Senior Customer/Member Engagement Coordinator

Provide excellent customer service to HR professionals. Support the manager with the day-to-day team activities. Not-for-Profit.

Senior Customer/Member Engagement Coordinator
Australian Human Resources Institute – Not-For-Profit
Full Time, Permanent
Melbourne CBD, 3000
$75k plus super

About the Company
The Australian HR Institute (AHRI) is the leading national association representing human resource and people management professionals, setting the standard for the industry in Australia. They have a diverse events and networking calendar, produce world-class conferences and commend excellence in HR practice through their highly regarded AHRI Awards program.
About the Role
As the Senior Coordinator, you'll be the first point of contact for all AHRI members, customers, and organisations. Your focus will be on delivering exceptional customer service, driving membership engagement, managing inbound inquiries, and making outbound calls to support membership engagement and renewal.
As the senior member of the team, you’ll support and assist the Member Engagement Manager in monitoring the day to day activities whilst providing motivation and support to the team, You’ll also be responsible for ensuring customer service standards whilst resolving the more complex member enquiries.
About You
With a background in customer service or membership support, you’ll be self-motivated with a passion for delivering exceptional customer experiences. You will be highly organised, solutions focused, have excellent attention to detail and the ability to multitask effectively. A cheerful outlook, patience, and a genuine desire to assist customers are crucial qualities to be successful in this role.
This role would suit someone with previous experience mentoring or leading people or someone who demonstrates the qualities to be a leader and is looking for the next step in their career.
Responsibilities

• Provide exceptional customer service through various channels such as email, online inquiries, and inbound/outbound phone calls
• Drive membership acquisition, engagement, and retention through proactive outreach and initiatives
• Respond promptly and professionally to member inquiries and requests
• Assist members with registration, payments, and account-related issues, ensuring a smooth experience
• Assist in the monitoring of team deadlines and (re)allocate work tasks as required
• Provide input and lead changes to AHRI member and customer engagement activities, including the implementation or changes of current processes
• Coach team members to support them in undertaking their key responsibilities and duties

Skills, Experience & Qualifications

• Previous experience in a leadership role in Customer Service or Membership Support or equivalent.
• Exceptional customer service skills, demonstrated through prompt, clear, and professional communication
• Excellent administrative and organisation skills with high attention to detail
• Proven leadership skills with the ability to coach and mentor staff to help drive team performance
• Excellent computer skills, including MS Office, Outlook Customer Relationship Management System (CRM), and database management

Culture and benefits
AHRI offers flexible work arrangements and recently refurbished offices in Melbourne CBD with free barista coffee, a home office allowance, additional leave, discounted health insurance, an EAP service, paid parental leave and a rewards and recognition program.
APPLICATION If you have a genuine passion for customer service, experience leading others (or this is a skill you want to develop) and want to join a team in an exciting time of change and growth,. APPLY NOW or contact louise@reviserecruitment.com.au for more information.
Revise Recruitment and AHRI embraces diversity and strongly encourages applications from Aboriginal and Torres Strait Islander peoples and people from culturally diverse backgrounds.