Customer Success Consultant

**Join us and let's make a bigger difference together.**

Established in 1840, we're Australia's first member-owned wellbeing company. Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians. We employ over 7000 people and our purpose is to **Help People to Thrive**.

It's an exciting time to be joining Australian Unity - we have grown significantly over recent years and are transforming to capitalise on further growth opportunities to help our customers and employees thrive. We operate with commercial principles and with a strong social purpose to create community value. Australian Unity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Our Opportunity**:
Across Home Health, we're transforming the way we work in our local communities to improve health and care outcomes for customers. By working together, differently - we believe we will be able to plan and deliver better care for customers. We'll be able to support customers to live vibrant, healthier, more independent and fulfilling lives. And we'll help them to be part of thriving and supportive communities

We currently have multiple opportunities for Customer Success Consultants (Contact Center based in Clayton, Vic 3168), responsible for nurturing and driving increased customer conversion through consistency of experience for new and existing customers. The Team will manage multiple referral channels across many customer cohorts, delivering exceptional experience and customer conversation, supported by defined service levels, interaction guides and digital tools.

The role will require your flexibility to work on a rotating roster; Monday to Friday between 8am - 6pm including state public holiday shifts.

Accountabilities will include:

- Understanding & responding to customer unique requirements.
- Managing leads and opportunities to attract and convert new customers (warm outbound calls)
- Achievement of KPIs and operational metrics.
- Actively manage inbound customer enquiries, providing coverage across the Team, as directed by the Team Leader
- Provide first time resolution to new and existing customer enquiries, building customer rapport and support through each interaction
- Demonstrating exceptional customer service experience.

**About You**:
To be successful in the role you will be able to demonstrate the following experience:

- Demonstrated experience working in the health or services / care industry, particularly in a sales context.
- Sound working knowledge of funding instruments and regulations associated with in-home/community care services is desirable
- Demonstrated experience using contact centre technology and systems to build customer engagement.
- Excellent written and verbal communication skills.
- Certificate III or above qualification in community, aged care or administration is desirable.

**What's on Offer**:
You will enjoy a range of great employee benefits and rewards including:

- Competitive salary + bonus program
- Enjoy additional yearly Well-Being and Community leave days
- 14-week paid parental leave, with equal benefit for both parents PLUS our Bump to Baby
- Employee Referral Program
- Employee Assistance Program - support and assistance for you and your partner at those times in life when you need it most
- Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
- Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more
- Available access to LinkedIn Learning courses through our great Learning platform