Support Coordinator

at  Nib Health Funds

Let’s talk about who we are
The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.
We’re looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We’re committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.
Let’s talk about diversity, equity and inclusion
We embrace a flexible working environment and welcome candidates that reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ as well as culturally diverse community members to apply for open roles.
nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at nibemployment @ nib.com.au.
Let’s talk about this role
Your new position as Support Coordinator will see you provide operational and administrative support to the contact centre teams, leaders and managers by centralising real-time and technical support, performing administrative and communication tasks, and supporting employee onboarding and offboarding processes.
In addition, this full-time role will see you responsible for analysing individual and channel-based performance and providing insights and recommendations for improvement.

More specifically, you will:

• Monitor call queues and provide insight to operational leaders to optimise contact centre performance
• Coordinate and implement business and administrative assignments as requested
• Prepare reporting & analysis with performance statistics and metrics
• Accurately approve all timesheet entries within appropriate business timeframes
• Supports onboarding and offboarding processing

Let’s talk about you

To be successful in this role you will possess:

• Proven expertise in Contact Center Operations and Real-Time Management
• Previous experience coordinating and managing multiple work streams simultaneously
• Strong multitasking abilities with a focus on detail and adherence to deadlines
• Excellent communication skills
• Quick learning capability and knowledge retention
• Intermediate to expert proficiency in MS Office
• Ability to work both independently and collaboratively to achieve results

Experience in amazon connect, Alvaria workforce management and Outbound dialler systems highly regarded.
This role will require you to attend the office at least once a week.
At nib, we recognise that some people may only apply when their education, skills and/or experiences are identical to what an employer is looking for in a candidate. We’re always on the lookout for curious individuals who will add to the culture at nib Group - so if this role resonates with you, please apply!
Let’s talk about working at nib
Our hybrid working approach means our employees work outside of the office for most of the time. Our hubs offer workspaces to connect and collaborate on events, meetings, or activities.
To help our employees embrace working outside of the office, we provide financial support to set up and maintain their home workspace. nib’s approach to flexibility is focused on personalisation and giving our employees choice - not only in where they work, but also when and how.

Other benefits to support you at work (and play) include:

• Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance
• The opportunity to give back to the community through paid leave for volunteering through nib Foundation
• Support your better health - whatever that looks for you - through our nib Well Program and corporate fitness discounts
• Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits
• Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print
All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

• Proven expertise in Contact Center Operations and Real-Time Management
• Previous experience coordinating and managing multiple work streams simultaneously
• Strong multitasking abilities with a focus on detail and adherence to deadlines
• Excellent communication skills
• Quick learning capability and knowledge retention
• Intermediate to expert proficiency in MS Office
• Ability to work both independently and collaboratively to achieve result