Customer Service Coordinator

Altius Group; Newcastle City Council; On-site; AUD 55,000 - 75,000; Full time

Job summary

Altius Group in Newcastle, NSW is seeking a Customer Service Administrator to support multiple insurer categories and regional teams. In this role you will deliver professional administration, maintain accurate data, and provide superior customer service to internal and external stakeholders.

The ideal candidate will have administration experience, a Certificate III/IV in Business Administration, and solid intermediate Microsoft Office skills, with the ability to obtain a National Police Check

Qualifications

• Administration experience is preferred.
• Microsoft Office skills at an intermediate level.
• Ability to obtain a National Police Check.

Responsibilities

• Provide administration support for insurer categories and internal teams.
• Deliver high-quality customer service to internal and external stakeholders.
• Improve administrative efficiencies and maintain data accuracy and integrity.
• Support a positive culture and team efficiency across regions.

Skills

Administration experience

Microsoft Office

Education

Certificate III/IV in Business Administration

Job description

Altius Group was founded in 2001 with a vision to bring high-quality and compassionate rehabilitation services into the market to improve lives displaced by injury. Since then, we've branched out to cover three tiers of services including Workplace Services, People and Employee Services, and Disability Services - still driven by a single goal: to elevate the wellbeing of people, workplaces

WHY YOU WILL LOVE WORKING WITH US?

Unleash your potential:

• You will join a market leader with over 20 years' experience of supporting people on their wellbeing journey
• Support and training to empower you to manage your workload effectively.
• Leadership training, mentoring, and guidance offered to reach your goals

As a Customer Service Administrator, you will provide support to team members, subsidiaries and regions within the organisation to deliver administration for their respective insurer categories.

The key focus for the role, is to provide customer service to both internal and external stakeholders, enhance efficiencies for the administrative function, ensure data accuracy and integrity, as well as supporting a positive culture and team efficiency.

• Regularly monitor and acknowledge assigned Insurer inboxes and portals, follow task card processes, ensure data accuracy in Case Manager, and promptly follow up on missing information and unallocated cases daily.
• Set up estimates for new referrals, update them according to task card guidelines for assigned Insurer inboxes, and maintain accurate contact updates.
• Ensure information quality based on feedback from Account Managers or Customer Service Program Manager.
• Provide accurate and timely invoices for customer payment and Generate internal account reports on referral growth, account performance.
• Deliver exceptional over-the-phone customer service in strict adherence to the administrative task card guidelines and proficiently handle message taking.
• Manage stationery supplies, petty cash, car maintenance, office supplies, appointments scheduling, mailbox, IT equipment, new starter/completion forms, office requirements, ad hoc tasks, and provide customer service to stakeholders.
• Adhere to Key Performance Indicators (KPIs) guidelines encompassing referral set up, allocations, reports, document sending, estimates, contact updates, file closures, answering incoming calls, invoicing, customer reporting, as well as accurate and confidential maintenance of data.

WHAT YOU NEED TO JOIN US

• Administration experience is desired
• Certificate III or IV in Business Administration
• Intermediate-level skills in Microsoft applications
• Full Australian working rights
• Ability to obtain a National Police Check