Member Services Officer

6 days ago

Sydney, Australia The Royal Australasian College of Physicians Full time

Posted: 19/03/2024

Closing Date: 01/04/2024

Job Type: Permanent - Full Time

Location: Sydney CBD

Job Category: Call Centre and Customer Service

**About the RACP**
The Royal Australasian College of Physicians (‘RACP’) connects, represents, and trains physicians and trainee physicians across Australia and Aotearoa New Zealand. The RACP provides services to support the delivery of training, continuing professional development, and health policy and advocacy to medical health professionals.

**Our Values**
Accountable | Collaborate | Indigenise and Decolonise | Lead the way | Respect

**Why Join Us?**
Our 3-2-1 Hybrid Working model:

- 3 days from anywhere in Australia or Aotearoa New Zealand per week,
- 2 days from an RACP office location per week,
- 1 of the two days per week in office spent with your team.

The Member Services Officer sits within the Contact Centre which operates within the broader Member Services team. This role is responsible for positively influencing the member’s experience by offering a high level of customer service through the provision of information, promotion of College products and assistance to Fellows, Trainees, potential new members, the general public and other stakeholders who make contact with the College.

In the role you will:

- Be an example of the behaviours and practises outlined in the College’s Service Standards, and exemplify the standards of the Contact Centre
- Respond to enquiries, complaints, feedback and compliments received via a wide range of channels in a professional, courteous, knowledgeable and timely manner
- Maintain awareness of College events and activities, as well as products and service offerings to members
- Be a knowledgeable resource for internal enquiries and assistance
- Record all customer interaction within the College CRM.
- Undertake any ad-hoc administrative tasks as required.
- Ensure that knowledge sharing is maintained between the Contact Centre and key internal stakeholders.
- Support team members to ensure workloads are evenly distributed
- Any other tasks or responsibilities as and when required to support the Contact Centre Team Leader, Manager Member Service or Executive General Manager, Member Services in their roles and in order to achieve the College’s strategic aims.

**Desired Skills and Experience**:
To be successful in the role, you will need:

- Experience working with databases and the effective use of CRM software
- Demonstrated ability to develop and manage relationships with a diverse customer base
- Excellent verbal and written communication skills
- Excellent interpersonal and people skills
- Can work well under pressure
- Conflict resolution

**To apply, please submit your CV and a cover letter by COB 1 April 2024

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