About the role

As a Client Service Officer, you will act as a central point of contact for one of our highly valued clients. Your day-to-day responsibilities will include:

Be the face to the customer and support/manage the customer relationship

Conduct ad-hoc administrative and data entry projects as assigned by the Operations Manager

General Administrative tasks including, Emails, Calls, Reporting, Filing

Co-ordinating with Staff. Onboarding, Rosters/Timesheets, Client feedback, Staff meetings and Performances

Working with Quality Assurance Manager and investigating client-raised issues and taking timely action to meet SLAs and KPIs

Assisting in the creation of chronology reports as requested by clients, including analysis and identification of key areas of concern

Responding to client queries via phone and email and maintaining client satisfaction and relationship and help with troubleshooting

Conducting site visits as part of mystery audits and satisfaction surveys

What we can offer you

We understand that our people are the cornerstone of our success, and we are committed to supporting you in a diverse environment, with a range of benefits and long-term career opportunities.

A competitive salary

A combination of working remotely and in the office. Note that this role will require flexible working hours, that includes a few hours each evening plus an average of 4 hours on a Sunday evening

A diverse and supportive working environment and friendly and welcoming team

Support from an experienced, driven and accessible management team

What you will do

Build and establish relationships with clients

Monitor and manage staff workflow

Monitor field activity for KPI and regulatory adherence

Investigative work and lead generation to assist field activity

Client field activity reporting

Make and receive client outbound/inbound calls

Coordinate time-sensitive client instructions

Solve problems to support the achievement of positive outcomes

What will help you succeed

You have strong communications skills – both written and verbal

You have a willingness to learn

You are detail oriented

You are respectful, empathetic and resilient

You are friendly and assertive

You are proficient with Microsoft Office suite

Experience in a similar role

Must have Australian Drivers Licence