Engagement Consultant - Sydney, Australia - Lee Hecht Harrison (Global)
2 weeks ago
Description
Engagement Consultant
With a strong focus on customer experience, the Engagement Consultant role is responsible for providing high-quality engagement services to external clients at all levels as well as an effective liaison with relevant internal stakeholders in providing these services.
The role involves making outbound calls to pre-notified clients to engage and schedule them into Career Assistance and/or Transition programs with Lee Hecht Harrison.
The incumbent is required to demonstrate a high level of Customer Service, empathy, logical thinking and problem-solving to successfully deliver on service levels.
Reporting Relationships:
Ø Operations, Engagement and Delivery Lead
Direct Reports:
Ø No
Major Responsibilities
Responsibility
Ø Engage assigned Clients on a daily basis via telephone to discuss the service offering and schedule the first appointment.
Ø Assist with the coordination of the National Notification support as required by managing consultants' diaries and booking Client appointments.
Ø Manage the National Notification calendar and ensure all notifications are updated in the calendar
Ø Ensure all relevant information is collected at the point of notification (i.e. billing information) to ensure the data entry and billing process is seamless
Ø On-going identification and implementation of continuous improvement opportunities from a Customer, Client and Workplace perspective.
Required Experience
Ø Tertiary level qualification in human resources, psychology, career coaching or facilitation or a similar/related discipline is favorable
Ø Professional telephone techniques applied with Lee Hecht Harrison standards upheld at all times
Ø Demonstrated advanced PC skills with the ability to pick up internal systems quickly and effectively
Ø Knowledge of Career Transition services or coaching is favorable
Required Attributes
Ø Strong Customer Service/Customer Experience Focus
Ø Ability to deal with difficult client situations/conversations
Ø Independent thinker who can respond to a situation with all parties in mind
Ø Effective team contributor
Ø Logical approach to problem-solving
Ø Demonstrated ability to take initiative
Ø Strong attention to detail
Ø Highly organised and efficient
Ø Performance driven mindset to achieve the highest standards and meet set KPI's
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