Sales and Service Coordinator

4 weeks ago

Sydney, New South Wales, Australia Mable Full time
Senior Service Coordinator Role

We are seeking a highly skilled and experienced Senior Service Coordinator to join our team at Mable. As a Senior Service Coordinator, you will play a pivotal role in onboarding and maximising revenue from new customers to HomeMade, acting as the first point of contact and face of the company.

This position requires strong communication, education, and rapport-building skills to drive results and provide a smooth transition to onboarding as a client. You will also be responsible for providing training to the team on changes to product offerings and general upskilling.

Key Responsibilities:

  • Respond to a high volume of calls to assist new customers with their Home Care Package needs, qualifying customer suitability for self-management and moving suitable applicants through the HomeMade onboarding process.
  • Act as an escalation point where customers are looking to speak to a more senior member of the team on more complex issues.
  • Provide leadership support to the team when the Team Leader is absent.
  • Delivering service and retention outcomes through exceptional customer interactions.
  • Provide high-quality customer support, guidance, and training to customers to help them access and use our unique in-market tech platform and ensure they can successfully self-manage their Home Care Package.
  • Daily management of customer account documentation, including updating customer profile, accounts, and notes.
  • Adhere to processes and procedures and meet individual and team KPIs.
  • Work within a rules-based framework defined by detailed policies and procedures to offer customer advice and solutions and adhere to compliance and regulatory requirements while delivering exceptional customer experiences.

Key Measures of Success:

  • Achieve individual commercial targets and KPIs as assigned to the role.
  • Customer adoption rate - the percentage of new customers who successfully complete the onboarding process.
  • Time to onboard - the average time it takes for a new customer to go through the onboarding process from initial contact to becoming fully operational.
  • Customer satisfaction – the feedback from newly onboarded customers to gauge their satisfaction levels with the onboarding process.
  • Time to value realisation - the average time it takes for customers to realise the value of the product or service post-onboarding.
  • Referral rate - the percentage of newly onboarded customers who refer others to the product or service.
  • Commitment to continual learning and development and growth within the role, particularly focused on product knowledge and relevant sales skills.
  • Strengthen Mable and its Group of companies brands' reputation with client/customer communications.
  • Leading the team in KPIs set with ongoing commitment to team development in product knowledge and skills, with positive feedback highlighting the clarity of internal training.

Experience:

  • Experience in consumer businesses or related industries is preferred.
  • Experience working collaboratively with cross-functional teams to align sales strategies with broader business objectives and contribute to organisational success.
  • Strong understanding of the Disability or Aged Care sectors, or in businesses that require an ability to show strong empathy to our customers.

Our Values:

  • We're Switched On - We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.
  • We're Bold - We're ambitious and embrace creativity to solve challenges. We're here to reshape the industry and back big ideas.
  • We're One - We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
  • We're Impactful - We work hard to deliver change. We innovate and move fast to make a difference in the sector and people's lives.

Our Benefits:

  • Power your career - Learn from industry experts, experienced leaders, and on-the-job opportunities.
  • Work away - Get a creative boost working overseas for 4 weeks in a rolling 12-month period.
  • Access parental leave - Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
  • Work with flexibility - We're a hybrid workplace. Collaborate at home or in the office - whatever works for you and your team.
  • Take a floating public holiday - Acknowledge a significant day your way with family and friends.
  • Be rewarded - Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
  • Get paid to take a break - Get one extra paid leave day per quarter for what makes you happy.

Inclusion at Mable:

Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees and candidates.

People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply.

We take pride in highlighting our dedication to our policies, fostering flexible work arrangements and championing inclusive practices for women in tech.

If this role has stood out to you but you don't feel like you 'tick all the boxes', we strongly encourage you to apply nonetheless. We value diversity across experience and you might well bring something to the Mablehood we are looking for.

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