Meaningful purpose, passionate people & a supportive culture. Full Time Permanent role, with a flex approach to WFH. Support work that matters for your community and those affected by cancer while working for a leading NFP.
About us
Cancer Council NSW (CCNSW) is a community funded and focused not for profit. We are the largest cancer charity in NSW and our point of difference is that we work across every area of every cancer, from research right through to support.
CCNSW is an inclusive place to volunteer and work. We embrace diversity, celebrate our differences, and inspire each person to be their authentic self at work. As we strive to represent the communities we serve, we welcome and actively encourage applications from Aboriginal and Torres Strait Islander people and other diverse groups.
About the team
This role sits within the Client Experience, Client Services team. This team provides phone-based service delivery to people affected by cancer, ensuring their practical, legal and financial needs are met with appropriate support services throughout their cancer trajectory.
Our head office is in Woolloomooloo, however, we will consider candidates from across NSW who can work efficiently and effectively from home.
About the role
In the Client Service Coordinator role, you will be part of a small team who are the central contact point for clients receiving cancer information and support services. You will ensure a seamless flow of inbound and outbound calls, provide accurate and knowledgeable information about our services, assess eligibility for services, and ensure our clients' practical, legal, financial and psychosocial needs are met.
The role involves highly rewarding service delivery where you will be required to think on your feet, display empathy, problem solve complex cases, and navigate clients through the various steps to receive much needed support services. You will be collaborative and enjoy working in a team with a culture of continuous improvement and service excellence.
Key responsibilities:
- Provide high quality, efficient day-to-day customer service over the phone to people affected by cancer and ensure their practical, legal, and financial needs are met through the delivery of Cancer Council's support services.
- Accurately record client communications and ensure data integrity in our client relationship management system (CRM)
- Provide high quality, timely information and education to external health professionals on the scope of services and service delivery timeframes and processes
- Demonstrate a client centric culture by actively working to improve our understanding of client needs and enhance the client experience across our staff and services
About you
With an ability to adapt and tailor your approach, excellent verbal and written communication skills will be essential, along with:
- 2+ years' experience working in a customer service role or related industry
- Skills and experience in communicating over the phone, preferably with vulnerable clients
- Ability to work independently and as a part of a team
- Capacity to take initiative, problem solve and adapt priorities as required
- Demonstrated ability to work effectively with a range of stakeholders
- Ability to work in an agile manner and provide support where needed
- Basic knowledge of, or interest in, oncology, cancer services and the needs of persons affected by cancer, would be advantageous
About the benefits
- Work for purpose and know that your work fosters an engaged, diverse and culturally aware organisation.
- Access to flexible work arrangements including a balanced approach to WFH and office.
- Generous salary packaging options that can increase your take home pay by paying certain expenses using pre-tax dollars up to $15,900 a year.
- Additional performance-based leave available.
- Discounts available for everyday expenses such as private health, retail and fitness.
