Wellbeing Customer Support Officer (Inbound/Outbound)

National Seniors Australia is the leading not-for-profit organisation, representing the views and providing a voice for all older Australians. Our passion and commitment is to provide exceptional customer service to our members for all insurance enquiries.

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National Seniors are the leading not-for-profit organisation, representing the views, and providing a voice, for older Australians. We are at the frontline when it comes to challenging disadvantage and vulnerability, and advocate and campaign on behalf of all older Australians.

Our organisation, in collaboration with the Department of Health, has been assisting people with enquiries in response to COVID-19 and ensuring the wellbeing of our community. We are seeking a new team member who can empower individuals by providing accurate information and connect them to services that will improve their overall wellbeing.

What you will be doing

  • Respond to callers needs, respond to any general enquiries that arise
  • Connect people to relevant services and provide access to accurate information
  • Support connections to social support services and resources 
  • Show care and thoughtfulness when dealing with any query directing as to the appropriate provider
  • Develop relationships with callers and follow up as and if required
  • Comply with excellence-based phone standards process
  • Provide detailed case notes and reporting on each call
  • Participate in training programs as directed
  • Provide support and resources through digital channels and CRM
  • Working and communicating effectively with other support partners
  • Work towards the team-based goals to promote a positive, cohesive and supportive working environment
  • Ensure and keep confidential all phone conversations externally and within our organisation  

Your skills and background 

  • Customer service background and, ideally, experience dealing with older Australians
  • Strong listening skills, an engagement communication style and ability to determine caller needs. 
  • Database experience (Hubspot desirable)
  • Attention to detail
  • A team player who is committed, reliable and positive
  • Proficient in MS Office
  • Excellent phone manner
  • Knowledge and understanding of relevant principles of privacy

Email your CV and Cover Letter to recruitment@nationalseniors.com.au