Client Intake Coordinator (Contact Centre)

Acacia Connection is an Employee Assistance provider that is making a difference to the lives of thousands of employees and their immediate families in the area of mental health. We provide high quality, exceptional counselling services and assistance to individuals who have personal and/or work-related issues that may impact their wellbeing, work performance, safety, individual and workplace morale and psychological health.

Are you passionate about providing exceptional client support and making a meaningful impact? Acacia is looking for dedicated individuals to join our Client Experience Team, the first point of contact for individuals seeking support.

What We Offer:

• Permanent full-time employment (part-time also considered)
• Meaningful work within a supportive team
• Inclusive, open and supportive workplace culture
• Access to Employee Assistance Program
• Comprehensive training and education and opportunities for growth and development

The Role:

This is a true contact centre role and will be answering high volume of incoming calls, monitoring shared inbox and providing exceptional customer service for all clients. Daily duties include:

• Responding to all inbound enquiries via phone, website, live chat, and text message
• Scheduling counselling and other mental health and wellbeing appointments
• Facilitating coordination of services, including case management and follow-up administrative duties
• Managing crucial database record-keeping and following up with clients and counsellors to ensure service delivery aligns with our service level agreements
• Collaborating with a team of mental health professionals
• Assisting in maintaining our high-quality counselling service

The Successful Candidate Will Possess:

• Availability for shifts from Monday to Friday between 7am to 7pm
• Previous experience in a contact centre or fast-paced administrative environment OR extensive customer service experience
• Excellent phone communication skills with a clear, well-spoken voice and exceptional listening skills
• Strong customer service focus
• Exceptional time management skills and the ability to manage multiple projects under pressure
• Good understanding of databases and Microsoft programs
• High level of client empathy and understanding
• Self-motivation with the ability to work unsupervised and as part of a team
• Professional attitude and friendly phone manner
• Positive can-do attitude

Our Commitment

At Acacia EAP we value inclusiveness, excellence, resilience, integrity and innovation. These values are entrenched in the work we do and how we conduct our business. We want to work with people who are passionate about people and who seek long term employment.

We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and enthusiastically encourage applications from people with disability, age-inclusive demographics, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Your unique experiences and perspectives will enrich our team and contribute to our collective success.

Please include a cover letter providing details on your skills, experience and suitability to this role. Please apply only through the Seek portal.

For queries email

Only candidates with the right to work in Australia can be considered for this position. Please note that we will not be engaging recruitment agencies for this position.

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