including marketing initiatives and early-stage client nurturing.
  • Applying knowledge of services, funding models, and diverse client needs to provide accurate information.
  • Identifying and escalating client trends, risks, and opportunities for continuous improvement.
• Client Administration & Coordination
  • Maintaining accurate, up-to-date client records in the system, ensuring data integrity, confidentiality, and compliance.
  • Liaising with external providers to obtain documentation and support continuity of care.
  • Monitoring and action reporting to improve service delivery and minimise client engagement gaps.
  • Occasionally travel to other sites to support administrative functions.

About You:

• Experience in using Client Records Management System, Human Resource Information System as well as other software solutions requiring data entry, data review and following business processes.
• Relevant administrative experience in the health/disability sector (desirable).
• Experience in stakeholder management, working in a multi-disciplinary setting.
• Excellent interpersonal skills to build strong relationships with colleagues and deliver training sessions.
• Excellent verbal and written communication skills.
• Good time management, prioritisation, and multitasking abilities.
• Ability to give and receive feedback and constructive criticism from a variety of channels.
• Committed to enhancing the client and employee experience.
• Highly proficient in using Microsoft Office programs including Word, Excel.
• Valid Working with Children Check clearance (WWCC) number.
• Valid NDIS Worker Check.
• You are obliged to become familiar with, and comply with child protection policies and legislation, as amended from time to time.

Our Purpose and Ambition

NextSense is a not-for-profit organisation supporting people with vision or hearing loss across Australia. We work with children, adults, and their families, providing a holistic approach to hearing services for newborns through to people over 90 years old, and helping children who are blind or have low vision to develop the right skills, mobility, and independence to confidently explore their world. NextSense has been breaking boundaries since 1860, and we’ve been expanding our services ever since. Today, we deliver world-class education (both to children with sensory loss and to professionals in the field), cochlear implants, allied health services, therapy, research, and clinical services to children and adults. We’re a registered NDIS provider, working with our clients to achieve their own goals and potential. We’re committed to research and innovation; harnessing the latest technologies and new ways of thinking and educating the next generation to lead the way in hearing and vision services.

How to apply: If this role sounds like you, please click on the apply button and follow the prompts. If you would like to learn more, please reach out to Sophia Herdina, Head of Service Operations at Sophia.Herdina@nextsense.org.au for a confidential chat. NextSense is a child safe organisation, candidate compliance with child protection legislation is essential.