As a Patient Experience Specialist, you will be the frontline of support for our patients, ensuring that every interaction results in an excellent experience for both our current and potential patients. Whilst leading with empathy, you will focus on call efficiency to maximise the number of patients you can assist during your shift.

This is a fast paced, phone based role, suited to someone who is dedicated and enthusiastic in handling both inbound and outbound communications via phone and ticketing system, live chat, and email, and provides daily team support to ensure a smooth flow of inquiries and complaints within the clinical and operational teams.

Responsibilities include: 

• Customer Interaction - Via phone, live chat and email 
• Issue Resolution - Taking ownership of patients' problems, investigating, troubleshooting to resolve issues efficiently
• Product knowledge - Maintaining a comprehensive understanding of our products and services to ensure patients are provided with relevant and up to date information
• Problem Solving - Utilising critical thinking to handle complex patient issues to find the root cause and implement strategies to prevent similar problems in the future.  
• Technical Skills - use multiple technical systems effectively 
• Documentation - Taking accurate, concise notes from patient interactions 
• Communication - Ensure clear and professional verbal and written communication which patients can easily understand
• Conflict Resolution - Handle patient escalations to work towards a solution
• Continuous Improvement - Actively participate in training and workshops, providing feedback to the team and suggesting improvements for the patient experience
• Privacy and Data Compliance - Ensuring all privacy policies are adhered to
• Ensuring you are meeting daily KPIs and activity targets 
   

ROSTER & CONDITIONS:

Role Commencing: 13 January 2025
Hours: Availability between 10am - 6pm WA time (during AEDT, daylight savings) and 11am - 7pm WA time (during AEST, non-daylight savings) + one weekend shift per month, Saturday and Sunday
Training: Must be available for initial 5-6 weeks (from 13 January 2025, 10am - 6pm WA time
Location: Western Australia
Pay cycle: Fortnightly 
Salary: $63,700 per year + superannuation 

The Drive:

The Collecting Group (TCG) isn't your average company; we're a team of culture curators who live and breathe cars and watches. We're not just disrupting the auction industry, we're redefining it. Our brands, Collecting Cars and Watch Collecting, are already leading the pack, but we're just getting started. We're expanding, and we're looking for a Consignment Specialist to join us in Sydney.

The Mission:

You’ll be joining a growing, diverse team that’s currently disrupting the traditional way vehicles are auctioned. You’ll help foster relationships and deliver excellent outcomes with both sellers and collectors locally and internationally, developing long-lasting partnerships, whilst becoming part of the fabric of a fast-moving, innovative company.

With a customer-centric approach, you’ll be able to bring your sales acumen to a collaborative team, where you’ll gain exposure to a breadth of vehicles and memorabilia, whilst contributing to revenue growth and product development.

The Gearbox:

• Be a dedicated point of contact through the life of the auction process, co-ordinate end to-end activities from pre-sales through to post sales ensuring excellent levels of engagement and service throughout the process.
• Communicate and build client relationships to foster long term repeat business.
• Research values of collectable cars, analysing industry trends to make informed decisions on market trends and determine competitive market reserves.
• Managing the full consignment process with administration tasks including arranging of photography.
• Continually work to build your network and bring in new business opportunities for The Collecting Group.
• Use Salesforce to manage consignments and customers from prospects through to auction close, ensuring records and customer information is accurate and up to date.
• Participate in Collecting Cars external events to help build awareness of the brand.
• Work as part of the wider Collecting Group team, collaborating to support the success of all members

The Specs (What We'll Need From You):

• You have prior experience within a sales based role, successfully delivering against revenue goals.
• You’re proactive and a self starter, you have proven abilities to work independently to source and close sales.
• Open minded and inquisitive – you're adapt to what we do and are constantly looking for opportunities for the company to evolve and grow.
• Adept at negotiating sale terms with customers - you can demonstrate this to us.
• Commercial yet customer-first mindset – we are proud of our excellent customer service that builds our reputation and our member base from word-of-mouth referrals.
• Confident telephone manner and ability to achieve high call volumes.
• The ability to research and absorb information quickly, enabling you to identify suitable vehicles from multiple high-resolution images.
• Attention to detail and an investigative approach.
• Proficiency in with a Customer Relationship Management (CRM) system, such as Salesforce.

The Pit Stop:

Bligh Street, Sydney. You'll be predominantly based here, our Australian HQ. You'll need full Australian working rights for this position (sorry, we're unable to provide sponsorship for this role).

The Fuel:

• 25 days holiday (plus an additional day each year after 2 years tenure).
• Fast-paced, high energy sales team.
• Learn a lot of negotiation and sales skills.
• The thrill of the auctions and chasing down deals.
• Interacting with high value customers and talking about cars.
• The opportunity to attend amazing automotive and watch events.

