Customer Care Partner - Queensland, Australia - Recooty

Description

Customer Care Partner

• Flexibility, 100% work from home
• Varied and dynamic role
• Join a passionate and dedicated team of professionals

Mindstar is an exciting national wellbeing and mental health company, which has established itself as one of Australia's most premier innovative and ground-breaking solutions providers within the health industry and corporate Australia.

Mindstar is committed to delivering high-quality wellbeing services that help individuals and organisations thrive. From leadership and wellbeing coaching, specialist crisis and response services and delivery of innovative wellbeing programs and training, Mindstar offers a comprehensive suite of solutions that are tailored to meet the unique needs of our clients.

The Customer Care Partneris Mindstar's first point of contact and coordinates all intakes, programs and service delivery offered to our clietns and wellbeing programs. As a champion in the business of delivering the highest levels of internal and external customer service, this role focuses on supporting our customers to ensure they receive exceptional Mindstar service, liaising with key stakeholders and building supportive relationships with our team of Mindstar Coaches.

To enjoy and be successful in the role, you will need to demonstrate:

Duties:

• Manage the referralprocess for all customers and clients
• Triage referrals based on sensitive information, including risk of harm, and escalate where necessary
• Assess suitability of customers and connect/match with ourcoaches
• Schedule and complete client/referer progress updates
• Write excellent referral summaries to support transfer of customer to coach
• Manage coach capacity to ensure service levels are optimal
• Manage relationships with the Mindstar Coach team
• Support coaches with customer triage, referral and extension request + approval support
• Coordinate the recruitment and onboarding of new coaches
• Facilitate training for new coaches in relation to onboarding, system and processes.
• Adopt a customer-centric approach and mindset across all frontline facing activities
• Oversee and manage the the customer experience journey for all clients and wellbeing programs.
• Manage multiple shared email inboxes within established timeframes, internally and externally
• Virtual office management support
• Manage supplier relationships in regards to back office administration services - IT, Phone services etc

Qualifications and Experience:

• Minimum of 3 years experience in a health administration/practice management/mental health role
• Experience in intake and/or triage of referrals
• Proven and exemplary customer service experience including handling customer complaints
• Experience speaking with customers who may be facing mental health or wellbeing challenges, including those who may be in a distressed state
• Understanding of contemporary workplace wellbeing themes and issues
• Experience working remotely or in a virtual team

About you:

• Understand the nature of working with individuals who may have experienced challenging or critical situations
• Excellent attention to detail, professionalism, and accuracy when responding to clients and/or stakeholders when completing administration duties
• Ability to remain composed in response to sensitive, and at times difficult information relating to customer referrals.
• Works well under pressure with the ability to manage multiple responsibilities and stakeholders in a timely and efficient manner
• Genuinely, an all-round good human (non-negotiable)
• Ability to question and critically analyse situations and present ideas in a constructive manner
• A confident and effective communicator across all stakeholder groups (written and verbal)
• Solutions focused
• Agile mindset with flex between collaborative team work and ability to work autonomously
• Comfortable working in a fast paced and highly changeable (start-up) environment
• Ability to multitask
• Incredible organisation and planning skills
• Highly motivated and engaging
• Exposure working in a data driven environment

What we offer:

• A supportive team, with a genuine culture of wellbeing, trust, purpose and fun
• Inclusive, progressive and diverse team and work environment
• Comprehensive on the job training and coaching
• Collaboration with committed and enthusiastic Leadership team
• The opportunity to make a genuine difference to the lives of others

Important to note:

• Ability to work flexibly, including working from home (in a quiet, private space) and at a Mindstar designated location on occasion
• Applications close Sunday 14April 2024
• Only suitable candidates will be invited to attend an interview. Applications will be reviewed as they are received.
• Person must be located on the East Coast of Australia

To Apply:

• Please ensure that you submit a resume and cover letter with your application - TIP - only one document can be uploaded to the site, so please include your cover letter and CV in the same document.