Client Experience Officer

2 weeks ago

Penrith, Australia MHNSF Pty Ltd Full time

**Client Experience Officer**

You must feel at ease communicating and interacting with a variety of clients and neighbourhood partners in order to be a successful Client Experience Officer at SFFC. With Spring Forwards, it's critical to give every encounter a quick, friendly, and efficient experience.

These obligations must be fulfilled effectively, professionally, and diligently, and if applicable, they must comply to all ethical standards set forth by the team member's recognised body, particularly those relating to client confidentiality.

**Duties and Responsibilities**
- Answer 100% of phone calls
- Work with the team to answer client questions and enquiries, minimising the impact on the clinical team and managements time
- Answer all client queries and enquiries accurately and efficiently, seeking guidance as required
- Ensure the reports ledger is up to date 100% of the time, and all overdue reports are logged and reported to the executive assistant for employee data collation
- Ensure all reports that are ready to be sent are accurately and confidentially sent to the client (and where required other relevant parties) within 1 business day of being finalised
- Ensure reports are filled accurately as per current company policy and procedure
- Complete all required tasks relating to the individualised development plan on time, accurately, and to one’s best ability
- Ensure all client complaints are acknowledged immediately, documented in the complaints register and attention brought to the executive
- All client complements and positive feedback is added to case conference daily
- Propose ideas for department and service improvements
- Ensure all communication is professional, clear, concise, and assertive with all relevant parties
- Carry out any other ad hoc duty required by management or senior team members
- Safely use equipment and resources provided within the scope of training and skills
- Ensure all professional development requirements are achieved, and constant skill development is engaged in
- Document, log, monitor and resolve all client complaints
- Share all positive client feedback with the team in CC or personally
- To select, monitor and collate client feedback and required surveys / data on company and clinician performance as per current procedures.
- Actively prepare, engage in, and document supervision and HR meetings
- Actively engage in professional goal development for own performance within the company
- Attend all meetings, performance reviews etc. as required, actively participating, and arriving prepared
- Actively participate in the achievement of department goals
- All other duties as directed

**Education and Experience**
- Bachelor’s Degree
- 2-5years’ experience escalations experience
- Excellent English Proficiency both Oral and Written
- Attention to detail
- Welcoming Attitude

**Perks**
- Dayshift
- Weekends Off
- 13th Month
- Leave Credits
- Equipment and Wellness Reimbursement
- Work from Home

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