Suicide Prevention Coordinator

Suicide Prevention Coordinator
Reports to: Chief Operations Officer (dotted line reporting to EVP, ComZ)
Reports: n/a
Location: Newcastle, NSW
Job Type: Full-Time, Permanent, Office-Based

MANDATE
As a member of the Development Team, The Suicide Prevention Coordinator (SPC) is the first point of contact for LivingWorks Australia and a Subject Matter Expert for administration of Customer Management System (CMS) functions. As the first point of contact for LivingWorks, they will use their written and verbal communication skills to effectively respond to inbound inquiries (phone or email), routing inquiries as appropriate to other LivingWorks team members.

The SPA administratively supports the APAC Zone team in their mandate of growing and sustaining a high level of customer satisfaction while growing APAC revenue and training. They will support administration of APAC leads and opportunities to closed-won status in collaboration with APAC team members, interacting with Customers as required and maintaining connection with Head Office operational support functions.

KEY ACCOUNTABILITIES

Customer Relations Support

• Monitor, manage, and route incoming phone calls and emails to appropriate teams

• Efficiently direct inquiries and answer basic questions for each department

• Maintain a physical presence at the Newcastle office/training center, greeting visitors and managing third-party service providers

• Support in-person training events and assist with office duties, including receiving post, maintaining the kitchen and meeting rooms, and general cleanup

• Check-out and check-in office keys

• Maintain and monitor security and privacy processes

• Reasonable and flexible duties as requested

Customer Development

• Provide customer support for APAC Zone team by responding to inquiries, resolving customer issues, and maintaining positive customer relationships

• Support and follow up during customer contract creation, negotiations, approval stages, and contract management support.

• Support APAC in Administrative Account Management for strategic contracts
o Attend client meetings and take minutes
o Streamline processes and communications for large contracts, acting as the main point of contact, liaising between Client contacts, internal team members, and other key stakeholders (I.e., Material Orders, Training Event dates coordination, technical support for On-Line Training)

Business Development

• Respond to inquiries and inbound sales leads, delegating to appropriate team members

• Provide support for LivingWorks START online training purchase and fulfillment, including learner enrollments

• Support prospecting and leads research and reporting within LivingWorks systems
o Conferences - support APAC Zone in identifying conferences and events, in alignment to Zone Plan sales strategies, and provide logistics support for approved conferences
o In coordination with Sales Operations Manager, support CRM campaigns set-up and leads capture following LW policies and procedures
o Assist in market research activities, including industry trends and analysis, customer insights, and client lists to support APAC Zone sales strategies and decision making

• Provide administrative support for Opportunity Development, which includes;
o Enriching Customer Account and Contact information in CRM (I.e., Legal Name, Website, Address)
o Maintain up-to-date and accurate Opportunity (and related records) information within the CRM as sales progress through the pipeline.
o Attending client meetings to support minute-taking and proposal development

QUALIFICATIONS
Education and Experience:

• A diploma or certificate in a relevant field of study

• A minimum of five (5) years' experience in a related role, with demonstrated expertise in delivering high-quality customer service

• Experience using a consultative sales approach in a related field

• Experience working with a CRM (Salesforce) is considered an asset

• Experience in suicide prevention, mental health or educational training fields is considered an asset

Competencies and Attributes:

• Demonstrated exceptional customer service skills

• Excellent verbal, written, and listening communication skills

• Exceptional organization and time management skills

• Ability to engage and collaborate with multiple stakeholders

• Thrive when working independently; self-motivated and proactive