Consumer Services Officer

We are growing our team of Consumer Service Officers and seeking for exceptional interpersonal skills,  empathy and ability to help others.

• enjoy a flexible work arrangement in the home and in the office (location Glebe)?
• 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. 

The NSW Get Healthy Service is a free telephone-based health coaching service for NSW adults aged 16 years and over. The Service helps individuals create and achieve healthy lifestyle goals through the support and guidance of expert health coaches. Diabetes Australia delivers the NSW Get Healthy Service on behalf of the New South Wales government.

The Consumer Service Officer team will play a key role in connecting new registrants with the telehealth coaching services delivered as part of the Get Healthy Service. Reporting to the Consumer Service Officer Team Leader, the Consumer Service Officer will ensure that new and existing Get Healthy program registrants are enrolled and retained in the program through exceptional customer service.

• Be the first point of contact for new registrants referred to the Get Healthy Service program.
• Oversee the enrolment and retention of assigned registrants in the Get Healthy 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 GHS customer service enquiries, escalating to Team Leader where required, and provide ongoing feedback to Team Leader to ensure continuous improvement in GHS 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. 

• 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.