Critical Incidents and Scheduling Coordinator

Summary about this job

Detail information about job Critical Incidents and Scheduling Coordinator. Terms and conditions vacancy

• Looking for someone to provide critical incident coordination
• Melbourne CBD Location
• Temporary, possibility for ongoing

Join a global company as the Critical Incident and Scheduling Coordinator in Melbourne's CBD. This is currently an ongoing casual position, working full time hours.

Client Details

Our client is a global company that works to improve the delivery, quality and cost effectiveness across the health system. They aid doctors and patients to make informed treatment decisions. This is a contact centre environment consisting of Office management, counsellors, psychologist and customer service consultants.

Description

This role involves Coordination of all APAC Additional Service requests which includes - Critical incident, EAP + and Springboard Co-ordination. In this position you will be liaising with clients in Australia and the Asia Pacific area. Some duties will include:

• Assisting with invoicing and data management related to Additional Services, keeping in line with the cut off times and dates.
• Resenting invoices in a professional manner including accuracy and attention to detail.
• Assisting external clients with business service requests for Additional Services (including critical incidents, training, mediation etc) support and information in a timely, courteous and professional manner.
• Improvement of information and business processes in line with the overall business mission.
• 100% compliance with administration procedures (e.g. staff rosters, leave provisions, etc).
• Maintaining and applying the organisational values when dealing with clients, associates, internal staff and team members.
• Working with key internal stakeholders to ensure accuracy of invoicing and presentation to client organisations.
• Maintaining and responding to email queries directed to shared in-boxes.
• Completing allocated Additional Service requests and projects assigned by the team leader accurately and within the required time-frames.

KPI's

• Achieve a 24 hour response for external client queries for all in-boxes maintained by Additional Services
• Aim to ensure that all team members are sharing the workload of the Additional Services Team equally and fairly.

• QA includes: the answering of calls, responding to emails in a professional manner with correct and appropriate information
• Consistently maintain awareness of the delicate nature of the business and display all the above traits ensuring the best possible customer experience for every person who uses of service.

Profile

The successful candidate must:

• Demonstrate team work by sharing in responsibility, assisting others, being proactive and supporting others in the team.
• Have at least 5 years plus customer service experience
• Have advanced computer/keyboard skills including Microsoft Excel, Word, Outlook/email.
• Demonstrate the ability to be understanding and empathetic towards client issues.
• Show excellent written & verbal communication skills.
• Have a high level of accuracy
• Show the ability to work autonomously as well as part of a team.
• Have highly developed organisational and time management skills.
• Have the ability to work well under pressure.
• Present with an appropriate professional appearance

Job Offer

This is an opportunity to be in an ongoing role within a leading health organisation based in the heart of Melbourne. If you have the skills in the above statements please apply now. For a confidential chat, please email Samantha Jackson at [email protected]