Client Services Coordinator
2 weeks ago
Workforce Australia for Individuals is seeking an experienced Client Services Coordinator to join our team. As a key member of our client services team, you will play a vital role in ensuring that our clients receive exceptional service and support.
Key Responsibilities:- Client Assessment and Referral: Assess the eligibility and suitability of clients for our services and provide warm referrals to our partners and other providers as appropriate.
- Client Coordination: Support clients by coordinating their referral and intake experience, ensuring that data is accurately recorded and updated, including provision of accurate documentation and quotations.
- Referral Processing: Process referrals received for contractual programs efficiently and accurately, ensuring compliance with contractual KPIs.
- Client Relationship Building: Establish and build rapport with clients or their authorised representatives using a high standard of customer service, including the use of interpreter services as required.
- Service Information Provision: Provide consistent and up-to-date information about our services, including advice on service bundling and pricing.
- Client Risk Identification: Identify clients who may benefit from additional services, be at risk, or vulnerable and escalate appropriately.
- Service Transfer and Change Management: Support client changes to services and the transfer of clients into appropriate services within and external to our organisation.
- Organisational Skills: Use high-level organisational skills to manage competing demands in a busy environment.
- KPI Management: Adhere to KPIs for following up and resolving open enquiries.
- Continuous Improvement: Adopt a continuous improvement approach to work processes and workflows.
- Exceptional Communication Skills: Exceptional communication skills with the ability to cope with multiple demands of phones, email, messages, and schedules.
- Digital Literacy: Digital literacy skills, including demonstrated capability to learn new systems.
- Administration Skills: Demonstrated administration skills to prepare documentation with attention to detail and provide general administrative support to support the daily operations.
- Service Knowledge: Demonstrated ability to maintain an excellent working knowledge of a broad range of health, community aged care, and disability services and quickly match that knowledge to customer needs.
- Cultural Appropriateness: Well-developed cultural appropriateness skills to support communication with diverse and cross-generational clients, their families, referrers, and staff.
- Organisational and Time Management Skills: Demonstrated organisational and time management skills, including the ability to prioritise work, use initiative, and work with minimal supervision.
- Work Experience: Demonstrated work experience in a high-volume call environment.
- Emotional Intelligence: Strong emotional intelligence with the ability to build rapport with clients quickly, adopting an empathetic and flexible approach to manage the sensitivities of clients.
- Confidentiality: Ability to maintain confidentiality of sensitive information.
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Client Services Coordinator
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