Client Intake Coordinator | Client Administration Support (Contact Centre)

Brisbane - Australia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Department:

Client Experience

Job Summary

Are you a dynamic individual with a passion for providing exceptional administrative support We are looking for new members to join our team and enhance our client experience functions.

People respect those who are authentically enthusiastic about their work and bold in their beliefs. Their gusto is contagious. People respect those who arent afraid to show positive emotions. If this statement resonates with you this is the team for you!

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.

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 short were a positive workplace with a positive team culture.

Engage in impactful work while thriving in a team-oriented and encouraging atmosphere. We ARE employees who care for one another and develop compassionate friendly and inclusive relationships.

What We Offer

Permanent full-time employment (part-time considered)
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)

We have vacancies in our Client Intake Coordinator and Client Administration Support positions within our Client Experience department.

Our Client Intake Coordinator position is a true contact centre role and will be answering high volume of incoming calls monitoring shared inbox and providing exceptional customer service for all clients. Daily duties include:

Responding to all inbound enquiries via phone and website
Scheduling counselling and other mental health and wellbeing appointments
Facilitating coordination of services including case management and follow-up administrative duties
Managing crucial database record-keeping and following up with clients and counsellors to ensure service delivery aligns with our service level agreements
Collaborating with a team of mental health professionals
Assisting in maintaining our high-quality counselling service

Our Client Administration Support position will be working alongside a team of mental health professionals and assisting with maintaining our high-quality counselling service you will be:

Organising counselling and other mental health services for clients of companies we support
Responding to all inbound enquiries via live chat and text message
Managing several shared mailboxes and ensuring enquiries are actioned within appropriate timeframes
Conducting outbound work including co-ordination of services scheduling appointments and follow-up / administrative duties
Sourcing and managing crisis call requests escalated from Client Intake Coordinators
Managing the follow up process and ensuring that clients are linked in for timely support in accordance with our SLA
Escalating critical cases through to the Client Experience Seniors and Client Experience Manager
Working with our Affiliate Coordinator to resolve resourcing blackspot areas
Assisting with rescheduling of clients with internal clinician when required
Providing support to Wellbeing Services during periods of high demand
Providing internal clinicians and Clinical Regional Managers with administrative assistance
Appropriately escalating critical cases through to the Client Experience Manager
Working alongside our Wellbeing Services Team to manage Critical Incidents Manager Referrals Supervision and other services as required

The Successful Candidates Will Possess

Availability for shifts from Monday to Friday between 7am to 7pm
Previous experience in a contact centre or fast-paced administrative environment OR extensive customer service experience
Excellent phone communication skills with a clear well-spoken voice and exceptional listening skills
Strong customer service focus
Exceptional time management skills and the ability to manage multiple projects under pressure
Good understanding of databases and Microsoft programs
High level of client empathy and understanding
Self-motivation with the ability to work unsupervised and as part of a team
Professional attitude and friendly phone manner
Positive can-do attitude

Our Commitment

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.

Next Steps

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 candidates will be contacted due to volume of applications). For queries email

Only candidates with the right to work in Australia can be considered for this position and we will not be engaging recruitment agencies for this position.

Required Experience:

Are you a dynamic individual with a passion for providing exceptional administrative support We are looking for new members to join our team and enhance our client experience functions.People respect those who are authentically enthusiastic about their work and bold in their beliefs. Their gusto is ...