Enabling Partner - Customer Engagement

About Chorus

Chorus is a WA-based organisation with close to 1000 team members and volunteers who support seniors, people on the mental health recovery journey, and those living with a disability. Our purpose is to enable people to live the life they choose at home and in the community. We’ve designed a structure that focuses less on management and hierarchy and more on the things that matter - relationships, customers, and communities! Our network of small local teams enables Chorus people to be more connected to each other and feel a sense of belonging.

Customer Engagement Squad Purpose:

• To enable customers and members of the community to connect with the person or team within Chorus that can assist them.

• We enable locals to respond quickly and confidently when customer or families reach out to us.

• We enable locals to guide customers through funding and referrals processes with clarify and care.

• We enable locals to set up services smoothly by completing agreements, payments, and onboarding with transparency and support.

• We enable locals to maintain strong relationships with their customers by gathering feedback, identifying improvements opportunities, and maintaining customer records.

Responsibilities of a member of the Customer Engagement Team: -

• To manage Chorus’ central connection points with customer including:

o Central Phone Q’s and Voicemails daily.

o Transferring of calls to locals

o Hello@Chorus.org.au Inbox daily

o Chorus Customer App (coming soon)

o Physical Mail (If at Carlisle office)

• Effectively respond to customer questions, enquiries, and concerns: -

o Timely response to cancellation/suspension of services

o Timely response for changes to scheduled services

o Timely response of customer requesting extra (HM Windows/DA), (existing customers ONLY)

o Timely response to locals advising of messages received from customers, when required for call back.

o Accounts queries/questions and payment, follow up with local if required.

o Transport Bookings (As requested), St Johns, and CHSP Community Transport.

o Listening to the customers conversation, with regards to their requests.

o Assisting new potential customers to identify of our capacity within the required local, whilst the portals are closed.

o Transferring all Meals calls related to Chorus Meals to local Albany or Palmyra

Accurately complete customer notes in a timely manner. (if the conversation is not documented, it never happened).

• Facilitate the effective collection and recording of customer feedback on Intranet portal. (Complaints, Compliments)

• Working within your Team Agreement

• Communicating with the Team on Teams, 8x8 and other platforms

• Shared understanding of advocacy within the locals and the community

• Knowledge of Sandwai, Trello, Wise and Microsoft programmes.

• Ad hoc projects when required.

• Attend to Team Meetings and share your wisdom

This is what you will need:

Great communication skills which you will use to interact with a diverse range of customers, their families, carers, community agencies, and other professionals

Enthusiastic and engaging with customers

Understanding of professional boundaries and privacy and confidentiality issues

Ability to work independently, as well as part of a team

Good written communication, computer & mobile device skills

A proactive approach to the safety and well-being of yourself and your customers

Current driver's license with no restrictions

NDIS Worker Screening Check (or willingness to apply for one prior to commencing employment)

Current First Aid Certificate with 12 months or less currency (or willing to apply)

The role will require coverage for Out of Hours availability, with a roster across:

Weekdays approximately between 6:00am - 9:30pm

Weekends approximately between 7:00am – 1:00pm

Interested in working with us?

Please submit your application online, including your current résumé.

Shortlisting will commence immediately.

Chorus is an equal opportunity employer. Applicants from a variety of cultural and linguistic origins, as well as Aboriginal and Torres Strait Islander people, LGBTQIA+ persons, and those with disabilities, are encouraged to apply.