Nicola Silver Email & Phone Number

This role entails ongoing maintenance of our Knowledge Management System (KMS), facilitating collaboration between stakeholders and optimising Contact Centre processes to enhance client satisfaction.Key responsibilities include:• Facilitating key changes to existing procedures and implementing new processes, ensuring that these are communicated effectively to staff.• Liaise and negotiate with internal stakeholders to ensure that proposed workflows involving the Contact Centre will ensure best client care without negatively impacting either party.• Escalation point for all Contact Centre process support and feedback for ongoing improvement.

Creation of an annual calendar of training requirements and ability to adapt to include ad-hoc requirements. Creation and upkeep of skills matrix to identify areas where refresher training may be required to ensure high level of compliance within Contact Centre staff. Supervise, guide and support new recruits within the Contact Centre during their embedding weeks. Ongoing evaluation of training packages. Maintain training records and competency assessments for all education modules. Produce effective written and verbal reports regarding staff attending training to support Team Leaders following training.

Providing first point resolution for subject related queries to all Contact Centre Representatives.Handling of error reports and assessing Contact Centre call quality.Responding to and empathically resolving staff and client concerns and complaints.Maintaining a safe work environment and providing supervision of staff in the Contact Centre.Assisting staff and care providers in data entry and use of ComCare program for client records.Handling mailbox and email follow up.

Osborne Park

Providing quality customer service in assisting client telephone enquiries regarding their care.Liaising with other health professionals and companies to provide an excellent, multidisciplinary approach to client's care.Responding to and empathically resolving client concerns and complaints.Taking payments and donations over the phone and assisting in client account queries.Recording client and staff incidents on a Feedback and Incident Management System and diverting staff to an Early Intervention program as required as per OSH requirements for a safe work environment.Assisting staff and care providers in data entry and use of ComCare program for client records.Meeting KPIs in client call quality and maintaining outstanding service levels.

Beldon

Providing excellent customer service and assisting in resolving customer complaints.Taking food orders and handling cash at the restaurant counter and drive-through windows.Preparing drinks and desserts, occasionally making burgers and other foods.Maintaining a clean and safe workspace and restaurant in accordance with OSH standards.

Osborne Park, Perth

Relief reception work (including answering calls, processing payments for invoices, assisting with mail collection and distribution, writing up letters and other client correspondence).Scanning documents onto the database for our records.Creating, filing away, archiving and destroying client files as necessary.General house-keeping and maintaining cleanliness of my personal work space and communal kitchen and meeting rooms.Setting up board room for meetings and team training.Ordering stock for stationary and stocking kitchen supplies.Assisting in management of Client ASIC Company Statements.

Whitfords

Providing excellent customer service and assisting in resolving customer complaints.Taking food orders and handling cash at the restaurant counter and drive-through windows.Preparing drinks and desserts, occasionally making burgers and other foods.Maintaining a clean and safe workspace and restaurant in accordance with OSH standards.

Bachelor'S Degree, Counselling With A Major In Addiction Studies

Wa Certificate Of Education (Wace)