Client Services Representative

TELUS; City of Melbourne; Hybrid; AUD 55,000 - 65,000; Full time

Job summary

TELUS Health is seeking a Client Care Representative in Australia to be the first point of contact for clients seeking support across EAP and wellness services. You will handle inquiries, schedule appointments, and provide professional, empathetic service through multiple channels.

You will work within a hybrid arrangement reporting to the Contact Centre Lead, using TELUS Health systems to maintain accurate client records and deliver high-quality care while upholding organisational values.

Qualifications

• Experience in client-facing roles preferred.
• Strong written and verbal communication skills required.
• Ability to manage multiple inquiries and priorities.
• Knowledge of health services is a plus.

Responsibilities

• Handle service requests for client appointments and support with professionalism.
• Maintain knowledge of TELUS Health services including EAP, Triage, and Management Consultation.
• Use multiple systems to manage client interactions and records accurately.
• Follow QA policies and administration procedures with high compliance.
• Complete allocated tasks and projects within deadlines with high quality.
• Demonstrate TELUS Health values in every client interaction.

Skills

Customer service

Communication skills

Active listening

Multitasking

Team player

Education

High School Diploma or equivalent

Tools

CRM software

Microsoft Office

Job description

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. A great opportunity to deliver quality support for TELUS Health's EAP clients. 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.

Being part of the team at TELUS Health is more than a job; it’s a career-defining experience. It allows you to do innovative and meaningful work with talented and collaborative teams. It’s an opportunity to improve businesses and lives by building healthier, happier workplaces. And it’s a chance to build genuine, long-term relationships along the way.

A place to experience more

Find the support and encouragement to consistently push boundaries and deliver impactful solutions. Our collaborative culture means your ideas will be heard and your hard work will be rewarded. You will be leveraging our world-leading technology, products, clinical services and passionate team members to revolutionize access to health care and wellbeing, and drive remarkable experiences for the benefit of all the clients and individuals we serve around the world.

Talented people who care

Coming to work each day is an opportunity. It’s a chance for you to work with a multidisciplinary global team of nearly 10,000 smart and driven members whose passion for their work matches your own, resulting in helping create a healthier future for everyone.

Work that matters

Make a difference in the lives of our clients and their employees every day – by providing meaningful solutions in more than 160 countries, that help people and businesses perform at their best by delivering both digital innovation and clinical services to improve total physical, mental and financial health and wellbeing across the full spectrum of primary and preventative care.