Job Openings >> EAP Services Coordinator
EAP Services Coordinator
Title:EAP Services Coordinator
Department:Client Services
Location:Melbourne, VIC

LifeWorks, a Morneau Shepell Company, helps employees feel loved by supporting, connecting, recognising, rewarding and guiding them on their well-being journey. And we know that motivated, engaged and productive employees deliver immediate results.

Our unified well-being platform focuses on transforming total well-being across employee assistance, rewards & recognition, HR communications & community, perks & savings and wellness.

LifeWorks is seeking a dedicated EAP (employee assistance program) Services Coordinator to assist our talented Service Delivery team on administrative, customer service and general business support.

Our EAP Services Coordinator will report to our Service Delivery Team Leader. While this role begins as a contingency placement, there is opportunity to extend to full time placement.

Key Selection Criteria:

  • Customer service experience.
  • Intermediate to advanced computer/keyboard skills including Microsoft Excel, Word, Outlook/email.
  • Demonstrates the ability to be understanding and empathetic towards client issues.
  • Excellent written & verbal communication skills.
  • Ability to be flexible, and resilient within a shift work environment.
  • Ability to work autonomously as well as part of a team.
  • Highly developed organisational and time management skills.
  • Ability to work well under pressure.
  • Appropriate professional appearance and corporate attire.
  • Assisting external clients with LifeWorks service requests for appointments, support and information in a timely, courteous and professional manner.
  • Assisting and directing internal stakeholders of LifeWorks with day to day business queries.
  • Provide administrative support for the National Call Centre staff.
  • Ensuring excellent knowledge and understanding of LifeWorks processes.
  • Improvement of information and business processes in line with the overall LifeWorks mission.
  • Maintaining and applying the organisational values when dealing with clients, associates, internal staff and team members.
  • Maintaining and responding to email queries directed to shared inboxes.
  • Completing allocated tasks and projects assigned by the team leader accurately and within the required timeframes.
  • 100% compliance with LifeWorks administration procedures (e.g. staff rosters, leave provisions, etc.)
  • 100% compliance with QA policy and procedures.  
  • Asset Management (placement, return & recovery).
  • Software license management.
  • Hardware (purchasing, distribution, removal).
  • Communication with Employees on behalf of United Health Group IT.
  • Local technical IT support (outside of the UHG Helpdesk requirement).
  • Other tasks outlined in Global BSL guidelines Springboard.
  • Coordination of all APAC Springboard requests.
  • Assisting with invoicing and data management related to Springboards Office Management.
  • Maintain stationary, office equipment and kitchen supplies.
  • Building maintenance requirements.
  • Security and pass access.
  • Reception duties as required.
  • Other tasks as required by LifeWorks.

Business Goals Key Performance Indicators:

  • Achieve a 24-hour response for external client queries for all inboxes maintained by LifeWorks.
  • Achieve a 48-hour response for internal clients queries for all inboxes maintained by LifeWorks.
  • 90% one touch resolution for external client queries maintained by LifeWorks.
  • 8 contacts per hour (phone or email)
  • Aim to ensure that all team members are sharing the workload of the LifeWorks Team equally and fairly.
  • Automation of current business processes.
  • Successfully deliver one project as outlined by manager.
  • 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.
Team Work:
  • Demonstrate team work by sharing in responsibility, assisting others, being proactive and supporting others in the team.
  • Understanding that team work is critical to the success of the business and the success of the LifeWorks team and that no individual is bigger than the team.
  • Goes out of their way to help team mates and understands that this does not only mean within the LifeWorks Service Delivery team, but extends to the wider LifeWorks community.
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