Client Support Officer

About Shore360:

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

Company Profile

Avina Therapy is a specialised allied health and behaviour support provider operating across metropolitan and regional New South Wales, Victoria, Queensland, and South Australia. We support children, adults and seniors living with disability through NDIS, Medicare, and private funding pathways, delivering services in clinic, community, and via telehealth.

Our multidisciplinary team provides Occupational Therapy, Speech Pathology, Positive Behaviour Support, Psychology, Dietetics, and Physiotherapy. We are a registered NDIS provider (No. 4050011910) committed to evidence-based, neuro-affirming care shaped around each person's goals and life.

At Avina, we build real relationships — with our clients, their families, and with each other. Our culture is grounded in six values: Progressive, Curious, Respectful, Collaborative, Informed, and Purposeful.

Position Overview

The Client Support Assistant (Offshore) provides dedicated remote support to Avina's Client Management function, focusing on the operational, high-volume tasks that keep client services running accurately and on time. Working as an extension of the onshore Client Service and Business Support teams, this role is responsible for processing service renewals in Splose, keeping the client waitlist current through proactive SMS and email contact, monitoring CRM and records compliance, and supporting resource and procurement administration. The role does not involve direct clinical decision-making or face-to-face client contact, but is central to the accuracy, timeliness, and compliance of Avina's client data and administrative processes. This position reports to the Client Services Team Leader and works closely with onshore Client Service Officers and Business Support Officers to ensure a seamless client experience.

Key Responsibilities

Service Renewals

• Process NDIS plan renewals and updates in Splose, including additional hour requests and quarterly plan releases
• Complete hour transfers across disciplines in line with Avina's renewal procedures
• Achieve agreed daily renewal processing targets, escalating complex or exception cases to the onshore team

• Maintain accurate renewal records and status updates within Splose

Waitlist & Client Communication

• Maintain accuracy and currency of the client waitlist through proactive SMS and email contact, in line with Avina's contact policy
• Log all contact attempts and client responses accurately within Splose
• Escalate clients requiring more complex or sensitive communication to the onshore Client Service team
• Support timely follow-up on outstanding service agreements via SMS/email reminders

CRM & Data Compliance

• Monitor CRM data accuracy and completeness across client records, flagging and correcting gaps or errors
• Support routine compliance and quality checks of client records against NDIS Practice Standards and Avina's documentation requirements
• Maintain data handling practices in accordance with Avina's privacy, confidentiality, and offshore data security requirements
• Report data quality trends and recurring issues to the Client Services Team Leader

Resource & Procurement Support

• Support resource, PD material, and stationery purchasing administration across the team and clinic sites
• Raise, track, and reconcile purchase orders, ensuring accuracy and compliance with Avina's procurement policy
• Provide general administrative support to the Business Support function as required

Key Relationships

Internal

• Client Services Team Leader

• Onshore Client Service Officers

• Business Support Officers

• Client Services Manager

• People & Culture team

External

• NDIS participants and their families (via SMS/email only)

• Support coordinators and plan managers (as directed)

• Suppliers and vendors (procurement administration)

Qualifications & Experience

Essential

• Experience in a client administration, business support, or back-office coordination role
• Proficiency with CRM or practice management systems (Splose experience highly regarded)
• Strong written communication skills in English, suitable for client-facing SMS and email correspondence
• Excellent attention to detail and ability to manage high volumes of transactional work to daily targets
• Demonstrated ability to work reliably within Australian business-hours overlap
• Understanding of, or willingness to be trained in, confidentiality and data security obligations relevant to handling Australian health and disability data offshore

Desirable

• Prior experience in an NDIS, health, or disability services administrative role
• Familiarity with NDIS Practice Standards and plan management requirements
• Experience in a high-volume offshore or shared-services support function
• Experience with Splose or similar allied health practice management software

Performance Expectations

Performance will be reviewed in alignment with Avina's review cycle and assessed against the following key measures:

• Achievement of daily/weekly renewal processing targets

• Waitlist accuracy and currency, and contact policy compliance (SMS/email)
• CRM data accuracy and quality of records maintained

• Purchase order accuracy and procurement administration compliance

• Timeliness and accuracy of escalations to the onshore team

• Adherence to Avina's data security, privacy, and confidentiality requirements
• Avina's values actively demonstrated through daily work and team participation

ShoreXtra Perks

• Day 1 HMO Coverage

• Fixed Weekends Off – Enjoy a guaranteed work-life balance with Saturdays and Sundays off.

• Unlimited Barista Coffee all shift long

• Free Parking & Shuttle

• Premium Game Lounge – Relax and recharge in our dedicated on-site recreational zone
• Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
• Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
• Bronze Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.
• Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays

Work Set Up:

• On-Site

• Work Schedule: Monday to Friday, 7:00 am to 4:00 pm