This is a full-time (or part-time, 4 days a week) hybrid position where some of your days are spent amongst a small friendly team in the office and some days you work from home. On the days you are at the office, you will enjoy modern amenities and FREE secure undercover parking. When you work from home you will have quality equipment and services to support you. If you are looking for a balanced working life, then we would love to hear from you!

About us

The Australian Physiotherapy Association (APA) is the peak body representing the interests of over 31,000 physiotherapists in Australia. It does so by advocating for access to quality physiotherapy services, providing leadership in the wider health landscape, creating lifelong information and learning opportunities for members, and working with stakeholders to support members’ interests.

The APA is proud to have a great working culture and it is underpinned by our values:

Accountability | Excellence | Collaboration | Courage | Respect.

We care about our people. We have great discounts available through our partners. We provide flexibility in hours and extra leave between Christmas and new year. We have CEO awards and more.

About the role

The purpose of the role is to provide members with an engaging and personalised experience and contribute to the ongoing retention and acquisition of members through excellence in service.

As the Member Support Officer, you will provide members with an engaging and personalised experience. You will contribute to the ongoing sustainability of our members through excellence in service.

In this role, you will provide front-line support via telephone & email and respond to inquiries from the APA’s members, consumers, engaged volunteers and other APA staff. You will be required to undertake both inbound and outbound calls and will represent a very diverse and changing range of products & services in the areas of the APA’s member offering, insurance, professional development, advocacy and marketing.

As part of a competent team, you will be responsible for providing a high level of end-to-end customer service that exceeds members’ expectations, as well as completing general administration tasks, such as record keeping and maintaining the database. Excellent communication skills are an essential component of the role, as well as the ability to adapt to new challenges and resolve members’ problems.

Key Accountabilities

• Determine members’ requirements via telephone or electronic communications and respond promptly, as per the APA Member Service Charter.
• Resolve problems through active listening, clarifying issues, identifying and implementing personalised solutions or escalating unresolved problems to leaders, as necessary.
• Identify cross-promotion and up-sell opportunities to promote additional services, products and new member benefits.
• Champion a positive member experience through inbound and outbound call activities by promoting the benefits of membership and supporting other APA services & functions.
• Process membership applications/renewals that are received by phone, email or post within appropriate timeframes.
• Record member interactions and transactions via database.

About you and selection criteria

• Demonstrated skills and experience in customer service excellence, building relationships, problem-solving, multi-tasking and active listening.
• Experience in inbound and some outbound customer service or sales roles.
• Exceptional communication and interpersonal skills with the ability to relate to staff, office bearers and the general membership.
• High level of accuracy and attention to detail.
• Excellent working knowledge of the Microsoft Office suite of programs.
• Experience in a member-based organisation would be an advantage.
• Experience using a customer database.

A full position description is available at https://australian.physio/aboutus/workwithus.

Are you ready to make a difference?

Please forward your resume and a cover letter addressing the selection criteria by clicking the Apply Now button.

If you have any questions please contact [email protected] using the subject line: Member Support Officer enquiry via EthicalJobs.

The APA is a safe and inclusive workplace which values diversity of background, experience and perspective amongst our team members. We welcome all applicants and commit to a fair and equitable recruitment process for all.

The APA honours the richness and importance of Aboriginal and Torres Strait Islander cultures around Australia. We respect the thousands of years of custodianship of the lands on which we work, and we recognise the unique and valuable contribution Aboriginal and Torres Strait Islander team members make to our workplace.

We actively encourage applications from Aboriginal and Torres Strait Islander people.

All candidates must have full Australian Working Rights.

Only those successful in the selection process will be contacted.

A position description is attached.