Michelle McCormack

Role: Preliminary point of contact and critical support for candidates, hiring managers, internal human resources and stakeholders to provide a seamless onboarding experience for federal government employees.

Duties:

• Processing documentation for Pre-Employment Checks, including National Criminal History Checks.
• Emailing and receiving onboarding candidate forms and processing with accuracy.
• Creating Letters of Offer for successful candidates.
• Updating commencement and probation spreadsheets accordingly.
• Triaging emails in the inbox.
• Liaise with candidates and various stakeholders to ensure a smooth transition for all new employees into the workplace.
• Undertake additional duties to assist the senior members of the onboarding team with end-to-end onboarding processes.
• Support and facilitate training to new staff members in the onboarding team.

Role: Lead, manage, develop and guide a team of both call centre and processing staff in their day to day operations to ensure a simple, helpful, respectful and transparent service.

Duties:

• Manage and support teams of staff, including manage performance, attendance, resource and roster allocation, developing staff capability, setting priorities and supporting the health and wellbeing of staff members.
• Engage and collaborate with a range of key internal and external stakeholders to implement new service delivery policy, programs and procedures.
• Manage and escalate issues that adversely impact on policy, performance and service, including disaster/emergency situations, customer complaints, issues and staff incidents.
• Analyse and report on the achievement of business outcomes, provide expert advise and contribute to planning activities.
• Provide feedback to staff to improve quality, consistency and accuracy of decision making and look for new ways to provide excellent service.

Role: Assist customers across a range of payments, programs and services across various channels including telephony and processing options to deliver integrated and connected services that meet customer needs.

Duties:

• Provide exceptional customer service support at first point of contact, to determine and make payments to customers.
• Supporting customers by directing them to appropriate service channels, completing enquiries at first contact, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility needs, and escalating potential issues to the leadership team.
• Helping customers build their digital skills across a range of platforms, payments, programs and services.
• Improving customers ability to navigate and self manage their payments and services. Helping customers understand legislation, policy, procedures, payments and services administered by the Agency.
• Undertaking or participating in assessments and quality assurance activities to ensure payments are accurately delivered to customers.
• Reviewing agency data sources and checking for payment correctness.
• Providing on-the-job support to colleagues and working collaboratively in a team environment.
• Facilitate training and support the upskilling of new/current staff members.

Role: Greet and direct members, guests and staff as they enter the gym, provide assistance to members along with inquiries about gym operations and policies along with speak with clients about their fitness goals and process gym memberships.

Duties:

• Greet clients and ensure are warm and welcoming atmosphere.
• Taking phone calls, answering to questions, handling correspondence, and keeping the reception area clean and well-organized.
• Sell and tailor services and solutions that the company offers to clients.
• Maintain and grow a strong client base.
• Find new business opportunities and maintain a healthy pipeline for future deals.
• Respond to new and current client base regarding complaints and service enquiries.
• Be a “brand ambassador” that represents the company's brand and values.