Customer Care Consultant

3 days ago

Sydney, Australia WSP Australia Full time

**The Opportunity**

Join our team of intelligent and collaborative Changemakers and make your mark on tomorrow

Our Communications and Engagement team brings the best of WSP’s diverse capabilities to our clients across the project lifecycle, from strategy through to delivery. We leverage local and cultural insights and take the time to understand the needs of our clients and communities by bringing infrastructure to life in a way that is strategic, inclusive and visually engaging.

We have multiple positions available for **Customer Care Consultants **who will work directly with flood affected homeowners across seven Local Government Areas including Lismore, Clarence Valley, Richmond Valley, Ballina, Byron, Tweed and Kyogle.

We’re happy to accommodate **full-time or part-time** arrangements, and to have our consultants** work from home or from one of our east coast offices **in Sydney, Newcastle, Canberra, Melbourne, Brisbane, Gold Coast or Sunshine Coast office.

The working schedule is standard business hours between Monday to Friday and will be offered for a period of 8 months with the very real likelihood of extensions beyond.

**What will you do?**
- Contact eligible homeowners and provide information - identify and discuss relevant support options and connect them with relevant local Community Relations Consultant
- Navigate multiple systems and record information whilst maintaining customer engagement on the phone using Consultation Manager
- Provide administrative support to our Community Relations Consultants and schedule in-person appointments and site visits with homeowners and valuers
- Bring compassion, empathy and understanding to all interactions with flood affected communities and homeowners.

**About you**

You are a highly organised, resilient, and compassionate individual, dedicated to helping people who have experienced a traumatic event.

You will also have:

- Strong engagement, listening and telephone counselling skills
- A resourceful attitude allowing you to identify relevant information for homeowners
- Excellent verbal and written communication skills
- Hands on knowledge of Consultation Manager (or other CRM) and Microsoft Teams to manage incoming and outgoing calls
- A strong client and customer focus and a commitment to person centred practices
- Previous social work and experience dealing with trauma will be valuable

Whilst previous call centre experience will be highly regarded, we are welcoming applicants with a broad range of customer facing experience (e.g. retail, sales administration, technical support, etc.).

**About WSP**

WSP is one of the world's leading engineering professional services consulting firms, bringing together approximately 4,500 talented people across 14 offices in Australia. We have committed to halving the carbon footprint of our designs and advice by 2030. Our sustainable solutions and Future Ready projects will help societies grow for lifetimes to come.

Our vibrant workplace culture is an important part of what makes this a great place to work. It is supported by our Guiding Principles:

- We value our people and our reputation.
- We are locally dedicated with international scale.
- We are future focused and challenge the status quo.
- We foster collaboration in everything we do.
- We have an empowering culture and hold ourselves accountable.

WSP prioritises the health and wellbeing of our people by offering flexible working, 12 months parental leave, opportunities for global mobility, purchased additional leave, and competitive remuneration among many more benefits designed to help you shine. We are committed to providing an inclusive, diverse and equal opportunity workplace. We promote Indigenous voices and are actively delivering a ‘Stretch’ level Reconciliation Action Plan. Accredited by the Workplace Gender Equality Agency as an Employer of Choice, we also support the LQBTQI+ community, and encourage all employees to bring their whole selves to work.

LIWSP

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