The Finish Line:

If you're passionate about cars and culture, and you have the ambition to support buyers and sellers across Australia, then we want you in the driver's seat. Buckle up and join us on this exhilarating ride.

Ready to Shift Gears?

Apply now and let's build the future of The Collecting Group together.

Who are we?

Lyka is an Australian founded pet wellness company that's shaking up an outdated industry and paving the way for happier, healthier pets. Despite medical advancements, animal lifespans are on the decline. Today, the average pet only reaches 37% of their full potential lifespan and statistics have shown us that many suffer from dental disease, cancer, and obesity. Simply put, the status quo is not enough.

As humans, we've experienced firsthand the positive impact fresh wholefoods can have on our health and wellbeing, and we believe our furry friends deserve the same. We're on a mission to do just that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world's most sustainable pet wellness company, we're putting pets and our planet first - one bowl at a time.

Today, we are proud to share we've served 50 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and expand into new markets.

Currently, we have a team of 250+ pet-obsessed people and we're continuing to grow (yes, looking at you!). These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet's wellbeing.

To date, we have raised over $60M in funding from venture capital investors and pet industry insiders, who believe in our mission and ability to drive change in a stagnant industry, providing nutrition that nourishes puppers from the inside out.

Are you ready to shake things up and give pets the life they deserve? Come join our pack!

Our Mission

The time we share with our pets is being cut short. Despite medical advancements, they're getting sicker earlier. They're dying prematurely. The industry has it backwards - prioritising treating symptoms instead of addressing the root cause. That's where we come in.

At Lyka, we take a preventative, holistic and personalised approach to pet care. We look at the full picture, factoring in the diet, lifestyle and environment of each individual animal.

We don't stop at symptoms, instead we dig for the root cause. We create nutrition plans unique to each pet, because it's not just about living longer, but living well too.

Our mission is to increase the lifespan of dogs and cats.

The Role

As a Sales & Retention Specialist with Lyka, you'll attend pop-up sales events across Sydney (eg at markets and shopping centres) and promote the benefits of Lyka, with the goal of achieving new subscriptions. On days when you're not face to face selling, you will support retention of existing customers through email and phone channels.

What you'll do:

• Attract and drive consumer traffic to Lyka's physical sales stands at markets and retail locations
• Communicate the benefits of Lyka, effectively demonstrating product features and benefits
• Faciliate sign up process for customers
• Overcome objections and meet sales targets
• Assist with set up and pack down of equipment of our sales stands
• Drive retention through winning back cancelled customers via phone or email
• Foster a growth-orientated, positive and high-performance culture that motivates employees and is aligned to the company's mission

• Direct face to face sales experience, with the proven ability to close sales on the spot
• Strong interpersonal and relationship building skills; friendly and approachable
• Exceptional customer service skills; helpful and positive attitude and always looking to go above and beyond for customers
• Confident, clear verbal and written English communication and negotiation/influencing skills
• Proficient in using a computer, touch typing and able to learn new tools/systems
• Willingness to learn new topics, such as dog nutrition and wellness
• Self-motivation, with a positive attitude and hunger for success; resilience
• High sense of ownership and comfortable with a fast-paced environment
• Must love dogs and be able to work flexible hours, including weekends, and travel to various sales events
• Driving licence beneficial, but not essential

• Work in a fast-growing start-up, experiencing what goes behind the scenes to sustain hyper-growth for a start-up with a physical product!
• Growth and Development – Lyka is growing extremely quickly, which means you will have the opportunity to experience different challenges every day and progressively acquire more responsibilities as our facility and team expands. We provide an annual L&D budget for you to continue your personal development.
• Work for a sustainability focused company - we care about the health of our dogs and our planet. We’re proud to be Australia’s only carbon-negative and plastic-negative pet company and we’re always looking at ways for us improve sustainability practices.
• Be part of a diverse top talent team, coming from widely different backgrounds and geographies.
• Up to 18 weeks of paid parental leave top-up.
• Wellbeing assistance and tools to take care of your mental and physical wellbeing so you can do your best work.

• Hybrid working - 3 days per week in office. We have pet-friendly offices and industrial kitchens in Sydney and Melbourne. Onsite days are required during your onboarding.
• Pupper parent support to care for your furry friends - flexible arrangements for new pets, pet-friendly offices, discounts, and financial allowance for dog training & care to help them live their best life!

We are committed to building inclusive and diverse teams

Lyka is an equal opportunity employer devoted to providing a working environment that embraces and values diversity and inclusion.

We celebrate diversity, are devoted to creating an inclusive environment for all staff and encourage people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at the time of application.