Client Intake Coordinator (Contact Centre)

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

Client Intake Coordinator (Contact Centre)

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.

Are you passionate about providing exceptional client support and making a meaningful impact? Acacia is looking for a dedicated individual to join our Client Experience Team, the first point of contact for individuals seeking support.

What We Offer:

• Access to Employee Assistance Program
• Meaningful work within a supportive team – what we do matters! We make a REAL difference in people’s 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 100,000 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 1000's 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)

The Role:

This 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, website, live chat, and text message
• 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

The Successful Candidate Will Need to Have:

• 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
• 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

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, 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.

If you are ready to make a difference and be part of a supportive and dynamic team, we would love to hear from you!

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