Join us as a Member Engagement Officer where your passion for delivering exceptional service will see you thrive in this member-focused role!
Based in Canberra and reporting to the Membership Experience Manager, this role will engage proactively with both members and non-members, informing individuals about our services, processing renewals and purchases. Your insights will be essential in reviewing and improving existing products and services, ensuring we deliver maximum value to our members.
By promoting membership growth and upholding the PSA Constitution and Membership Business Rules, you will help maintain PSA's status as the peak national professional body for pharmacists, supporting the evolution and stability of the pharmacy industry.
This role would ideally suit candidates with previous experience as a pharmacy assistant or in a customer service centre.
About the role: Implement strategies to attract new members to PSA and retain existing members. Monitor membership trends and identify opportunities for growth and increased engagement. Address customer inquiries and concerns promptly and professionally. Collect and analyse customer feedback to identify areas for improvement. Prepare reports on findings and suggest enhancements to products and services. Provide insights on existing offerings to ensure they meet member needs. Deliver superior service to members and non-members through inbound and outbound communication, promoting membership offerings, products, and events. Maintain accurate records of member interactions and feedback. Prepare documentation and reports as required for management and stakeholders. Coordinate the maintenance of product guides that Members Services Team use as a reference guide to respond to product enquiries from members and potential members. Work collaboratively with team members to achieve departmental and organisational goals. Contribute to the development and refinement of internal policies and procedures related to member services. You may be required to supervise up to two staff. About you: Proven experience in customer service environments, focusing on delivering exceptional service and meeting performance standards. Demonstrated high level interpersonal and communication skills, both written and verbal, to enable effective interactions with customers and team members. Proven time management abilities with the capacity to prioritise tasks effectively. Highly developed computer skills including proficiency using Microsoft Office 365 and demonstrated ability to learn new software quickly. Demonstrated problem solving skills with an ability to use initiative, investigate issues, collect and analyse data and to make recommendations on solutions. Ability to work independently with minimal guidance while also contributing positively as part of a team, demonstrating motivation and initiative. Desirable
Experience using Salesforce. Previous experience working as a pharmacy assistant. Ability to supervise a team effectively. What we will provide: The flexibility to work in ways that meet your work/life commitments and support your wellbeing.A safe and inclusive environment where diverse backgrounds, perspectives and identities are celebrated. A supportive management team who will help you reach your career goals and providing ongoing opportunities to grow and make a real difference. A culture in which staff are encouraged to be ourselves and empowered to perform at our best, where successes are celebrated, and where we work together to create better experiences for our members and for each other. About Us We are the national peak professional body for pharmacists, representing Australia's 34,000 pharmacists working across all sectors of healthcare. PSA wants every Australian to have access to the best healthcare. As a membership organisation, we are passionate about equipping and empowering our pharmacists to realise their full potential, ensuring they have rewarding careers at every stage. We strive to deliver high quality education, professional development, and practice support for both members and non-members.
PSA is committed to taking a proactive approach in managing and providing a safe and healthy working environment for all persons, so far as reasonably practicable. It is therefore a requirement that all staff must be fully vaccinated against COVID-19 to attend PSA Offices. PSA embraces diversity and encourages applications from people with disability. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace. Please contact [email protected] for confidential support to ensure an equitable, barrier-free application process. PSA is committed to building an inclusive culture where diverse backgrounds, perspectives, and identities are celebrated. We know we perform at our best when we are empowered to be ourselves, and that this, in turn, enables our future success as an organisation. PSA reserves the right to withdraw the advertisement before the end date if the suitable applicant is found before the closing date. has context menu