Job Description

Job Header

Client Engagement Officer - Commonwealth Home Support Program

Advertiser: St Vincent de Paul3.9 out of 53.9 overall rating (190 employee reviews) More jobs from this company

Job Information

Job Listing Date
16 May 2019
Location
Brisbane, CBD & Inner Suburbs
Salary
$53,309.91 p/a + super + salary packaging options
Work Type
Full Time
Classification
Call Centre & Customer Service, Customer Service - Call Centre

Client Engagement Officer - Commonwealth Home Support Program

  • Full Time - 38 hours per week
  • Fixed term until 30 June 2020
  • South Brisbane location
  • Competitive remuneration package
  • Challenging and varied role in a fast-paced environment

Life at Vinnies

At Vinnies, you’ll be joining a team of committed staff and volunteers who work to improve the lives of those they assist throughout the community. We’re bold with ideas and operate with pace and passion. Always looking for better ways to achieve our ‘good works’, Vinnies employees are innovative professionals who are driven to help make positive change. Vinnies Queensland is a highly regarded charity organization with sites all over Queensland!

Ways we reward You!

  • Competitive remuneration package AND salary packaging
  • Professional development opportunities
  • Friendly environment with an active social club
  • Additional benefits including discounts on health insurance, and
  • Exclusive discounts on everything from experiences to electronics! 

An exciting opportunity has become available for an enthusiastic Client Engagement Officer to join the Home Maintenance and Modification (CHSP) team at Vinnies!

The Home Maintenance and Modification Program is specifically aimed at assisting people over 65 and individuals under the age of 65 who have a disability or condition that need assistance to continue to live independently at home. External agencies create plans for each of our clients before they are referred to us. We then operate as the conduit to link our clients up with external contractors or service providers to fulfil the home maintenance and modifications that have been recommended. 

Although this is a role that is focused heavily on phone-based interactions, we aim to stay away from the traditional call centre format, with a low level of activity monitoring and role-rotation variation that many call centres don’t offer.

The Role

As a team of three, you will be working on a rotational basis through the following tasks;

  • Working in a call centre environment, the Client Engagement Officer is responsible for providing a high standard of administrative support and customer service to clients and external stakeholders.
  • High volume of inbound calls from new and existing clients, their family members, occupational therapists and external service providers.
  • Up to 50 outgoing calls per day to action the referral requests, including setting up clients, verifying their information and connecting them to a contractor to complete the required works.
  • Adhering to call times while working in a process-driven environment.  
  • Develop and maintain relationships with external service providers via outbound phone calls and emails in order to organize appropriate solutions for our clients. 
  • Update and maintain the client database with all necessary information.  
  • Able to conform to strict compliance and regulation requirements within a Government funded program. 

To be successful in the role, you will meet the following criteria:

  • Ability to deliver a high level of customer service, while always treating our clients with patience and respect.
  • Self-motivated with the ability to prioritise work effectively.  
  • Ability to develop rapport quickly while conveying empathy at the same time.
  • High level of attention to detail and accuracy in data entry. 
  • The ability to work autonomously and take on feedback where required.
  • Ability to generate solutions to problems where necessary.
  • Team player with an ability to tackle a high detail, high volume workload.
  • Excellent computer skills, as well as experienced with the MS Office suite.
  • This is a vital service that the Vinnie’s team provides to the community and we are looking for people who are motivated by doing good work!
  • Previous experience working in a high-volume contact centre/administration role will be highly regarded.
  • Exposure to Home and Community Care programs will be highly regarded. 

This is an exciting opportunity to take the next step in your career!

To apply, please submit your resume via SEEK today!  

To view the position description, please visit our site on Working for the Society.

For more information on St Vincent de Paul, visit us on www.vinnies.org.au

You will be required to complete a police check should you be successful in being appointed to our organisation.  To be eligible for this position you must have an appropriate visa to work in Australia/New Zealand.

The St Vincent de Paul Society Queensland is an Equal Opportunity Employer.

Individuals from culturally and linguistically diverse backgrounds are encouraged to apply.

