Client Services Representative

TELUS Health; City of Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Job summary

TELUS Health in Melbourne is seeking a Client Care Representative to be the first point of contact for clients seeking support and information about our health and wellness services. Reporting to the Contact Centre Lead, you will handle appointments and inquiries with professionalism, work across multiple systems, and ensure records are accurate while upholding our service standards.

The role suits a customer-focused communicator who thrives in a collaborative, values-driven team and can adapt

Qualifications

• Demonstrated customer service excellence with a client-focused approach.
• Strong written and verbal communication and active listening.
• Ability to follow processes, maintain accuracy, and manage multiple tasks.

Responsibilities

• Handle service requests for appointments with professionalism and courtesy.
• Maintain knowledge of EAP, Triage, Management Consultation, and related services.
• Use multiple systems to manage client interactions and records.
• Follow compliance and QA procedures with 100% accuracy.
• Complete allocated tasks and projects within required timeframes.
• Represent TELUS Health values in all client interactions.

Skills

Client-focused

Communication excellence

Quality-driven

Detail-oriented

Team player

Adaptable

Job description

Client Care Representative

Full-Time Position

Hybrid Working Arrangement

About Us

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading-edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

At TELUS Health, we believe in the power of human connection to improve health and wellbeing outcomes. Through our Employee Assistance Program (EAP) and digital wellbeing solutions, we support organisations across Australia, New Zealand and Asia to build safer, more resilient, and more connected workplaces.

The Day-To-Day

• Client Excellence: Handle service requests for appointments and support with professionalism and courtesy, ensuring timely responses to all client inquiries
• Service Expertise: Maintain comprehensive knowledge of our full service portfolio including EAP, Triage, Management Consultation, Critical Incident support, and Work Support services
• System Management: Utilize multiple systems proficiently to manage client interactions and maintain accurate records
• Quality Compliance: Follow all TELUS Health and National Contact Centre administration procedures with 100% compliance, including QA policies and iSight system guidelines
• Project Support: Complete allocated tasks and projects within required timeframes while maintaining high standards
• Values in Action: Champion organizational values in every interaction with clients, colleagues, and team members

About The Role

Join our dynamic Contact Centre team as a Client Care Representative, where you'll be the first point of contact for clients seeking support and assistance. Reporting to the Contact Centre Lead, you'll play a vital role in delivering exceptional customer service while supporting our comprehensive range of health and wellness services including EAP, Triage, Management Consultation, Critical Incident response, and the TELUS Health platform. This is an opportunity to make a real difference in people's lives while being part of a supportive, values-driven organization.

About You

• Client-Focused: You have a genuine passion for helping others and maintaining high customer service standards that meet contractual requirements
• Communication Excellence: You possess outstanding written, verbal, and non-verbal communication skills with the ability to practice active listening
• Quality-Driven: You're committed to maintaining call quality standards while efficiently managing client requests
• Detail-Oriented: You can follow through on tasks and processes with accuracy and attention to detail
• Team Player: You thrive in a collaborative environment and can build strong relationships across different teams
• Adaptable: You're comfortable working with multiple systems and can adapt to changing priorities while maintaining service excellence

A Bit About Us

We're a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies' Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.