Client Intake Coordinator | Client Administration Support (Contact Centre)
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Are you a agile individual with a passion for providing exceptional administrative support? We are looking for new members to join our team and enhance our client experience functions.
“People respect those who are authentically enthusiastic about their work and bold in their beliefs. Their gusto is contagious. People respect those who aren’t afraid to show positive emotions”. If this statement resonates with you, this is the team for you!
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.
A great workplace is about people. One where colleagues are happy to see one another, where team members work together toward common goals, and where employees are supportive, engaged, and driven. In short, we’re a positive workplace with a positive team culture.
Engage in impactful work while thriving in a team-oriented and encouraging atmosphere. We ARE employees who care for one another and develop compassionate, friendly, and inclusive relationships.
What We Offer
- Meaningful work within a supportive team – what we do matters! We make a REAL difference in people’s lives
- Inclusive, open and supportive workplace culture with a genuine commitment to diversity and inclusion
- Comprehensive training and education including access to a suite of over 100,000 learning modules
- Opportunities for growth and development with training programs, mentorship, career pathing, cross-functional projects, a ‘feedback’ culture, and more!
- Earn purchase-points to spend in the advantages store and cashback on everyday purchases (shop exclusive offers from 1000\'s of retailers)
- Access to amazing perks, like discounts on health insurance and electricity
- Financial wellbeing - the option to choose when you get paid with Earned Wage Access (access part of your already-earned wages without needing to wait for pay day and without credit, interest, or stress)
We have vacancies in our Client Intake Coordinator and Client Administration Support positions within our Client Experience department.
Our Client Intake Coordinator position 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 and website
- 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
Our Client Administration Support position will be working alongside a team of mental health professionals, and assisting with maintaining our high-quality counselling service, you will be:
- Organising counselling and other mental health services for clients of companies we support
- Responding to all inbound enquiries via live chat and text message
- Managing several shared mailboxes and ensuring enquiries are actioned within appropriate timeframes
- Conducting outbound work including co-ordination of services, scheduling appointments and follow-up / administrative duties
- Sourcing and managing crisis call requests escalated from Client Intake Coordinators
- Managing the follow up process and ensuring that clients are linked in for timely support in accordance with our SLA
- Escalating critical cases through to the Client Experience Seniors and Client Experience Manager
- Working with our Affiliate Coordinator to resolve resourcing blackspot areas
- Assisting with rescheduling of clients with internal clinician when required
- Providing support to Wellbeing Services during periods of high demand
- Providing internal clinicians and Clinical Regional Managers with administrative assistance
- Appropriately escalating critical cases through to the Client Experience Manager
- Working alongside our Wellbeing Services Team to manage Critical Incidents, Manager Referrals,, Supervision, and other services as required
The Successful Candidates 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
- 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
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.
Next Steps
Please include a cover letter providing details on your skills, experience and suitability to this role. Please apply only through the Seek portal (only successful candidates will be contacted due to volume of applications). For queries email
Only candidates with the right to work in Australia can be considered for this position and we will not be engaging recruitment agencies for this position.
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Your application will include the following questions:
- Which of the following statements best describes your right to work in Australia?
- How many years\' experience do you have working in a call centre?
- How many years\' experience do you have working in an admin support capacity?
- When are you available to start?
Acacia Connection (Acacia EAP) was established to be a high-quality Employee Assistance Program and workplace support organisation. Connection, as our name describes, is what we do. Connection is the core of our business!
Our mission is simple – to give each customer and client an experience that exceeds expectations in service, quality, and outcomes to make a real difference in people’s lives. We’re searching for individuals who have the resilience and drive required to help us on that path.
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.
Acacia Connection (Acacia EAP) was established to be a high-quality Employee Assistance Program and workplace support organisation. Connection, as our name describes, is what we do. Connection is the core of our business!
Our mission is simple – to give each customer and client an experience that exceeds expectations in service, quality, and outcomes to make a real difference in people’s lives. We’re searching for individuals who have the resilience and drive required to help us on that path.
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.
To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage.
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