Verified Job
Customer Support / TeleCaller
Client Administration Support - Client Experience team
Customer Support / TeleCaller
#45469
Remote / WFH
Acacia Connection
Job Description
Acacia Connection is an Employee Assistance provider that is making a difference to the lives of thousands of employees and their immediate families in the area of mental health. We provide high quality, exceptional counselling services and assistance to individuals who have personal and/or work-related issues that may impact their wellbeing, work performance, safety, individual and workplace morale and psychological health.
Are you a dynamic individual with a passion for providing exceptional administrative support? We are looking for a new member to join our Brisbane team and enhance our client experience functions.
Engage in impactful work while thriving in a team-oriented and encouraging atmosphere.
What We Offer:
Meaningful work within a supportive team – what we do matters! We make a REAL difference in people’s lives
Inclusive, open and supportive workplace culture with a genuine commitment to diversity and inclusion
Comprehensive training and education including access to a suite of over 100,000 learning modules
Opportunities for growth and development with training programs, mentorship, career pathing, cross-functional projects, a feedback culture, and more!
Earn purchase-points to spend in the benefits store and cashback on everyday purchases (shop exclusive offers from 1000's of retailers)
Access to amazing perks, like discounts on health insurance and electricity
Financial wellbeing - the option to choose when you get paid with Earned Wage Access (access part of your already-earned wages without needing to wait for pay day and without credit, interest, or stress)
The Role:
Organising counselling and other mental health services for clients of companies we support
Managing several shared mailboxes and ensuring enquiries are actioned within appropriate timeframes
Conducting outbound work including co-ordination of services, scheduling appointments and follow-up / administrative duties
Sourcing and managing crisis call requests escalated from Client Intake Coordinators
Managing the follow up process and ensuring that clients are linked in for timely support in accordance with our SLA
Appropriately escalating critical cases through to the Head of Client Experience
Working with our Affiliate Coordinator to resolve resourcing blackspot areas
Assisting with rescheduling of clients with internal clinician when required
Providing support to Wellbeing Services during periods of high demand
Providing internal clinicians and Clinical Regional Managers with administrative assistance
Working alongside our Wellbeing Services Team to manage Critical Incidents, Manager Referrals, EAP@Work, Supervision, and other services as required
The Successful Candidate Will Possess:
Previous experience in a fast-paced administrative environment
Strong customer service focus
Excellent attention to detail
Exceptional time management skills and the ability to work under pressure managing multiple projects
Good understanding of databases and Microsoft programs
Self-motivated with the ability to work unsupervised and as part of a team
Professional attitude and friendly phone manner are essential
Positive can-do attitude
At Acacia EAP we value inclusiveness, excellence, resilience, integrity and innovation. These values are entrenched in the work we do and how we conduct our business. We want to work with people who are and who seek long term employment.
We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and enthusiastically encourage applications from people with disability, people in varying age demographics, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Your unique experiences and perspectives will enrich our team and contribute to our collective success.
If you are ready to make a difference and be part of a supportive and dynamic team, we would love to hear from you! Apply now to join us as a Client Administrative Support specialist.
Please include a cover letter providing details on your skills, experience and suitability to this role. Please apply only through the Seek portal.
For queries email careers@acaciaconnection.com
Only candidates with the right to work in Australia can be considered for this position.
Are you a dynamic individual with a passion for providing exceptional administrative support? We are looking for a new member to join our Brisbane team and enhance our client experience functions.
Engage in impactful work while thriving in a team-oriented and encouraging atmosphere.
What We Offer:
Meaningful work within a supportive team – what we do matters! We make a REAL difference in people’s lives
Inclusive, open and supportive workplace culture with a genuine commitment to diversity and inclusion
Comprehensive training and education including access to a suite of over 100,000 learning modules
Opportunities for growth and development with training programs, mentorship, career pathing, cross-functional projects, a feedback culture, and more!
Earn purchase-points to spend in the benefits store and cashback on everyday purchases (shop exclusive offers from 1000's of retailers)
Access to amazing perks, like discounts on health insurance and electricity
Financial wellbeing - the option to choose when you get paid with Earned Wage Access (access part of your already-earned wages without needing to wait for pay day and without credit, interest, or stress)
The Role:
Organising counselling and other mental health services for clients of companies we support
Managing several shared mailboxes and ensuring enquiries are actioned within appropriate timeframes
Conducting outbound work including co-ordination of services, scheduling appointments and follow-up / administrative duties
Sourcing and managing crisis call requests escalated from Client Intake Coordinators
Managing the follow up process and ensuring that clients are linked in for timely support in accordance with our SLA
Appropriately escalating critical cases through to the Head of Client Experience
Working with our Affiliate Coordinator to resolve resourcing blackspot areas
Assisting with rescheduling of clients with internal clinician when required
Providing support to Wellbeing Services during periods of high demand
Providing internal clinicians and Clinical Regional Managers with administrative assistance
Working alongside our Wellbeing Services Team to manage Critical Incidents, Manager Referrals, EAP@Work, Supervision, and other services as required
The Successful Candidate Will Possess:
Previous experience in a fast-paced administrative environment
Strong customer service focus
Excellent attention to detail
Exceptional time management skills and the ability to work under pressure managing multiple projects
Good understanding of databases and Microsoft programs
Self-motivated with the ability to work unsupervised and as part of a team
Professional attitude and friendly phone manner are essential
Positive can-do attitude
At Acacia EAP we value inclusiveness, excellence, resilience, integrity and innovation. These values are entrenched in the work we do and how we conduct our business. We want to work with people who are and who seek long term employment.
We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and enthusiastically encourage applications from people with disability, people in varying age demographics, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Your unique experiences and perspectives will enrich our team and contribute to our collective success.
If you are ready to make a difference and be part of a supportive and dynamic team, we would love to hear from you! Apply now to join us as a Client Administrative Support specialist.
Please include a cover letter providing details on your skills, experience and suitability to this role. Please apply only through the Seek portal.
For queries email careers@acaciaconnection.com
Only candidates with the right to work in Australia can be considered for this position.
