Client Care Representative

1 week ago

Perth, Western Australia LifeWorks Full time

Client Care Representative page is loaded

Client Care Representative Apply locations Perth, Western Australia, Australia time type Full time posted on Posted 30+ Days Ago job requisition id R-14778

TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

To support the Contact Centre Team leader in all aspects of the customer service and engagement across the business. This roles focus is the effective management of all calls regardless of the enquiry. Differing administrative tasks are involved in this role, which will be allocated by the leadership team and completed on an 'as required' basis.

Position Title

Client Care Representative

Reports To

Contact Centre Lead

Other Key Relationships

  • Senior Manager, Contact Centre Operations
  • National Contact Centre Team Leader
  • Head of Operations

Employment Type

Full-Time Permanent

Responsibilities

Customer Excellence

  • Assisting clients with service requests for appointments and support. Supply information in a timely and in a courteous and professional manner.
  • Maintaining an excellent knowledge and understanding of services including EAP, Triage, Management Consultation, Critical Incident, Work Support, LifeWorks platform.
  • Championing and applying the organisational values when dealing with clients, associates, internal staff and team members.
  • Completing allocated tasks and projects assigned by the team leader accurately and within the required timeframes.
  • Proficient use of all systems.
  • Ensuring all complaints/issues are undertaken according to the Business Improvement Client Management (iSight) system guidelines and processes.
  • 100% compliance with LifeWorks by Morneau Shepell and NCC administration procedures (e.g. staff roster, bookings, leave provisions, etc).
  • 100% compliance with QA Policy and Procedures.

Business Goals

Key Performance Indicators

Client Focus

  • 100% adherence with service delivery standards as stipulated by organisation's contractual requirements and LifeWorks by Morneau Shepell policies.
  • Maintains a high level of customer service and is dedicated to meeting the expectations and requirements of clients.
  • Has the ability to undertake and follow through on a particular task or process.

Communication Skills

  • Manages client requests whilst maintaining call quality at a high standard.
  • Practices attentive and active listening.
  • Has excellent written, verbal and non-verbal communication skills.

Where permitted by law, company employees must be fully immunized to access a TELUS Health office or customer premises.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to .

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies' Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.

About Us

Being part of the team at TELUS Health is more than a job; it's a career-defining experience.

It allows you to do innovative and meaningful work with talented and collaborative teams. It's an opportunity to improve businesses and lives by building healthier, happier workplaces. And it's a chance to build genuine, long-term relationships along the way.

A place to experience more

Find the support and encouragement to consistently push boundaries and deliver impactful solutions. Our collaborative culture means your ideas will be heard and your hard work will be rewarded. You will be leveraging our world-leading technology, products, clinical services and passionate team members to revolutionize access to health care and wellbeing, and drive remarkable experiences for the benefit of all the clients and individuals we serve around the world.

Talented people who care

Coming to work each day is an opportunity. It's a chance for you to work with a multidisciplinary global team of nearly 10,000 smart and driven members whose passion for their work matches your own, resulting in helping create a healthier future for everyone.

Work that matters

Make a difference in the lives of our clients and their employees every day – by providing meaningful solutions in more than 160 countries, that help people and businesses perform at their best by delivering both digital innovation and clinical services to improve total physical, mental and financial health and wellbeing across the full spectrum of primary and preventative care.

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