Engagement Consultant

7 days ago

Sydney, New South Wales, Australia Lee Hecht Harrison (Global) Full time

**Engagement Consultant**

With a strong focus on customer experience, the Engagement Consultant role is responsible for providing high-quality engagement services to external clients at all levels as well as an effective liaison with relevant internal stakeholders in providing these services.

The role involves making outbound calls to pre-notified clients to engage and schedule them into Career Assistance and/or Transition programs with Lee Hecht Harrison.

The role is also responsible for coordinating and booking notification appointments for Consultants to ensure our customers and clients receive an industry-leading service

The incumbent is required to demonstrate a high level of Customer Service, empathy, logical thinking and problem-solving to successfully deliver on service levels. A high degree of flexibility and initiative in order to deliver on activities and tasks are also required.

**Reporting Relationships**:
Ø Operations, Engagement and Delivery Lead

**Direct Reports**:
Ø No

**Major Responsibilities**

**Responsibility**

Ø Engage assigned Clients on a daily basis via telephone to discuss the service offering and schedule the first appointment.

Ø Manage all inbound calls when the client is initiating the first point of contact into Lee Hecht Harrison for the program/service to commence

Ø Assist with the coordination of the National Notification support as required by managing consultants' diaries and booking Client appointments.

Ø Work closely with the Operations, Engagement and Delivery Lead to understand customer requirements and handle all calls/contact accordingly

Ø Manage the National Notification calendar and ensure all notifications are updated in the calendar

Ø Ensure all relevant information is collected at the point of notification (i.e. billing information) to ensure the data entry and billing process is seamless

Ø On-going identification and implementation of continuous improvement opportunities from a Customer, Client and Workplace perspective.

**Required Experience**

Ø Tertiary level qualification in human resources, psychology, career coaching or facilitation or a similar/related discipline is favorable

Ø Professional telephone techniques applied with Lee Hecht Harrison standards upheld at all times

Ø Demonstrated advanced PC skills with the ability to pick up internal systems quickly and effectively

Ø Knowledge of Career Transition services or coaching is favorable

**Required Attributes**

Ø Strong Customer Service/Customer Experience Focus

Ø Ability to deal with difficult client situations/conversations

Ø Independent thinker who can respond to a situation with all parties in mind

Ø Effective team contributor

Ø Logical approach to problem-solving

Ø Demonstrated ability to take initiative

Ø Strong attention to detail

Ø Highly organised and efficient

Ø Performance driven mindset to achieve the highest standards and meet set KPI's

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