Client Administration Support – Client Experience team

Acacia Connection is an Employee Assistance provider that is making a difference to the lives of thousands of employees and their immediate families in the area of mental health. We provide high quality exceptional counselling services and assistance to individuals who have personal and/or work-related issues that may impact their wellbeing work performance safety individual and workplace morale and psychological health.

Are you a dynamic individual with a passion for providing exceptional administrative support We are looking for a new member to join our Brisbane team and enhance our client experience functions.

Engage in impactful work while thriving in a team-oriented and encouraging atmosphere.

What We Offer:

• Meaningful work within a supportive team what we do matters! We make a REAL difference in peoples lives
• Inclusive open and supportive workplace culture with a genuine commitment to diversity and inclusion
• Comprehensive training and education including access to a suite of over 100000 learning modules
• Opportunities for growth and development with training programs mentorship career pathing cross-functional projects a feedback culture and more!
• Earn purchase-points to spend in the benefits store and cashback on everyday purchases (shop exclusive offers from 1000s of retailers)
• Access to amazing perks like discounts on health insurance and electricity
• Financial wellbeing the option to choose when you get paid with Earned Wage Access (access part of your already-earned wages without needing to wait for pay day and without credit interest or stress)

The Role:

• Organising counselling and other mental health services for clients of companies we support
• Managing several shared mailboxes and ensuring enquiries are actioned within appropriate timeframes
• Conducting outbound work including co-ordination of services scheduling appointments and follow-up / administrative duties
• Sourcing and managing crisis call requests escalated from Client Intake Coordinators
• Managing the follow up process and ensuring that clients are linked in for timely support in accordance with our SLA
• Appropriately escalating critical cases through to the Head of Client Experience
• Working with our Affiliate Coordinator to resolve resourcing blackspot areas
• Assisting with rescheduling of clients with internal clinician when required
• Providing support to Wellbeing Services during periods of high demand
• Providing internal clinicians and Clinical Regional Managers with administrative assistance
• Working alongside our Wellbeing Services Team to manage Critical Incidents Manager Referrals Supervision and other services as required

The Successful Candidate Will Possess:

• Previous experience in a fast-paced administrative environment
• Strong customer service focus
• Excellent attention to detail
• Exceptional time management skills and the ability to work under pressure managing multiple projects
• Good understanding of databases and Microsoft programs
• Self-motivated with the ability to work unsupervised and as part of a team
• Professional attitude and friendly phone manner are essential
• Positive can-do attitude

At Acacia EAP we value inclusiveness excellence resilience integrity and innovation. These values are entrenched in the work we do and how we conduct our business. We want to work with people who are and who seek long term employment.

We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and enthusiastically encourage applications from people with disability people in varying age demographics people that identify as LGBTQIA and people from culturally and linguistically diverse backgrounds. Your unique experiences and perspectives will enrich our team and contribute to our collective success.

If you are ready to make a difference and be part of a supportive and dynamic team we would love to hear from you! Apply now to join us as a Client Administrative Support specialist.

Please include a cover letter providing details on your skills experience and suitability to this role. Please apply only through the Seek portal.

For queries email

Only candidates with the right to work in Australia can be considered for this position.

Please note that we will not be engaging recruitment agencies for this position