Customer Operations Support

Acacia Connection is an Employee Assistance provider that is making a difference to the lives of thousands of employees and their immediate families in the area of mental health. We provide high quality exceptional counselling services and assistance to individuals who have personal and/or work-related issues that may impact their wellbeing work performance safety individual and workplace morale and psychological health.

Engage in impactful work while thriving in a team-oriented and encouraging atmosphere.

At Acacia EAP we value inclusiveness excellence resilience integrity and innovation. These values are entrenched in the work we do and how we conduct our business. We want to work with people who are passionate about people and who seek long term employment.

We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and enthusiastically encourage applications from people with disability age-inclusive demographics people that identify as LGBTQIA and people from culturally and linguistically diverse backgrounds. Your unique experiences and perspectives will enrich our team and contribute to our collective success.

A great workplace is about people. One where colleagues are happy to see one another where team members work together toward common goals and where employees are supportive engaged and driven. In short were a positive workplace with a positive team culture.

Why wouldnt you want to work here!

• Meaningful work within a supportive team what we do matters! We make a REAL difference in peoples lives
• Inclusive open and supportive workplace culture with a genuine commitment to diversity and inclusion
• Comprehensive training and education including access to a suite of over 100000 learning modules
• Opportunities for growth and development with training programs mentorship career pathing cross-functional projects a feedback culture and more!
• Earn purchase-points to spend in the benefits store and cashback on everyday purchases (shop exclusive offers from 1000s of retailers)
• Access to amazing perks like discounts on health insurance and electricity
• Financial wellbeing the option to choose when you get paid with Earned Wage Access (access part of your already-earned wages without needing to wait for pay day and without credit interest or stress)

But What IS the Job

In this role youll be responsible for administration support for our Customer Experience Team including generating/distributing of reporting preparing and processing contract renewals customer setup and management in our provider portal managing customer enquiries resolving customer issues ensuring customer satisfaction and more. This is a very busy role where no two days are the same. Alongside our Customer Operations Lead in the Customer Support Team you will play a vital role in creating positive customer experiences and maintaining high service standards.

You will need:

• Exceptional attention to detail
• Ability to write succinctly clearly and in a professional manner
• Ability to work independently and within the Client Experience team
• Excellent time management and organisational skills
• Great communication skills both written and verbal

If you have these skills were going to snatch you up!

• Provide administration support to the Customer Experience and Business Development teams
• Manage the Customer Experience Team inbox and respond to customer enquiries
• Answer inbound calls and transfers relating to account management
• Update and maintain all aspects of customer records in Acacias database
• Prepare and send new customer contracts on behalf of Business Development
• Coordinate and support new business development activities for small opportunities
• Onboard new customers including database setup portal login mailing list welcome email and collateral
• Process collateral requests including stock management and ordering
• Management and coordination of Awareness Sessions
• Prepare and process contract reviews and renewals in collaboration with key stakeholders
• Generate and distribute customer reports on a monthly basis
• Generate monthly status updates for tailored fixed fee customers
• Relationship management of our White Label partners included all customer enquiries
• Setup and enter customer contract fee charges

Even Better if You Have

• Experience using a CRM (desirable but not essential).

Its more than just a job

In addition to these skills we are seeking a fun loving enthusiastic person who wants to be part of a growing team. Our team celebrates its wins and we can offer a great environment to work in a great team of diverse people and ability to grow with the business.

At Acacia Connection every connection matters.

We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and enthusiastically encourage applications from people with disability people that identify as LGBTQIA and people from culturally and linguistically diverse backgrounds. Your unique experiences and perspectives will enrich our team and contribute to our collective success.

Please include a cover letter providing details on your skills experience and suitability to this role. Please apply only through the Seek portal. Only successful applicants will be contacted.

For queries email

Only candidates with the right to work in Australia can be considered for this position.

Please note that we will not be considering recruitment agencies for this position.