Customer Care Partner

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 Partner is 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 referral process for all customers and clientsTriage referrals based on sensitive information, including risk of harm, and escalate where necessaryAssess suitability of customers and connect/match with our coachesSchedule and complete client/referer progress updatesWrite excellent referral summaries to support transfer of customer to coachManage coach capacity to ensure service levels are optimalManage relationships with the Mindstar Coach teamSupport coaches with customer triage, referral and extension request + approval supportCoordinate the recruitment and onboarding of new coachesFacilitate training for new coaches in relation to onboarding, system and processes.Adopt a customer-centric approach and mindset across all frontline facing activitiesOversee and manage the the customer experience journey for all clients and wellbeing programs.Manage multiple shared email inboxes within established timeframes, internally and externallyVirtual office management supportManage supplier relationships in regards to back office administration services - IT, Phone services etcQualifications and Experience:Minimum of 3 years experience in a health administration/practice management/mental health roleExperience in intake and/or triage of referralsProven and exemplary customer service experience including handling customer complaintsExperience speaking with customers who may be facing mental health or wellbeing challenges, including those who may be in a distressed stateUnderstanding of contemporary workplace wellbeing themes and issuesExperience working remotely or in a virtual teamAbout you:Understand the nature of working with individuals who may have experienced challenging or critical situationsExcellent attention to detail, professionalism, and accuracy when responding to clients and/or stakeholders when completing administration dutiesAbility 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 mannerGenuinely, an all-round good human (non-negotiable)Ability to question and critically analyse situations and present ideas in a constructive mannerA confident and effective communicator across all stakeholder groups (written and verbal)Solutions focusedAgile mindset with flex between collaborative team work and ability to work autonomouslyComfortable working in a fast paced and highly changeable (start-up) environmentAbility to multitaskIncredible organisation and planning skillsHighly motivated and engagingExposure working in a data driven environmentWhat we offer:A supportive team, with a genuine culture of wellbeing, trust, purpose and funInclusive, progressive and diverse team and work environmentComprehensive on the job training and coachingCollaboration with committed and enthusiastic Leadership teamThe opportunity to make a genuine difference to the lives of othersImportant to note:Ability to work flexibly, including working from home (in a quiet, private space) and at a Mindstar designated location on occasionApplications close Sunday 14 April 2024Only 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 AustraliaTo 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.