Position Description
Statement
Diabetes NSW is focused on supporting people living with (and at risk of) diabetes every step of the
way.
Position Details
Title
Customer Service Representative
Department
Channel
Business Unit
Contract and Health Service Delivery
Location
Glebe
Employment Type
Part Time, Wednesday – Friday 8:30am – 5:00pm
Position Purpose
This role is responsible for the provision of excellent customer service to all members, NDSS
registrants and stakeholders of Diabetes NSW who engage with our resource centres.
Major Responsibility Areas and KRAs
NDSS / DNSW Products / DVA Orders

Provide information for registering on NDSS.

Complete orders for NDSS and Insulin Pump Consumables ensuring all details are noted and
correct.

Update the NDSS database with any changes to registrant information such as change of address,
status, phone number, carer’s details, delivery address and concession cards.

Ensure customer information is correct on all databases – NDSS and DNSW.

Complete Housekeeping Forms as required.

Provide information regarding D904 Forms and their purpose.

Advise pharmacies and doctor’s of DVA guidelines.

Provide general advice on products available to DVA card holds.

Understand the difference between the different DVA card types
Customer Service

Serve the needs of all customers in a professional manner.

Promote the benefits of Diabetes NSW membership to all customers.

Promote benefits of NDSS registration to all customers.

Co-ordinate daily banking as required by Corporate Services.

Ensure displays are well stocked at all times.

Ensure full knowledge of products where applicable.

Assist in monthly stocktakes as required.

Notify the NDSS Channel Manager of any problems affecting the operation of the Resource
Centre.

Assist other business units with mail outs, data entry, information days and providing retail
shops at events such as Camps and seminars
Business Awareness

Demonstrate an understanding of the organisation business processes and plans, including its
people practices, organisational structures and people policies and can translate this into
operational practical initiatives.
Relationship Management

Develop, expand and maintain cooperative relationships within the team, Business Unit and
throughout the organisation.

Create a sense of cohesiveness, trust, integrity and honesty within the team, Business Unit and
throughout the organisation so that energies and abilities are focused on team effectiveness
and the accomplishment of business results.
General

Ability to undertake the duties of the role in accordance with Diabetes NSW’s Mission, Vision ,
REACH Values and our Code of Conduct

Comply with all company policies and procedures.

Comply with the Work Health & Safety Act 2011 and its applicable Codes of Practice and
Australian standards.

Assist with ad hoc duties as required.

Represent Diabetes NSW at appropriate functions and events and be a Diabetes NSW
ambassador.
Selection Criteria
Essential







Previous experience in the retail or sales industries, ideally in a pharmacy environment
Excellent customer service skills
An understanding of diabetes and related products
Excellent organisational and time management skills and with a strong attention to detail
Excellent interpersonal and communication skills
High level of discretion.
Previous experience with customer related databases
Additional Information and Requirements



This position is based primarily at the Diabetes NSW office in Tamworth. Some travel may be
required to various locations throughout metropolitan Sydney and regional NSW.
Any offer of employment will be subject to a satisfactory National Police Records Check and
Working with Children Check.
Some after hours work may be required for this role.
Reports To
Organisation Chart
Channel Manager
Confirmation
Employee’s Name:
Date:
Sign:
Manager's Name:
Date:
Sign: