Consumer Services Officer

We are growing our team of Consumer Service Officers and seeking for exceptional interpersonal skills,  empathy and ability to help others. Would you like to: enjoy a flexible work arrangement in the home and in the office (location Milton)? work for a National not-for-profit and vales driven organisation?

receive tax benefits from accommodation and entertainment perks? be a part of a culture that encourages/supports and celebrates our achievements? utilise your excellent interpersonal skills and professional telephone manner?

  If you replied with 'YES' to the above questions and this role interests you - 'APPLY' today.   Role Purpose The Consumer Service Officer team will play a key role in connecting new registrants with the health program delivered.

Reporting to the Consumer Service Officer Team Leader, the Consumer Service Officer will ensure that new and existing Health program registrants are enrolled and retained in the program through exceptional customer service. Key Responsibilities Be the first point of contact for new registrants referred to the Health Service program.

Oversee the enrolment and retention of assigned registrants in the Health program through providing both inbound and outbound customer service (including telephone calls, email and text message services) using the program database and in line with departmental operating procedures. Proactively ensure registrants are assigned a health coach and have scheduled health coaching sessions subsequent to referral and sign up. Receive and manage inbound enquiries from registrants and stakeholders (eg health professionals) and efficiently handle questions or concerns.

Monitor status of assigned registrants, undertaking follow up where necessary to schedule and reschedule health coaching sessions. Work closely with the Team Leader and colleagues to ensure all registrants receive timely follow up, and troubleshoot problems that arise. Ensure records are updated in accordance with departmental requirements.

Receive and handle general  customer service enquiries, escalating to Team Leader where required, and provide ongoing feedback to Team Leader to ensure continuous improvement in our health program. Ensure compliance with relevant legislation and policies and ensure practices are inclusive and free from bias. Model the principles and values of Diabetes Australia Group and behave and communicate as a fair and ethical professional.

  Required Capabilities Experience in a contact/call centre or customer service role. Highly developed interpersonal and communication skills. High level of attention to detail & ability to multitask.

Professional telephone manner with the ability to demonstrate empathy. Proficiency with MS Office software, database systems and strong data entry skills. Please be advised any offer of employment will be subject to a satisfactory National Police Records Check and

Working with Children Check if required.   'A Pathway to Health' By starting this journey together, we can move towards healthier communities for future generations and take control of our family’s health. By yarning and understanding diabetes together,…

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