Client Contact & Call Centre Coordinator
Core
Deliver high-quality, trauma-informed client contact, intake services, and referrals for the RRAP program, serving as a primary point of contact across multiple channels.
Role type
Client Contact & Call Centre Coordinator
Builds
Intake and referral processes for prospective applicants
Domain
Immigration and Community Services
Deliverable
client delivery
Required skills
Enquiry management, intake processes, workflow management, stakeholder engagement, risk identification, cultural competence, verbal and written communication, Microsoft Office proficiency
Preferred skills
Experience in contact centre or customer service roles, experience with diverse cultural backgrounds, experience managing high-volume enquiries
Technologies
Microsoft Office, case management systems, reporting tools
Responsibilities
Deliver trauma-informed client contact and intake services, manage and prioritize enquiries and referrals, coordinate eligibility assessments with government agencies, monitor workflow queues, conduct face-to-face client appointments, identify and escalate client risks, ensure compliance with codes of conduct
Seniority
Mid-level, hands-on IC