Member Support Consultant

2 months ago

East Melbourne, Australia CoINVEST Full time

CBD fringe, close to Parliament train station.
- Permanent role with Growth Opportunities
- Hybrid Working arrangement

Leave Plus is a portable long service leave scheme for member is the Victorian construction industry: "The Leave that Moves with You".

The **Member Support Consultant** role supports this vision and purpose by resolving member administration queries in order to achieve positive and timely outcomes. This role provides guidance to members, ensuring appropriate compliance as well as a positive member experience.

Ideally, you'll have prior experience working in a high-volume customer centric administrative role. Experience working in a similar, highly legislated industry will also be highly regarded such as insurance, superannuation, finance & banking.

**Responsibilities**:

- Be a collaborative, active and positive member of the** Member Support **team who operates in alignment with the LeavePlus Values (Here for Members, Empower our People, Thrive together, Anticipate and create).
- Manage the effective resolution of administration queries and associated activities with a relationship-based approach focusing on engaging, educating, and empathizing with members individual circumstances and supporting appropriate outcomes in accordance with legislative requirements.
- Work effectively to deliver on service level and quality targets at an individual level, providing a positive member experience.
- Identify, address, and resolve case related issues and complaints, escalating where appropriate, and identifying areas for continuous improvement in processes, capability and/or behaviours.
- Take responsibility and drive own personal performance and development.
- Perform a range of day-to-day administrative duties and assist with other duties as required.

**You are**:

- Able to work effectively as a member of a broader team, understanding how your behaviour influences team performance and adjusting accordingly.
- Able to demonstrate a growth mindset and willingness to develop your own professional capability.
- A problem solver who is driven to understand, question, test and innovate.
- Able to interpret and enforce legislative compliance in a communicative, transparent, and supportive manner where long term and ongoing relationships with the member is a priority.
- Able to work autonomously, capable of self-legislation and able to make judgments and take actions.
- Able to critically prioritize caseloads, manage expectations and meet deadlines.
- Highly driven and self-motivated to meet set personal, team and organizational Key Performance Indicators and targets.
- Organised and capable of working with people from a variety of backgrounds.
- Self-motivated and challenges self with new and complex tasks and seeks new knowledge.
- Detail orientated and quality focused, paying attention to the details and can make a conscious effort to understand causes instead of just the effects.
- A passionate advocate for the member.
- Able to communicate, build relationships and collaborate with a diverse range and level of stakeholders.

**Skills required**:

- Able to work within a strict compliance environment governed by complex legislation.
- Well-developed verbal, listening, comprehension and written communication skills. Excellent time management, planning, delivery, and management of stakeholder expectations.
- Work to a high standard with ability to manage quality of own and others work.
- Respond appropriately in difficult situations and employ resilience.
- Use initiative to ensure problems are identified, addressed and resolved effectively.
- A strong understanding of the LeavePlus operational systems from a user perspective.
- A strong comprehension of the LeavePlus legal constitution, legislation, policies, operational processes or the ability to grasp these quickly.
- Well-developed verbal, listening, comprehension and written communication skills.

**More about us**:
The construction industry long service leave scheme is a mandatory scheme for construction industry workers and employers in Victoria. Employers must register with us, submit quarterly returns to us and pay charges to us. These charges are used to fund the long service leave benefit that is available to construction industry workers after seven years of work in the industry. LeavePlus has statutory powers to enforce compliance by employers with the scheme.

**Ready for your next challenge?**
If this job describes your knowledge skills and experience, please click APPLY and submit your CV that details your knowledge, skills and experience. Also, attach a cover letter which outlines why you’re interested in this role.

Please note that employment at LeavePlus is conditional upon the satisfactory completion of a National Police Check. Applications are open to those with full working rights in Australia. LeavePlus is proud to be an Equal Employment Opportunity Employer.

As part of our commitment to safety and wellbeing, all LeaveP

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