Member Liaison Coordinator

2 weeks ago

Sydney, Australia Association of Independent Schools of NSW Full time

**Location**:
AISNSW

Employment Type:
FP - Full-Time Permanent

Department:
Regulation, Community & Member Engagement

Closing Date:
07/05/2024

Provide exceptional responsive service and share your exceptional interpersonal skills to support over 500 independent schools across NSW by joining the Association of Independent Schools of NSW (AISNSW) as a Member Liaison Coordinator.

**Our purpose**
AISNSW is the peak body supporting and representing independent schools in NSW and provides a range of services across NSW and ACT. We believe in the excellence and opportunities that come with choice, diversity and independence in education and aim to serve and champion Independent schools.

**How we work**
**We are member-focused** serving the diverse needs of schools.
**We act with integrity** demonstrating respect and discretion.
**We have expertise** working together to provide high quality advocacy, guidance and services.
**We are forward-looking** anticipating future needs in a fast-changing world.
**We go above and beyond **passionate about our work and committed to excellence.

**What will you do?**
The role of the Member Liaison Coordinator at AISNSW involves leading a small team of two in providing exceptional telephone support and website query response to staff in member schools.

The position will be part of a broader member engagement team and work closely with colleagues across the organisation to effectively triage, assign and resolve incoming communications by phone and via website queries.

**What experience or qualifications will you need?**
- Proven experience in a receptionist, personal/ executive assistant or customer service role

**What will be your key responsibilities?**
- Serve as a central point of contact for external and internal communication.
- Answer and distribute incoming calls and website queries efficiently and effectively creating a positive and memorable experience for all representatives of member schools.
- Address member needs promptly, demonstrating attentiveness and empathy.
- Respond to and distribute help-desk tickets and close-off tickets appropriately.
- Address and problem-solve some matters at the point of enquiry e.g. changes to member profile.
- Liaison with internal staff.
- Work within AISNSW processes and procedures and ability to modify/develop/evolve new processes and procedures to suit the demands and requirements of the role.
- Willingly undertake other duties as required by the Chief Executive.

**What skills and attributes will you have?**
- High level skills in dealing professionally and respectfully with external and internal customers.
- A commitment to exceptional customer service.
- Excellent verbal communication skills.
- In-depth knowledge of AISNSW to allow the provision of accurate information to customers and a willingness and curiosity to enhance this knowledge.
- Open-minded, adaptable and solutions focused.
- Ability to anticipate potential problems/pain points and address them in advance.
- Knowledge and experience in dealing with difficult conversations.
- Discretion and sound judgement in dealing with confidential matters.
- Excellent interpersonal skills and capacity to work well in a team environment.
- Attention to detail.
- Reliable and punctual.
- High level organisation skills and ability to work with processes and procedures.
- Ability to work in a fast-paced environment and manage competing demands.
- A sense of calm at busy and/or stressful times.
- Ability to work with multiple technology platforms and programs including Microsoft and the capacity to adapt to new systems.

**What we need**:

- Full-time availability, Sydney-based role.
- Capacity to work within the office environment.
- Annual leave to be taken during NSW school holiday periods.
- Flexibility with staggered start and finish times to provide service between the hours of 8.00am and 5.00pm.

**What we offer you**:

- Structured induction processes.
- Four weeks annual leave (additional leave for the office closure period between Christmas and New Year is determined by the Board each year).
- AISNSW is a full salary packaging company.
- Flexible work arrangements including a combination of working away from the office as well as dedicated time for collaboration in the office.
- Internal and external professional learning opportunities, such as courses and conferences.
- Collegiality with a team of highly experienced colleagues with a range expertise and professional qualifications to collaborate with and learn from.
- Dedicated, staff wellbeing initiatives to promote connectedness and self-care.

**_Eager to join a dynamic team and work together to provide exceptional responsive service?_**
- Covering letter
- CV
- Overview, including specific examples, that highlight your:

- Current role and recent experience in providing high level telephone and online support.
- Skills and attributes aligned to the role of a Member Liaison Coordinator.

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