About us:

The Health Services Union NSW/ACT/QLD is a growing 40,000-member strong union that aims to use its collective power to build a fair and just society through improving conditions for our members in the health and aged care industry. The organisation’s annual turnover is approximately $21m, with an employee base of approximately 110 staff.

We pride ourselves on an ethical decision-making model that prioritises outcomes for working people and their communities rather than a strict bottom line approach.

About the role:

The Primary function of this role is to provide information; support, advice and representation to Members on issue that affect their working lives

The key responsibilities:

• Interacting with Members: taking calls and greeting members in person in response to their needs and concerns. Delivering high-quality member service, listening to members’ requests and working to find the appropriate solution.
• Investigating and Resolving Complaints: Face members complaints, provide solutions. Interact with internal resources to identify the issues, responded to concerns and follow-up with a satisfactory resolution in a timely and effective manner.
• Provide Information: Ongoing education and information to members in regards to the organisation’s benefits, policies and procedures.
• Case Management: Provide sound advice on non-complex dispute resolution as required.

You will have:

• Demonstrated ability to use a PC and related commercial software packages.
• Good interpersonal skills for both internal and external communications and relationships
• Ability to organise, prioritise and perform multiple tasks concurrently
• Contribute to a supportive, open atmosphere and team environment.
• Conflict and problem-solving skills