About Learning Links

Learning Links is an organisation with an almost 50-year history helping families and children with learning difficulties. We are a growing organisation responding to the changing market environment to deliver evidence based high-quality services in literacy, numeracy, speech and occupational therapies, assessments and counselling. We are driven by continuous improvement, strategic growth and building on our previous successes.

About You:

You are a mature, sensible person with a flexible, can-do attitude who can work well in a high pressure, fast paced call-centre environment. You always ensure that tasks are completed with precision in a timely manner and can adapt easily to change.

About the Role:

As a pivotal member of the Customer Care and Intake team, in addition to the exceptional customer service you will provide to our families and stakeholders, you will engage, assess, screen, and allocate customers to receive Education Support, Speech Therapy, Occupational Therapy, Psychology, group programs, professional learning, and other related services. It is this interaction which sets the tone for how we work together with our clients.

This is a permanent part time role for 25 hours per week Monday to Friday or Monday to Thursday.

The ability to adjust these hours to support team members on leave may be required from time to time. Additional hours may include hours during the school term.

Responsibilities will include:

• Provide customer care for new and existing clients including, managing enquiries, scheduling bookings, managing waitlists, exiting customers, and providing general advice.
• Manage the end to end customer process for individual clients, services provided in schools, and the provision of professional development for other organisations and individuals.
• Manage the end to end customer process for government funded initiatives including utilisation of specialist portals and providing support to staff to ensure processes are completed in accordance with requirements.
• Communicate all changes in bookings to the team, and customers in an efficient manner.
• Accurately record all customer related information using the information systems provided.

Essential Selection Criteria:

• At least 3 years’ experience in customer centred role in a call-centre environment;
• Exceptional customer service & people skills with a strong ability to effectively manage client conversations to achieve outcomes;
• Demonstrated high level of proficiency and initiative in scheduling people and resources;
• Demonstrated high level ability to accurately and efficiently plan, execute and record complex administrative tasks;
• Demonstrated time management and organisational skills with ability to manage and prioritise own workload and competing priorities in a busy work environment;
• Effectively and harmoniously work in a team environment;
• Excellent verbal and interpersonal communication skills; and
• Demonstrate an effective understanding and use of multiple IT platforms e.g. Salesforce, word, excel and outlook.

Our Benefits

Our range of benefits ensure that working for Learning Links will be a mutually satisfying experience. As a Charity you can take advantage of salary packaging where you can access up to $15,900 tax-free as part of your total remuneration package. Other benefits include:

• Workplace flexibility supporting work life balance;
• Ongoing professional development; and
• Access to a free Employee Assistance Program.
• Living our values recognition program.

For further information and a Position Description see attachment below or visit the careers page of our website www.learninglinks.org.au.

Anticipated Timeframe

The role is available immediately, but we will wait for the right person. A thorough orientation and induction will be provided upon commencement.

We are a child safe organisation. Successful applicants will be required to obtain a satisfactory police background check before we can make an offer of employment.