• Work with Customer Service Centre team delivering an exceptional customer experience to clients with mental ill health
• Permanent role | Full time
• Hybrid – Mind corporate office in Burnley & WFH 

Mind strongly encourages applications from Aboriginal and Torres Strait Islander Peoples, people with a lived experience of mental ill health and recovery, and applicants from all cultures, genders, sexualities, bodies, abilities, spiritualities, ages and backgrounds. 

Mind Australia is one of the country’s leading community-managed specialist mental health service providers with a range of residential, mobile outreach, centre based and online services. We have been supporting people living with the day-to-day impacts of mental illness, as well as their families, friends and carers for over 45 years. 

We provide practical and motivational support that helps people to develop the skills they need to move on, thrive and improve the quality of their lives. It’s an approach to mental health and wellbeing that looks at the whole person in the context of their daily life. Mind is committed to diversity and social inclusion.

About the role

The Customer Service Centre is a multi-functional business unit that provides a range of specialised customer and administrative services including centralised intake, managing client enquires, facilitating referrals, and family and carer support. The Customer Service Centre team works collaboratively with clients, families, carers, service providers, clinical partners and stakeholders to ensure a timely customer experience and high quality person-centred services are delivered.

We are seeking a self-motivated, compassionate Customer Service Centre Representative for a permanent, full time opportunity to work alongside a dynamic team in the Burnley area. Acting as the first point of contact, you will support stakeholders, clients, families and carers by delivering customer service and specialised administrative support triaging and responding to phone, email and website enquiries, providing information and promoting referrals to internal or external services. 

Key responsibilities

• Triage and respond to enquiries, provide information, complete clients assessments and facilitate referrals to services.
• Deliver timely, accurate data entry and analysis, create and maintain client files, and perform administrative and reporting tasks.
• Encourage clients to make linkages and build networks with families and carers, service providers and the community.
• Collaborate with a range of services, stakeholders and the community to ensure a co-ordinated, integrated response to the client’s recovery goals. 

What you’ll bring

• Tertiary qualifications (minimum Certificate IV) in Mental Health, Psychology, Social Work, Occupational Therapy or other health-related field.
• Proven experience in a specialist administrative or call centre role with understanding of the Community Services, Mental Health, Housing, Healthcare or Government sectors is highly desirable.
• Expertise in working with people with mental health issues, complex needs and interacting with families and carers.
• Demonstrated understanding of the Community Services sector and ability to build strong relationships with service providers and stakeholders. 

Benefits

• Salary packaging up to $15,899 p.a. allows you to allocate a portion of your pre-tax income to cover living expenses (e.g. rent, mortgage, child care, car leasing expenses etc.)
• Generous leave entitlements including 8 weeks paid parental leave, 17.5% annual leave loading, and Monthly Accumulated Day off (Full time employees).
• Access to our Employee Assistance Program (EAP), provided by Converge International, for you and your immediate family members.
• Learning, development and career opportunities. 

Interested?

To obtain a position description and apply online click Apply Now to visit Mind Careers - reference number 494773. Please contact the person below for more information. 

MJ Macedonio, Customer Service Centre Business Manager

[email protected] 

The successful applicant is required to complete comprehensive reference and background checking prior to employment, including a Working with Children Check, NDIS Workers Screening Check and the ability to obtain vaccinations against COVID-19.