The Purpose of Position

SMART Recovery Australia is seeking a dynamic and customer-focused individual to join our team as a Customer Experience Coordinator. As the first point of contact between SMART Recovery Australia and various stakeholders, you will play a crucial role in ensuring a positive and seamless experience for SMART trainees, partner organisations, and other stakeholders. This position primarily focuses on data management and providing essential administrative support to facilitate efficient program operations.

Key Responsibilities:

Data Management and Administrative Support

• Effectively manage and maintain data related to program participants, trainees, and partner organisations.
• Coordinate the registration process for SMART trainees and ensure accurate and up-to-date records.
• Provide administrative support to the team, including scheduling meetings, managing calendars, and organising training materials.

Facilitator Support and Communication

• Act as a reliable point of contact for facilitators, offering assistance and addressing any queries or concerns promptly.
• Ensure facilitators receive adequate support as they transition from training to program commencement through clear and consistent communication channels.
• Facilitate smooth communication between facilitators, program coordinators, and other relevant stakeholders.

Stakeholder Engagement

• Maintain positive relationships with partner organisations, responding to their inquiries and fostering collaboration.
• Engage with program participants and stakeholders to gather feedback, identify areas for improvement, and ensure a high level of customer satisfaction.
• Assist in organising events and initiatives to promote SMART Recovery Australia's programs and services.

Process Improvement

• Continuously assess existing processes and propose enhancements to streamline workflows and improve overall program efficiency.
• Collaborate with team members to implement best practices and achieve operational excellence.

Main Responsibilities

• Reception for all phone enquiries
• Logistics for Training - sending training materials, booking venues and catering
• Tracking, packaging and distribution of manuals
• Compiling and sending e-communications
• Research Advisory Committee Minutes
• Post-Training administrative support for Facilitators
• Data entry into CRM Hubspot and Monday.com
• Meeting Room booking management
• Ordering stock from suppliers

Additional Information

• This position is a support, operations, and coordination role

Competency Profile

The skills/competencies required to fulfil this role are set out below:

Essential criteria:

• Strong experience in office coordination and administrative support
• Experience with Customer Relationship Management System, preferably Hubspot
• Knowledge and/or exposure within health field
• Express excellent customer service skills (written and verbal)
• Demonstrate high level proficiency in office technology including Google Suite
• Confidence in working independently, and as part of a small team.

Desirable Criteria:

• Hold an appropriate qualification
• Have worked with Monday.com, Hubspot, Xero
• Have awareness of the alcohol and other drugs, addictions and mental health fields
• Experience in paid or voluntary work for a Not-for-Profit organisation.
• Familiarity with event management systems, preferably Arlo.
• Familiarity with content management systems

Relationships

• Reporting to and supporting the Customer Experience Manager

• Other key internal relationships will include the CEO, National Trainers and Program Managers, Customer Support Coordinator
• Key external relationships include trainees, facilitators, participants, suppliers and partner organisations