Client Experience Coordinator — Mental Health Support

Acacia Connection; Brisbane; On-site; AUD 30,000 - 47,000; Full time

Benefits offered by this job

Employee Assistance Program

Meaningful work

Inclusive workplace culture

Comprehensive training and education

Growth opportunities and mentorship

Benefits store points and retailerCash

Job summary

Acacia Connection is seeking a Client Intake Coordinator in Brisbane to join our Client Experience Team. This true contact centre role will handle a high volume of inbound calls, emails, live chat and text, scheduling counselling and coordinating services with our team of mental health professionals.

You will be the first point of contact for clients seeking support, delivering exceptional customer service and ensuring records and cases are managed in line with service level agreements.

Qualifications

• Availability for shifts from Monday to Friday 7am–7pm
• 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
• 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

Responsibilities

• Handle high volumes of inbound calls and manage shared inboxes
• Schedule counselling and other mental health and wellbeing appointments
• Coordinate services, including case management and follow-up administrative duties
• Maintain crucial database records and ensure service delivery aligns with SLAs
• Collaborate with a team of mental health professionals
• Assist in maintaining our high-quality counselling service

Skills

Phone communication

Time management

Empathy

Attention to detail

MS Office

Tools

CRM database

Office Suite

Job description

Acacia Connection is seeking a Client Intake Coordinator in Brisbane to join our Client Experience Team. This true contact centre role will handle a high volume of inbound calls, emails, live chat and text, scheduling counselling and coordinating services with our team of mental health professionals.

You will be the first point of contact for clients seeking support, delivering exceptional customer service and ensuring records and cases are managed in line with service level agreements.