Job Openings >> Services Representative
Services Representative
Title:Services Representative
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 Service Representative to assist our talented Service Delivery team on operational, technical and customer service delivery.

Our Service Representative will report to our Customer Engagement Manager. While this role begins as a contingency placement, there is opportunity to extend to full time placement.

General Responsibilities Include:

  • Assisting clients with LifeWorks service requests for appointments, support and information in a timely, courteous and professional manner.
  • Ensuring excellent knowledge and understanding of LifeWorks services including EAP, Triage, Manager Hotline, Critical Incident, EAP+ and Springboard requests.
  • Maintaining and applying the organisational values when dealing with clients, associates, internal staff and team members.
  • Completing allocated tasks and projects assigned by the team leader accurately and within the required timeframes.
  • Accurately entering, updating and maintaining client information on the OCMS database system.
  • Ensuring all complaints/issues are undertaken according to the Business Improvement Client Management (BICM) system guidelines and processes.
  • 100% compliance with LifeWorks and NCC administration procedures (e.g. staff roster, bookings, leave provisions, etc).
  • 100% compliance with QA policy and Procedures. Continuous Improvement.
  • Attend individual & group supervision as required.
  • Participate in team monthly meetings.
  • Attend staff development training days.
  • Identify operational difficulties as they arise and consult with team leader/manager to achieve best solutions or complete the BICM procedure.
  • Familiarity with relevant legislation (eg, Privacy Act, FOI etc).
  • 100% compliance with LifeWorks and NCC administration procedures.
  • 100% compliance with QA policy and Procedures.

Key Selection Criteria Mandatory:

  • 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.
  • Ability to be resilient and reliable in high stress situations.
  • Appropriate tertiary qualification (or equivalent) or experience in a counselling or helping area, desirable.

Key Result Areas:

Client focus:

  • 100% adherence with service delivery standards as stipulated by organisation’s contractual requirements and LifeWorks policies.
  • Maintains a high level of customer service and is dedicated to meeting the expectations and requirements of clients.
  • Has the ability to undertake and follow through on a particular task or process.
  • Has the ability to maintain calm when dealing with high stress at risk clients.

Communication skills:

  • Manages client requests whilst maintaining call quality at a high standard.
  • Practices attentive and active listening.
  • Has excellent written, verbal and non-verbal communication skills.

Technical skills and learning:

  • Has the appropriate functional and computer knowledge to carry out the role at a high level of accomplishment.
  • Has the ability to ascertain all correct information from clientele.
  • Has the ability to learn and exercise the essential components of the Service Representatives duties within the probationary period.
  • Strive to meet and exceed the agreed individual KPI’s.

Time management:

  • Highly developed organisational skills with the ability to prioritise and complete tasks within a timely fashion.
  • The ability to successfully complete tasks with great attention to detail.
  • Able to adhere to set break/start times.

Team player:

  • Team oriented approach to work.
  • Is cooperative, gaining trust and support of peers.
  • Is able to consistently adhere to roster timetables to meet business requirements.

Problem solving:

  • Is able to effectively problem solve and achieve positive solutions.
  • Works well under pressure.

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