As our National Customer Service & Security Manager you will be responsible for the overall leadership and management of the Customer Service & Security Team across Australia. You will lead the overall operations of the team and manage the third party contract for Security operations.

Your key responsibilities will include Management of:

People: Leading our national team of professionals who deliver lifecycle management across customer experience and service management

Relationships: Establishing and maintaining strong customer relationships, leading client service review meetings and driving ongoing service improvements

Escalations: Coordinating issue/escalation resolutions with cross-functional teams along with preparation and delivery of postmortem reviews or service improvement plans

Purchasing: Responsibility for procurement and supplier management

Operational Security contracts: Overseeing the contract and driving ongoing continuous improvement, including monitoring contract performance and compliance

About the role

We’re seeking a talented Customer Service Representative to join our bustling inbound contact centre on a fixed-term basis for 12 months. In this role, you'll serve as the welcoming voice of KinCare, dedicated to ensuring every interaction exceeds our customers' expectations. As the first point of contact, you’ll manage inbound calls from KinCare customers, Care Workers and various stakeholders, adeptly handling inquiries and ad-hoc requests with professionalism and timeliness.

This is a full-time opportunity on a 12-month fixed-term contract, with working hours scheduled between 6am and 6pm, Monday through Saturday. While we offer work-from-home options, regular attendance at our Bella Vista office is required; therefore, only Sydney-based candidates will be considered for this role.

About you

To thrive in this role, you'll need to have:

• Customer service experience within a call centre environment
• Strong communication and active listening skills
• Empathy, patience and a solution-focused approach
• Resilience and a positive attitude
• Ability to work autonomously and as part of a team
• Strong computer skills and experience with CRMs (Salesforce experience is advantageous)
• Industry experience and/or a passion for community work is highly regarded

About KinCare

Our vision is to enable elderly Australians to remain living safely in their homes for as long as they wish by providing them with the care and support they need. For over 30 years we’ve been putting our customers at the heart of everything we do and empowering them to live the life they choose.

What truly sets KinCare apart is our people. Joining our team means embarking on a journey where you'll be continually inspired and challenged. Each day you will be surrounded by passionate, committed colleagues and get to build some meaningful connections. You will also receive the support and training you need for a rewarding long-term career.

As a family-oriented company, we prioritise work-life balance, offering flexibility to ensure our team members thrive personally and professionally.

If this sounds like the role and workplace for you, apply now!

Prior to commencement, every successful candidate must complete a mandatory National Police check, Work Rights check and provide proof of COVID-19 vaccination.

For more information, visit www.kincare.com.au or contact our Talent team at [email protected]. Kindly note that we do not accept applications via email.

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.

Service Consultant, Operations

• Join Australia’s No.1 Life Insurer
• Self-starters who enjoy a dynamic workplace
• Proven career opportunities and excellent employee benefits

About the opportunity

The Service Consultant function is primarily concerned with the response to and administrative processing of enquiries; Integral to this is quality and service standards which ensure the functions are meeting TAL’s Customer requirements.

A diverse role responsible for administering our products across a number of platforms while providing outstanding customer service. It’s a pivotal role in transforming the experience from a transactional one to a relationship based holistic experience.  

This role is also the perfect launching pad to build a long term career with us!

Responsibilities include:

• Operating as the primary point of contact, responding to all enquiries, aiming to achieve first point resolution
• Completing administrative tasks within service standards and monitoring service delivery and quality
• Respond to escalations and complaints, taking responsibility to gain quick resolutions
• Understand our responsibilities per Privacy law and Compliance guidelines, and execute activities within these
• Identify trends and provide feedback to the Team Manager to prevent reoccurrence
• Engage in a supportive team environment whilst actively sharing skills and knowledge
• Assist other Service teams in other areas (including call centre) to help achieve departmental goals during peak periods

Employee value

At TAL, we look for people who represent our diverse Australian community; people who embrace our spirit and inspire confidence in their colleagues, customers and community.

We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers.

It’s a values driven environment, with excellent employee benefits plus learning and development opportunities designed to support our people.

Benefits include:

• A generous company paid life insurance and super plan
• Recognition and reward programs that acknowledge great work
• Coaching, mentoring and training programs
• Flexible work and leave options to support study, family and lifestyle

The Customer Service Representative (Internally: Client Associate) is accountable, as part of a team, for providing support to clients on all issues relating to the international payment process whilst maintaining our reputation for ease of transaction and friendly service.

Key responsibilities include providing outstanding customer service, answering questions, explaining processes, products and services, and providing back office services in accordance with internal procedures and relevant legislation.

What you do

• Be the first point of contact on all issues relating to the international payment process.
• Deliver unparalleled customer service to clients and internal stakeholders via telephone and email.
• Manage high call and email volumes, and deliver outcomes within restrictive timeframes.
• Interact with new and existing clients on inbound/outbound calls/emails.
• Escalate calls within the company if required in accordance with internal procedures.
• Follow up with clients in accordance with AML/CTF regulations. 
• Communicate effectively with internal departments when required i.e. Compliance. 
• Contact clients in a timely manner to confirm their transfers.
• Respond to client queries across all facets of the payment process including tracking funds. and coordinating responses with Operations and Settlements.
• Gain knowledge of and remain up to date on relevant legislation.

As our Customer Service Agent, you will provide professional and efficient first points of contact for our customers and visitors within our facilities.

Being a member of our Customer Service team, you’ll ensure a great experience in all contacts, both reactive and proactive, to achieve the best service outcomes for customers. In addition to this you’ll act as concierge for your facility; this entails coordinating the logistics and accurate documentation of deliveries.

We have two opportunities for experienced customer centric individuals to join us on a Casual basis, offering between 15-25 hours per week or as agreed with the potential to work across any of our 3 sites be it Macquarie Park and/or Artarmon. Work the hours that work for you!

To be successful in this role you’ll have:

Customer Focus

• Greet all visitors to facility in a timely, courteous, and professional manner.
• Work with internal teams around the country to deliver a seamless customer experience.
• Provide accurate advice and guidance on customer service requests and incidents.

Concierge

• Take telephone calls to facility from both internal and external customers.
• Assist with coordination of customer and company events and activities at facility.
• Conduct site inductions with visitors, in coordination with Facilities team, and scan induction paperwork.
• Conduct audits of critical facility stock and replenish levels as required on:

Support

• Provide prompt and friendly communication to customers in person, via telephone, email, and ticketing system.
• Action internal and external customer requests via all the internal request systems; email, via phone or face to face.
• Provide first level resolution where possible or escalate requests and incident to the appropriate resolver group.