• Reports to: Program Delivery Coordinator
  
• Location: Newcastle, NSW, Australia
  
• Position: Type: Full-Time, In-Office

We are LivingWorks – the world’s leading suicide prevention and intervention training company. We believe that suicide can be preventable, and everyone can play a role in building suicide-safer communities.

MANDATE

The Program Delivery Administrator/Customer Relations Administrator reports to the Program Delivery Coordinator (Australia) and communicates with clients, trainers, and colleagues to ensure successful customer service and training delivery in their zone. Successful training delivery means coordinating and managing logistics, registration, confirmation, surveys, reporting, and quality assessments for each training event, as defined by the LivingWorks Delivery and Training Management System.

As the first point of contact for LivingWorks, this role has excellent written and verbal communication. They efficiently answer and direct all incoming phone calls and emails. While highly organized and efficient in their work, they also possess a strong sales mentality, seeing every interaction as an opportunity.

ACCOUNTABILITIES

Program Delivery Administrator 70%

• Deliver exceptional customer service to internal and external customers through timely, clear, and professional communication.
• Liaise with Development using Salesforce to ensure that contracts are signed prior to delivery of training.
• Maintain comprehensive records of training events and all related documents within Salesforce (CRM).
• Create training events to support Training for Trainers (T4T) Candidate registrations, feedback, and electronic certificates.
• Provide Trainers and participants with necessary training event information to support successful training experience.
• Coordinate Travel and Accommodation for Trainers for training events as per the LivingWorks Travel Policy.
• Liaise with Regional Training Managers (RTM) for Trainers for Hosted Workshops.
• Liaise with the Manager of Program Delivery for staffing Training for Trainers (T4T)
• Ensure that venue requirements meet standards for each training event.
• Track registrations to ensure event viability and inform Development when non-compliant.
• Coordinate with shipping to ensure cost-effective and timely delivery of materials for training events.
• Ensure that the host organization is invoiced for the training event and collaborate with the finance team to ensure Trainer compensation.
• Ensure that post workshop processes are followed with relevant information recorded and documents filed.
• Liaise with the host organization to coordinate event requirements (meeting space, food/beverage, access, etc.).
• Ensure the completion of the Site Checklist by the organization and share it with the training team.
• Reasonable and flexible duties as requested.

Customer Relations Administrator 30%

• Monitor, manage and route incoming phone calls and emails (received to the LivingWorks AUS shared email accounts) to the appropriate LivingWorks teams and team members.
• Efficient inquiry direction and ability to answer basic questions for each department.
• Respond to inquiries, inbound sales leads, with delegation of requests to appropriate Development team members.
• Offer administrative support for online training, including learner enrollments, as required.
• Escalating problems when necessary.
• Maintaining a physical presence at the LivingWorks Newcastle office/training center with responsibilities for
  • Greeting Walkins and 3rd Party Service Providers (utility access, plant service, etc.).
  • Maintain and monitor LivingWorks security and privacy processes.
  • Supporting in person training events held in the Newcastle training spaces.
  • Assisting with Newcastle office duties including receiving and handling post and maintaining the kitchen and meeting rooms, including general cleanup and plant care.
  • Check-out and check-in of office keys.
• Reasonable and flexible duties as requested.

QUALIFICATIONS: Education and Experience

• A diploma or certificate in a relevant field of study with a minimum of five (5) years’ experience in a related field.

Competencies and Attributes

• Thrive when working independently, driven by a sense of self-motivation.
• Demonstrated exceptional organisation and time management skills.
• Ability to maintain current and accurate documentation of multiple, concurrent projects with multiple processes within those projects.
• Demonstrated exceptional customer service skills.
• Excellent verbal and written communication skills.
• Strong listening skills.
• Foresight for streamlining/improving processes.
• Agility to engage and collaborate with multiple stakeholders.
• Advanced level knowledge of Microsoft Office Suite.
• Experience working with a CRM is considered an asset.