Wellbeing support advisor

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

The Contact Centre Team Member plays a pivotal role in delivering exceptional customer service to clients seeking health and wellbeing support. This position involves managing service requests, providing accurate and timely information, and ensuring a seamless client experience while upholding the organisation's values. The role also includes maintaining compliance with internal policies, procedures, and quality standards.

Key Accountabilities:

Customer Excellence

• Assist clients with scheduling mental health and wellbeing appointments and providing information about our services as appropriate.
• Deliver information in a timely, courteous, and professional manner and with empathy.
• Maintain a comprehensive understanding of services, including but not limited to:
  • Employee Assistance Program (EAP)
  • Triage Services
  • Management Consultation
  • Critical Incident Support
  • Workplace Support
  • TELUS Health platforms.

Values-Driven Service

• Champion and consistently apply organisational values when interacting with clients, associates, internal staff, and team members.

Task Management

• Complete allocated tasks and projects as assigned by the team leader with accuracy and within required timeframes.

System Proficiency

• Ensure proficient use of all relevant systems and tools to support client and organisational needs.

Complaint and Issue Resolution

• Address and resolve client complaints and issues in accordance with system guidelines and continual improvement processes.

Compliance and Quality Assurance

• Achieve 100% compliance with TELUS Health CAC administration procedures, including staff rosters, bookings, and leave provisions.
• Maintain 100% adherence to Quality Assurance (QA) Policies and Procedures.

Key Attributes:

• Strong interpersonal and communication skills.
• Ability to handle sensitive and confidential information with discretion.
• High level of organisational skills and attention to detail.
• Commitment to continuous learning and professional development.

Qualifications and Experience:

• Previous experience in a contact centre or customer service role is highly desirable.
• Familiarity with health and wellbeing services is advantageous.
• Proficiency in using customer management systems and technology.

Organisational Values: The CAC Team Member is expected to embody and promote the values of the organisation, ensuring all actions and interactions reflect the commitment to integrity, excellence, continual improvement and care for clients and colleagues.

Business Goals

Key Performance Indicators

Client Focus

• 100% adherence with service delivery standards as stipulated by organisation’s contractual requirements and TELUS Health policies.

• Maintains a high level of customer service and is dedicated to meeting the expectations and requirements and contractual obligations of clients and the customer.

• Has the ability to undertake and follow through on a particular task or process.

Communication Skills

• Manages client requests whilst maintaining call quality at a high standard.

• Practices attentive and active listening.

• Has excellent written, verbal and non-verbal communication skills.

Teamwork

• Team oriented approach to work.

• Is cooperative, gaining trust and support of peers

Key Selection Criteria

• Customer service experience.

• Intermediate to advanced computer/keyboard skills including Microsoft Excel, Word, Outlook/email.

• Demonstrates the ability to be understanding and empathetic towards customers

• Excellent written & verbal communication skills.

• Ability to be flexible, and resilient within a shift work environment (8am -6pm NZ time)

• Ability to work autonomously as well as part of a team.

• Highly developed organisational and time management skills.

• Ability to work well under pressure.

• Capacity to deal with complex health matters, whilst maintaining emotional separation from the presenting issue.

Technology

Amazon Connect - telephony

In-house Client Management system – Intake and referral

Nice IEX rostering system - work force management (WFM)

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process. 

The health and safety of our team, customers and communities is paramount to TELUS.  Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.