Customer Care Consultant
vor 2 Wochen
Full time
One of the world's most iconic charitable humanitarian organisations, St John Ambulance is committed to enhancing the lives of Queenslanders and building a safe and resilient community.
For 140 years, St John Ambulance has been at the forefront of providing urgent health and medical support during times of crisis, empowering individuals with life-saving skills, and offering vital companionship to those in need.
St John Ambulance is Australia's leading provider of First Aid education and products, providing individuals and businesses with the skills, knowledge, confidence and equipment to save a life.
About the Role This is a central role in our Customer Care Centre team – We are looking for a full-time Customer Care Consultant who will provide a high-level support and care to all clients across the organisation, through maintaining records, fulfilling requests and supporting their needs.
The Customer Care Consultant will provide operational support in meeting the overall objectives of building, engaging and growing the organisations' client base to ensure optimum delivery of all services, programs and reporting requirements.
Role Responsibilities: Conduct needs assessments and provide advice to clients on St John Qld services, products, and programsManage all incoming calls, emails and enquiries from clients, potential clients and stakeholdersManage and maintain client records, relevant databases and other systemsWork with management to strategically plan future needsManage client information and feedback, including database management to ensure that data collection and related information provides comprehensive profiles, planning, case notes and any other important informationIdentify and report to Management any gaps in service delivery that require attention, including workforce related needsAid in reassessment or referral to more appropriate services based on needsAttend network meetings, forums, expos and workshop to develop interagency relations, and build knowledge in the community about the organisationAssist in developing continuous quality improvement systems, and participate in providing quality services and support for customersAssist with all other activities as required, and participate fully in any training made available to support with skills enhancementEncourage an environment that empowers service users and promotes positive behaviours, ongoing learning and independence.About You Certificate 3 or higher in Aged Care, Disability or similar is preferred.Demonstrated contemporary experience in client centred community.Excellent telephone customer service skills.Experience working in a fast-paced call centre environment.Ability to acquire extensive knowledge of the St John Qld products and services range.Demonstrated effective interpersonal and written communication skills; and ability to quickly establish rapport.Ability to maintain confidentiality on all issues in relation to St John Qld, clients and members.The ability to work independently and as a team member.Proven ability to manage schedules and tasks and meet personal, team and organisational KPIs.Hold (or ability to obtain) Working with Children, NDIS Worker Screening check, Criminal History Check, and Provide First Aid / CPR CertificateCommitment to Workplace Health and Safety, Diversity and Equal OpportunityCompliance with public health directions regarding COVID-19 vaccinations.Applications St John Ambulance Qld values diversity in the workplace to better reflect the diversity profile of the community and their client baseThe role is a full-time position, 38 ordinary hours per week based at our Nundah head office.Package includes a competitive annual salary, not-for-profit salary packing benefits, leave entitlements, superannuation and ongoing professional development.If you are interested in applying for this exciting role, send your application to this Seek ad with your Cover letter and your Resume.
We can only accept applications received via Seek.
We strongly encourage Aboriginal and Torres Strait Islander individuals to apply for this job.
Additionally, we welcome applications from individuals with disabilities, those who have experienced long-term unemployment, disengaged youth, individuals in transitional career phases, single parents, and individuals from non-English speaking backgrounds.
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