Client Solutions Consultant

Job Description

Joining our Client Solutions Centre Team, you can expect a role all about focusing on solutions and liaising between internal staff and a wide range of external stakeholders to provide clear explanations and solutions to all parties involved.
This role is a great entry-point into the Employment Services industry, providing learning opportunities and key insights into the WorkForce Australia and Inclusive Employment Australia contracts offered by atWork Australia.
You will be working within a team and supporting a business that lives our values of Integrity, Compassion, Determination & Thriving Together. 

A day in the life of a Client Solutions Consultant may include:  

• Receiving inbound phone enquiries from clients, employers and other stakeholders; 
• Establishing favourable rapport and providing support, explanations, or outcomes to address enquiries from clients or other stakeholders; 
• Working to achieve targets related to number of calls handled while meeting our customer service standards;  
• Ensuring all calls and interactions are appropriately documented and adheres to compliance and/or contractual requirements; and 
• Ensuring our clients, employers and those we work with, receive exceptional service at every stage of the process. 

This role is based at our Parramatta Client Solutions Centre Hub alongside the broader operational team.

Qualifications

We believe that as a successful candidate, you will be someone who is driven to understand the needs of others through an empathetic lens, and provides first-call resolution (where applicable) to each individual caller within an appropriate timeframe.

We believe this role would suit someone that is an effective problem solver with a keen eye for detail, and wants to deliver excellent customer service through communication & collaboration.

Attributes and Experience:

• Experience in a face-to-face customer service environment is desirable but not necessary; 
• Ideally, demonstrated experience of working with people overcoming challenges; 
• Happy and confident liaising with multiple external and internal stakeholders; 
• An aptitude for technology and a willingness to learn the required systems;
• Confident working towards KPIs including on-queue time, calls handled, and average handle time; 
• A courteous and friendly phone-manner, skills in de-escalation and active listening;
• An overall desire to be part of our broader atWork Australia family, with a true belief in our purpose: to connect people and business, so both can thrive.

Additional Information

We believe in supporting you, so you can support others.
Enjoy a range of benefits including:

• Access to 12 Weeks Paid Parental Leave
• Development & career pathways across MedHealth & atWork Australia
• Quarterly social events & recognition programs
• Wellbeing initiatives & Employee Assistance Program (EAP)
• Fitness Passport
• Salary packaging & the ability to purchase additional leave
• Roadside assistance
• All the tools and tech you need to thrive

You are welcome here.

Our fast-growing team of more than 4,000 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences. 

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQIA+ community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.