Client Liaison Officer, Health Professionals

About the Institute

Located on Gadigal and Bidjigal land (Randwick NSW), Black Dog Institute is the only Medical Research Institute in Australia to investigate mental health across the full lifespan, our aim is to create a mentally healthier world for everyone. For over 20 years, we have been at the forefront of mental health research and have maintained a reputation as the face of mental health research and treatment in Australia. 

Through our unique ‘translational’ research approach, we turn our world-class research into treatments, prevention strategies, clinical services, educational programs, and e-health products. These allow us to continue our work in leading Australia’s population health response, and champion the ongoing conversation of mental health in our society.

Our work is used to distributed through the public and is used to drive evidence informed change across the mental health sector, setting the foundation for a brighter and healthier future for all.

Benefits

• Hybrid work, 3 days per week in the office (Tuesday, Wednesday and Thursday), with 2 days of remote working. 
• Option of a morning shift (10am - 1.30am) or an afternoon shift (11.30am - 3pm). Both positions work over 5 days (3.5h per day) as part of a job share

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• Full Salary Packaging benefit: $15,900.00 of your base salary tax free & up to $2650.00 meal & entertainment

• Family first, people first culture, we put our research into action at work to make sure we maintain mental health and wellbeing at work
• Pet friendly workplace

The Role

The purpose of the Service Engagement and Operations Department is to deliver evidenced-based services at scale to manage and prevent common mental health conditions and suicide in workplaces, schools, health settings and the wider community. Services include digital products and platforms, training, resources, and consultancy. To ensure sustainable growth, the Service Engagement and Operations Department leads the development and continuous improvement of resourcing, systems, and processes to manage delivery of services at scale.

The Client Liaison Officer contributes to the delivery of high-quality mental health education and training programs within the health professional, school and community sectors. This position is responsible for provision of excellent customer service and timely and accurate logistics. The position works collaboratively with Engagement Team.

Duties & Responsibilities

• Provide a high level of customer service to all clients.

• Respond to client enquiries and requests for information via email and phone.

• Liaise with clients to determine training dates, confirm participant numbers and ensure logistics information for training are received prior to training delivery.

• Data entry of client and workshop information into systems such as Salesforce.

• Liaise with Delivery Network Officer and other team members to ensure presenters are confirmed and briefed based on client needs and context.

• Work closely with the Engagement Team to deliver on client expectations.

• Collaborate with Engagement Team to ensure the successful delivery of grant activity.

• Contribution to and generation of reports when appropriate.

• Collaborate with Engagement Team to inform the development of marketing and communications strategies

• Where appropriate or assigned, contribute to the successful delivery of face to-face and online workshop through logistical and technical support

Skills & Experience Required 

1. Experience coordinating the effective delivery of logistics for online and face to-face programs or events.

2. Excellent client relationships skills, customer service, including well-developed interpersonal and communication skills.

3. High attention to detail, innovative and solution focused.

4. Strong organisation and administration skills to effectively prioritise tasks and manage high volume workloads, particularly in peak periods.

5. Excellent written and verbal communication skills.

6. Proven experience in collaborating to deliver high quality services.

7. High level of self-motivation and initiative, with the ability to work independently and within a team.

8. Proficiency in MS Office and Customer Relationship Management (CRM) or database systems.

EOO Statement
Black Dog Institute is committed to achieving a diverse workforce that reflects our wider community. We ensure equal opportunity for all, regardless of age, culture, appearance, sexual orientation, lived experience, gender identity, disability and/or family status.

How to Apply

To become a part of the Black Dog Institute team, follow the link to apply and submit your most up to date resume. If you are shortlisted for the role, we will call you and let you know you are successful. Please do not respond to any suspicious emails requesting you to upload your ID or personal details.

We are a 2022 Circle Back Initiative Employer and commit to respond to every applicant.