Customer Engagement Specialist

1 day ago

Newcastle, Australia Anglican Care Full time

**The Opportunity**:
Newcastle Anglican is looking for a Customer Engagement Specialist to join the team You will provide high level customer service to all people we service, including family members and external stakeholders of the organisation.

**Why Work for us?**

Newcastle Anglican places people at the centre of our work. As a part of working for a faith-based organisation, you will have access to the following great benefits:

- Work for a purpose-driven organisation where you can access opportunities for growth and advancement across all of our services
- Generous salary packaging benefits of up to $15,900 pa
- Up to 40% discount on school enrolment fees at any of our Newcastle Anglican schools
- Discounted private health insurance through Medibank
- A unique culture promoting diversity, cultural competence and shared values
- Access to over 300+ gyms with the Fitness Passport Program
- Free annual flu vaccinations
- Free access to our corporate Employee Assistance Program
- 14 weeks paid parental leave or 3 weeks paid partner leave.
- Flexible working arrangements - Talk to us about your needs

**Role & Responsibilities**:

- Manage direct enquiries and refer on to the relevant department for a response
- Liaise with multiple stakeholders to ensure resolution of customer enquiry and provide a high level of communication
- Observe confidentiality relating to consumers, their records and organisational matters at all times
- Coordination and maintenance of office facilities including mail, shared facilities, meeting rooms and greeting of external contractors.
- Build effective relationships with people we serve with a simplified approach, effectively identifying needs and resolving concerns in a seamless customer experience
- De-escalation of customer complaints to reach a suitable outcome
- Create and maintain relevant documentation as required, ensuring accuracy and appropriate authorisation/approval.
- Ensure all relevant information pertaining to assessments are well documented and communicated to relevant internal stakeholders.
- Report clear and accurate information about complaints and other items for escalation into relevant systems including R3 and Mex.
- Maintain records in Customer Relationship Management (CRM) systems.

**About you?**
- Previous experience in a relevant role with demonstrated ability to meet objectives
- Demonstrated experience in stakeholder/customer relationship management
- Ability to deliver complex information in a simple and clear manner
- Experience working in community services, aged care or NDIS
- Willingness to obtain NDIS Workers Screening Clearance
- Willingness to obtain a police check

**Who we are?**

Formerly known as the Anglican Diocese of Newcastle, Newcastle Anglican is a faith-based organisation serving the people of the Hunter and the Central Coast.

We offer a leading Christian presence to our community through our parishes, four schools, Anglican Care and Samaritans.

Our vision is for people to flourish because of what we do, inspired by the way of Jesus.
- You must have the right to live and work in Australia._

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