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. 

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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