Customer Care Consultant

6 days ago

Brisbane, Australia WSP Australia Full time

**About us**

**The Opportunity**

We have multiple positions available for **Customer Care Consultants **who will work directly with flood affected homeowners across seven Local Government Areas of Lismore, Clarence Valley, Richmond Valley, Ballina, Byron, Tweed and Kyogle. You will be the first and primary contact for people recovering from major flood events.

Our preference is to have our Customer Care Consultants** **based in one of our east coast offices in **Sydney, Newcastle, Canberra, Melbourne, Brisbane, Gold Coast or Sunshine Coast office**.

We offer hybrid working arrangements with the option to work from home 2 to 3 days per week. We’re happy to accommodate **full-time or part-time** arrangements.

The working schedule is standard business hours between Monday to Friday.

These roles are for a period of **12 months with potential for extension**.

**What will you do?**
- Contact eligible homeowners and provide information, arrange site visits and appointments
- Identify and discuss relevant support options and connect them with relevant local Community Relations Consultant
- Navigate multiple systems and record information whilst maintaining customer engagement on the phone using Consultation Manager
- Provide administrative support to our Community Relations Consultants and schedule in-person appointments with homeowners and valuers
- Bring compassion, empathy and understanding to all interactions with flood affected communities and homeowners.

**What we'll love about you**

You are a highly organised, resilient, and compassionate individual, dedicated to helping people who have experienced a traumatic event.

You will also have:

- Strong engagement, listening and telephone counselling skills
- A resourceful attitude allowing you to identify relevant information for homeowners
- Excellent verbal and written communication skills, including good grammar and enunciation
- Hands on knowledge of Consultation Manager and Microsoft Teams to manage incoming and outgoing calls
- A strong client and customer focus and a commitment to person centred practices

Whilst previous call centre experience will be highly regarded, we are welcoming applicants with a broad range of customer facing experience (e.g. retail, sales administration, technical support, etc.)

**What we will offer you**

We aim to create a workplace that is free from discrimination and offers equal opportunities, based on merit, in all areas of employment, recruitment, training and promotion. At WSP we care about individuals and their progress and offer the most fulfilling career development for all our professionals. We make extraordinary efforts to attract, develop, engage, and retain the best professionals in our fields of expertise because this is what makes us great.

Some of the benefits we offer include:

- A competitive remuneration package is available commensurate with skills and experience
- On the job support and coaching
- Flexible working arrangements, including working at home opportunities
- Employee development and leadership programs
- Employee assistance program for employees and for members of their household
- Annual onsite flu vaccinations or vouchers for vaccinations close to home with participating partners
- Quarterly Reward and Recognition program and recognition of service milestones with gift vouchers

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