Rapid Response

- Two exciting coordinator roles, with opportunities for growth and development within the organisation
- Convenient CBD location, with flexible work options available
- Work with a market leader in mental health and wellbeing
- Part-time or full-time opportunities available

Converge International is a leader in providing workplace health and wellbeing and people risk management solutions. We assist some of Australia's largest industry, government, and corporate clients in supporting their people in building healthy workplaces and resolving their people issues. We provide a range of Employee Assistance Programs, counselling, and crisis response services.

We are seeking an experienced customer service professional to provide end to end coordination for Critical Incident requests, and all administrative duties pertaining to service delivery. The Coordinator is responsible for daily oversite of the shared inbox, managing stake holder requests and queries, completing customer KPI reports, ensuring issues are addressed to a high quality, service levels are achieved, and processes are followed. This coordination role is of the highest sensitivity and importance to our customers and therefore a premium service delivery must be achieved at all times. Coordinators are expected to display strong customer service and stakeholder management skills as well as exceptional operational and problem-solving skills.

As a Critical Incident/Rapid Response Coordinator, you will be primarily responsible for ensuring large and complex Rapid Response projects are managed to a high quality and all service KPIs are met accordingly. You will be expected to build deep and collaborative relationships with customers, Client Relationship Managers, Product Owners, Consultants, and other business units to ensure the most effective operationalisation can be achieved. Effective and regular communication for all stakeholders is critical for this role. Coordinators must have a vested interest in always ensuring successful service delivery in this role.

Your key duties will include:

- End to end coordination of critical incident and onsite requests; intake, administration, sourcing of consultants, reporting and invoicing of large and complex jobs/projects

- Collaboration with a variation of stakeholders; internal and external

- Completing monthly Invoicing/billing audits to ensure customers are billed timely and accurately

- Very strong problem‑solving skills and ability to apply flexible and nuanced solutions to complex problems and projects.

- Ability to think outside of the box and find solutions when they are not easily found

- Adherence to process and procedures, balanced with an ability to make judgement calls and elevate when required

- An above and beyond mentality to achieve the best results for our customers and impacted staff

- Ability to work under pressure and juggle multiple competing priorities

- Outstanding stakeholder management and customer service skills

- Ability to work well in a team as well as independently

Our commitment to you

- Competitive remuneration

- Volunteer leave

- Paid parental leave

- Purchasing of additional leave

- Flexible working arrangements

- Flexible, diverse and challenging work

- Access to training and professional development

- Career development through internal mobility

- Lifestyle discounts – Discounted movie tickets, retail discounts and much more

Does this role sound like an exciting opportunity for you? We would love to hear from you. Please forward your application by clicking ‘Apply for this Job’.

For more information you can visit www.convergeinternational.com.au or email people@convergeintl.com.au.

Converge is committed to an inclusive culture where everyone is treated with respect and supported to thrive in the workplace. We encourage and support applications from people of all levels of experiences and abilities, ages, diverse backgrounds, and cultures, including First Nations people and the LGBTQIA+ community. We invite you to send us your resume or contact us at people@convergeIntl.com.au

Please note that Converge will not ask you for personal details, including banking details, when you are undergoing the recruitment process. Talent Acquisition Consultants will only contact you via email and/or phone call, not through social media channels.

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