Senior CPD Customer Service Support Coordinator

4 dni temu

Poznań, Greater Poland Royal Australian and New Zealand College of Obstetricians and Gynaecologists (RANZCOG) Pełny etat
Senior Customer Service Support Coordinator

Posted: 04/03/2025

Closing Date: 18/03/2025

Job Type: Contract

Location: VIC

Job Category: Administration and Office, Call Centre and Customer Service

About the College:
The Royal Australian and New Zealand College of Obstetricians and Gynaecologists (RANZCOG) is the leading standards body responsible for the training and education of specialists and GP obstetricians in obstetrics and gynaecology in Australia and New Zealand. RANZCOG is committed to the establishment and maintenance of the highest possible standards of practice in women's health and provides programs in training, accreditation and continuing professional development (CPD) that are responsive to the evolving health care needs of women. RANZCOG supports research into women's health and acts as an advocate for women's healthcare by forging productive relationships with individuals, the community and professional organisations, both locally and internationally.

Job Description

This 2-year fixed term contract position is based in our Melbourne office located close to public transport and onsite parking available. The Continual Professional Development (CPD) team is responsible for the continuous improvement in CPD service delivery and user experience and provides frontline customer support by responding to CPD related enquiries and assisting with overdue and audit processes.

Key Responsibilities:

  • Respond to CPD-related enquiries via phone and email, providing clear and professional guidance.
  • Assist in managing CPD overdue process, following up with doctors as needed.
  • Support the CPD audit process, ensuring accuracy and compliance with regulatory standards.
  • Collaborate with relevant teams to improve service delivery and enhance user experience.
  • Liaise with key staff members to develop comprehensive workflow instructions and guides for CPD processes, ensuring clarity and ease of use.
  • Train staff on CPD procedures, enquiry handling, and system navigation.
  • Design, host, and facilitate webinars and other educational resources such as videos for doctors to enhance understanding of CPD requirements.
  • Continuously review and update library of CPD instructions documentation and training materials to reflect changes on the CRM platform, policy changes and best practices.
Desired Skills and Experience

Ko wai koe | About you - Key Selection Criteria

The ideal candidate will have:

  • Extensive customer service experience preferably in a customer-focused organisation, e.g., experience in a call centre or contact centre.
  • Proven evidence of the application of Customer Experience (CX) strategies focused on end-to-end customer journeys to enhance customer satisfaction.
  • Previous experience in writing instructional and educational materials and documentation control.
  • Previous experience in facilitating training sessions - face-to-face and via webinars.
  • Highly developed verbal and written communication skills.
  • Excellent organisational and administrative skills, particularly with respect to accuracy and attention to detail.
  • Demonstrated interpersonal skills and the ability to liaise and communicate effectively with a wide variety of stakeholders, individuals, and groups.
  • Demonstrated ability to work collaboratively in a complex environment.
  • Demonstrated ability to contribute effectively to process and quality improvement.
  • Ability to manage time, priorities and complete tasks and implement new initiatives within strict timeframes and competing demands while maintaining attention to detail.
  • Proficient use of common computer applications, including MS Office.
  • An interest in and commitment to issues concerning women's health, an interest in health education, and a positive attitude towards developing further skills in an educational setting.
  • Demonstrated behavioural capabilities, knowledge and experiences consistent with our Organisational Values.
  • Tertiary qualification in Business Administration or equivalent with at least 3-5 years' work experience in a customer-focused organisation.

Ka whiwhi koe i te aha | What you will get in return

Working at RANZCOG means enjoying a strong sense of purpose and engaging in meaningful work every day. Some of our benefits include:

  • Salary packaging.
  • Flexible and hybrid working conditions.
  • A range of leave options for all that life throws at you.
  • Commitment to wellbeing, inclusion and diversity.

We are proud to be an accredited Great Place to Work in 2024, with a score of 91% We are also recognised as a Work 180 Employer of Choice for Women since 2022 and recently ranked in the top 101 Workplaces for Women across Australia. You can find out more about all of our accreditations on our website

We are dedicated to building a diverse, inclusive, and authentic workplace. We are committed to a culture of diversity and inclusion that embraces and celebrates the differences and similarities within our staff, trainee, and member workforce.

We encourage applications from First Nations, LGBTQIA+, and neurodivergent peoples; as well as parents, carers, people of all ages, abilities, and genders, and people of diverse ethnicity, nationality, and faith.

TO APPLY: When submitting your application, please include your current CV and a cover letter addressing the key selection criteria. You can view the Position Description here or by visiting the College vacancies list on our website.

Applications Close: 18 March 2025 at 11:59 PM (AEDT). Please apply as soon as possible as applications will be shortlisted when they are received, and interviews may commence prior to the closing date.

RANZCOG acknowledges and pays respect to the Traditional Custodians of the lands, waters and communities across Australia, on which our staff live and work, and to their Elders, past, present and future. Sovereignty has never been ceded. It always was and always will be, Aboriginal land. RANZCOG recognises the special status of Māori as tangata whenua in Aotearoa New Zealand and is committed to meeting its obligations as Te Tiriti o Waitangi partners.

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