Client Intake Coordinator - Call Centre

Acacia Connection is an Employee Assistance provider that is making a difference to the lives of thousands of employees and their immediate families in the area of mental health.  We provide high quality, exceptional counselling services and assistance to individuals who have personal and/or work-related issues that may impact their wellbeing, work performance, safety, individual and workplace morale and psychological health. 

We are looking for a new member to join our Client Experience Team. This team is pivotal to Acacia's client services, providing a first point of contact for individuals seeking support.

What we offer:

• Permanent part-time employment (full-time also available)
• Meaningful work within a supportive team
• Inclusive, open and supportive workplace culture
• Access to Employee Assistance Program and External Supervision
• Comprehensive training and education
• Opportunities for growth and development

The role:

• Responding to all inbound enquiries via the phone, website enquiries, live chat and text message
• Scheduling counselling and other mental health and wellbeing appointments
• Facilitating co-ordination of services including case management and follow-up / administrative duties
• Managing crucial database record keeping and following up on clients and counsellors to ensure we deliver services in line with our service level agreements
• Working alongside a team of mental health professionals
• Assisting with maintaining our high-quality counselling service

The successful candidate will possess the following attributes:

• Flexible shifts from Monday to Saturday (7am to 7pm)
• Previous experience in a Call Centre or fast paced administrative environment is desirable
• Strong customer service focus
• Excellent attention to detail
• Exceptional time management skills and the ability to work under pressure managing multiple projects
• Good understanding of databases and Microsoft programs
• A high level of client empathy and understanding
• Self-motivated with the ability to work unsupervised and as part of a team
• Professional attitude and friendly phone manner are essential
• Positive can-do attitude

At Acacia EAP we value inclusiveness, excellence, resilience, integrity and innovation. These values are entrenched in the work we do and how we conduct our business. We want to work with people who are passionate about people and who seek long term employment.

Only candidates with the right to work in Australia can be considered for this position.

Please include a cover letter providing details on your skills, experience and suitability to this role. Please apply only through the Seek portal.

For queries email *******@acaciaconnection.com