Customer Experience Coordinator

Introduction:
CoAct is a Not-for-Profit organisation. We operate solely for community benefit and invest over 90% of all revenue back into the same communities in which services are delivered. Working together with our Service Partners, we strive to make a difference in the lives of everyday Australians through employment services and community activation.

Our Culture
- We are purpose-driven but know how to have fun along the way.
- We have high employee engagement within a high-performance environment.
- We celebrate achievement and support each other to reach our objectives.
- We get involved in the community by participating in volunteer days.

Description:
Purpose

The Customer Experience Coordinator leads from the front in providing exceptional customer service and administrative support to both our customers and the team. The role acts as a concierge, engaging with customers to ensure a positive first impression while educating the community on the benefits of employment services program through direct promotion, business development and event coordination. The Customer Experience Coordinator ensures the office runs smoothly and manages the coordination of day-to-day activities of field-based staff.

Some of the responsibilities include:

- Greet customers as they arrive on-site and provide a warm, professional, and polished first impression (Site Based).
- Listen proactively, build rapport, and adopt a communication style that puts the customer at ease.
- Guide customers through their prospective journey with the employment service and proactively attend to any ambiguity or confusion through providing information leaflets, researching complementary services, or processing referrals to other services.
- First point of contact for queries via a variety of mediums including online phone and mail.
- Provide full administrative support and be the anchor point on-site to support the Recruitment Partners, Workforce Partners and Performance and Partnership Leader in service delivery activities.
- Support customer activities including resume updates, vacancy, and referrals administration.
- Ensure service delivery activities comply with all requirements of contractual deed and guidelines and with organisational policies, including actioning basic audit requests.
- Coordinate marketing material distribution and monthly newsletters to complimentary services and support programs in the community.
- Keeping an up-to-date support services/community support guide, detailing approved suppliers and programs available in the local community.
- Attend external events i.e. career expos, information sessions for community groups etc.
- Attend to all facets of office management such as stationery and kitchen orders, and liaison with suppliers (site-based).

Skills and Experiences:
Personal Attributes
- Exceptional customer service and stakeholder management skills.
- Excellent verbal and written communication skills and ability to adapt style to suit the audience.
- High level of resilience and ability to remain calm and keep a positive attitude when responding to a range of situations.
- Highly organised, able to multitask whilst keeping to quality standards with accurate attention to detail.

Required Experience
- Thrives in a target based fast-paced environment, a self-starter that can work autonomously to reach targets.
- Excellent time management skills, including the ability to manage priorities and meet deadlines within established timeframes.
- Able to work effectively and collaboratively in a team.
- Capacity to undertake multi-skilling covering all elements of administrative and processing functions.
- Proven experience in communicating with a broad range of groups and individuals, and in particular, young people; mature aged people; people with a disability; culturally and linguistically diverse people; people with a poor employment history; people undergoing hardship; Indigenous Australians etc.

Desirable Experience
- Experience working within Employment Services, Training, Community Services, Sales, or call centre background.

It's great working with us

CoAct is a for-purpose organisation, with a very high annual employee engagement score over multiple years and being nominated as an Employer of the Year in 2019 and 2021. Our people are passionate about our cause which is shown in the quality of relationships we have with our Partners and the significant growth CoAct has realised over recent years.
- Salary Packaging
- Health & Wellbeing Allowance
- Wellbeing leave (Additional to Annual and Personal Leave entitlements)
- Corporate Health Insurance discounts

Your Next Steps

We’re committed to creating a diverse and inclusive workplace and will consider all qualified applicants without regard to race, religion, gender identity, sexual orientation, disability or age. We strongly encourage people from all cultural backgrounds to apply, including Aboriginal and Torres Strait Islander people.

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