Applications from recruitment agencies will not be accepted.

 

  • Full Time - 38 hours per week
  • Fixed term until 30 June 2020
  • South Brisbane location
  • Competitive remuneration package
  • Challenging and varied role in a fast-paced environment

Life at Vinnies

At Vinnies, you’ll be joining a team of committed staff and volunteers who work to improve the lives of those they assist throughout the community. We’re bold with ideas and operate with pace and passion. Always looking for better ways to achieve our ‘good works’, Vinnies employees are innovative professionals who are driven to help make positive change. Vinnies Queensland is a highly regarded charity organization with sites all over Queensland!

Ways we reward You!

  • Competitive remuneration package AND salary packaging
  • Professional development opportunities
  • Friendly environment with an active social club
  • Additional benefits including discounts on health insurance, and
  • Exclusive discounts on everything from experiences to electronics! 

An exciting opportunity has become available for an enthusiastic Client Engagement Officer to join the Home Maintenance and Modification (CHSP) team at Vinnies!

The Home Maintenance and Modification Program is specifically aimed at assisting people over 65 and individuals under the age of 65 who have a disability or condition that need assistance to continue to live independently at home. External agencies create plans for each of our clients before they are referred to us. We then operate as the conduit to link our clients up with external contractors or service providers to fulfil the home maintenance and modifications that have been recommended. 

Although this is a role that is focused heavily on phone-based interactions, we aim to stay away from the traditional call centre format, with a low level of activity monitoring and role-rotation variation that many call centres don’t offer.

The Role

As a team of three, you will be working on a rotational basis through the following tasks;

  • Working in a call centre environment, the Client Engagement Officer is responsible for providing a high standard of administrative support and customer service to clients and external stakeholders.
  • High volume of inbound calls from new and existing clients, their family members, occupational therapists and external service providers.
  • Up to 50 outgoing calls per day to action the referral requests, including setting up clients, verifying their information and connecting them to a contractor to complete the required works.
  • Adhering to call times while working in a process-driven environment.  
  • Develop and maintain relationships with external service providers via outbound phone calls and emails in order to organize appropriate solutions for our clients. 
  • Update and maintain the client database with all necessary information.  
  • Able to conform to strict compliance and regulation requirements within a Government funded program. 

To be successful in the role, you will meet the following criteria:

  • Ability to deliver a high level of customer service, while always treating our clients with patience and respect.
  • Self-motivated with the ability to prioritise work effectively.  
  • Ability to develop rapport quickly while conveying empathy at the same time.
  • High level of attention to detail and accuracy in data entry. 
  • The ability to work autonomously and take on feedback where required.
  • Ability to generate solutions to problems where necessary.
  • Team player with an ability to tackle a high detail, high volume workload.
  • Excellent computer skills, as well as experienced with the MS Office suite.
  • This is a vital service that the Vinnie’s team provides to the community and we are looking for people who are motivated by doing good work!
  • Previous experience working in a high-volume contact centre/administration role will be highly regarded.
  • Exposure to Home and Community Care programs will be highly regarded. 

This is an exciting opportunity to take the next step in your career!

To apply, please submit your resume via SEEK today!  

To view the position description, please visit our site on Working for the Society.

For more information on St Vincent de Paul, visit us on www.vinnies.org.au

You will be required to complete a police check should you be successful in being appointed to our organisation.  To be eligible for this position you must have an appropriate visa to work in Australia/New Zealand.

The St Vincent de Paul Society Queensland is an Equal Opportunity Employer.

Individuals from culturally and linguistically diverse backgrounds are encouraged to apply.

Applications from recruitment agencies will not be accepted.

 

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • Have you worked in a call centre before?
  • Do you have experience working towards targets and KPIs?
  • Do you have experience in an administration role?
  • What's your expected hourly rate?
  • What three words would you use to describe your work style?
  • In your previous call centre or customer service role/s, which aspects of the role did you like least and the most? Why?

Report this job advert

Be careful- Don’t provide your bank or credit card details when applying for jobs. If you see something suspicious .

Share this role