Customer Operations Lead (Junior Account Manager)

Customer Operations Lead (Junior Account Manager)

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.

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

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 passionate about people and who seek long term employment.

A great workplace is about people. One where colleagues are happy to see one another, where team members work together toward common goals, and where employees are supportive, engaged, and driven. In short, we’re a positive workplace with a positive team culture.

We are looking for a dedicated Customer Operations Lead (Junior Account Manager) to join our team and provide essential administration support to ensure our services are delivered efficiently and effectively.

But What IS the Job?

The Customer Operations Lead (Junior Account Manager) will assist all members of the Customer Experience team with senior administration duties and SME Account Management functions. Success in this role is measured by the completion of specific duties and responsibilities to achieve the measurable success metrics for the current financial year.

If you have these skills, we’re going to snatch you up!

• Provide senior administration support to the Customer Experience and Business Development teams.
• Handle the Customer Experience Team inbox and respond to customer enquiries.
• Answer inbound calls and transfers related to SME account management.
• Update and maintain all aspects of customer records in Acacia’s database.
• Prepare and send new customer contracts on behalf of Business Development.
• Coordinate and support new business development activities for SME opportunities.
• Onboard new customers, including database setup, portal login, mailing list, welcome email, and collateral.
• Process collateral requests, including stock management and ordering.
• Manage and coordinate Awareness Sessions.
• Prepare and process contract reviews and renewals in collaboration with key stakeholders.
• Generate and distribute customer reports on a monthly basis.
• Generate monthly status updates for tailored fixed fee customers.
• Manage relationships with our White Label partners, including handling all customer enquiries.
• Setup and enter customer contract fee charges.
• Previous experience in account management (highly desirable).
• Experience using a CRM (desirable but not essential).

We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and enthusiastically encourage applications from people with disability, age-inclusive 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.

Please include a cover letter providing details on your skills, experience and suitability to this role. Please apply only through the Seek portal. Only successful applicants will be contacted.

Only candidates with the right to work in Australia can be considered for this position. Please note that we will not be considering recruitment agencies for this position.

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